Technology has transformed the way people interact with service businesses - no longer do customers expect to wait in call queues to speak to someone about their queries. Consumers and business customers alike expect to have the freedom and the tools to track their orders, resolve their problems and view the information they care about, themselves. Using natural language processing, customers get immediate resolution of their requests while relieving agents of the burden of repetitive time-consuming tasks.
From virtual assistants, chatbots, portals, knowledge bases and dynamic FAQs to automated calls, email and chat, IFS can deliver the optimum self-service solution for your business.
Exploring AI and chatbots within customer support? This paper guides customer service leaders on how to best progress AI-related Contact Center and field service projects.
With AI self-service as part of your service operation, you can eliminate hundreds of calls to your support centers while empowering your customers with immediate service. IFS Customer Engagement uses artificial intelligence and natural language processing to simplify troubleshooting of technical issues, provide customer updates and enable two-way automated chat.
Chatbots and virtual assistants provide immediate answers to customer queries and automate a range of customer service requests, whether the customer contact is on the phone, online or on a mobile device. Gone are the days of having to repeat yourself multiple times or rephrasing your question to suit the bot. Automation uses natural language processing to deliver an informed, relevant, multi-stage conversation. Bots can troubleshoot technical support issues and walk customers through multi-stage resolution. They can also process a plethora of service tasks, such as account changes, returns, refunds, orders and appointment times. If conversation becomes complex, the customer is seamlessly transferred to the best-skilled advisor to resolve the request.
Organizations are rushing to catch up and deploy chatbots, but it is essential that their deployment delivers true value and can resolve the requests your customer may pose. At IFS, we take the time to work through your support requirements and ensure that you get the most out of your chatbot solution. We also integrate the channel into your contact center so that your customer service team doesn’t miss a thing.
Customers demand an accurate response to their queries, first time and without delay. Meanwhile service staff waste valuable time searching for relevant, up-to-date information from different databases, manuals and even other agents.
IFS provides extensive knowledge management, which can be delivered to customers, agents, field technicians, communities or partners, through our self-service knowledge base software. Knowledge articles can be shared via websites, portals, apps and social forums using keyword search functionality to assist the customer, while diverting calls away from the contact center.
Where customers contact via chat, email or chatbot, relevant knowledge content can be proactively delivered via automation. Relevancy indicators in the agent application help improve the speed of resolution for customers and encourage the use of best practice. Flexible publication controls enable users to add new content and share best practice inside and outside of the organization.
Voice self-service provides a simple, cost-effective solution to deliver the immediate and responsive service that today’s customer requires. It is a cloud-based subscription service that can be rapidly deployed to overlay any existing service desk or contact center with minimal disruption.
Combining the latest in voice biometrics, speech recognition, transactional Interactive Voice Response (IVR), text to speech and speech recognition, voice self-service relieves call centers of repetitive queries while delivering immediate service for customers. Requests may range from changing appointment times or cancelations to checking stock availability, authorizing purchase orders or requesting replacement parts.
Whether B2B or B2C, customers today demand real-time visibility of their services. Let your customers dictate their preferred channel. With IFS’s digital self-service you can deliver a range of online self-service options from online portals, FAQs or “Contact Us” to smart phone apps and virtual agents. Self-service options use our market-leading natural language processing module to enable multi-stage conversations and ensure delivery of faster, more accurate responses and processing.
IFS is helping businesses transform service delivery, enabling customers to request their own field service visits, check progress or request parts with their own mobile device. Integration to scheduling and work order processing ensures a seamless automated experience, subject to prescribed business rules.
Too many self-service options fail to deliver what customers need because they are conceived in isolation from the service center. Our technology solutions not only offer immediate self-service but also seamlessly hand off to service staff when required, making available the complete context behind each interaction and all relevant customer data.
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