PersadoAI如何解锁客服对话的隐藏价值英文版15页.pdf

AllAgentsAreBusy

HowAIUnlockstheHiddenValueofLanguage

inCustomerServicetoDivertCallVolumeand

IncreaseDigitalSelf-Service

What’sinside

• How AI-based natural language generation and machine learning can improve the performance of digital and self-service

channels for common customer service problems

• Best practices to improve service levels with AI-infused language

• Industry case studies

Winninginthenew

normalmeansdelivering

exceptional(digital)

customerservice.

58%morecustomerswanttospeaktoalivecustomerserviceagent

duringcrisistimes,andtwiceasmanyofthosecallsarehardto

resolve.Businessesthatdrivedigitaladoptionandself-servicecan

freehumanagentsforcomplexissuesandintheprocessimprove

servicequality,reducechurn,anddeliverbettercustomerexperiences.

Companies1Increasecustomerengagement

withself-serviceplatforms

thatuseAIfor

customerservice2Decreasecustomerservice

callvolumeandcosts

seeconcrete

3IncreaseROIoncustomer

benefits.experienceinitiatives

AI-poweredlanguagecanimpactkeyservice

metricssuchas:

• Self-service adoption

• First-call resolution (FCR)

• Customer satisfaction rate (CSAT) and net promoter scores (NPS)