3 Building Blocks Before Getting Started with AI and Chatbots

By now, you’ve heard a lot about the benefits of incorporating artificial intelligence into your customer service strategy. It’s so important to not just get caught up in the hype, though, and to really take a step back and look at how AI can actually improve your support processes. At the same time, it’s likewise important to note that if used incorrectly, AI can over-complicate those processes and even harm more than help.

That’s why in order to successfully leverage AI tools, it’s critical to have these three customer support building blocks already in place and fully optimized.

1. An Updated and Refined Knowledge Base

Your knowledge base should be optimized to assist customers with self-service options, while also helping agents quickly provide responses to those customers who are unable to effectively self-serve. Bots can be programmed to suggest relevant knowledge articles to both agents and customers directly, and can use artificial intelligence in order learn over time and provide more nuanced and refined answers as a result.

Yet if the articles in the knowledge base are unhelpful, inaccurate, or not appropriately tagged—there is not much that bots and AI can do to help. Prioritize editing, updating, and re-tagging all existing articles prior to integrating any AI tools.

2. An Effective Ticket Classification System

Artificial intelligence can drastically improve ROI when it comes to automatically classifying tickets and routing them to the agents who are best equipped to resolve them. If issues are auto-classified accurately, supervisors could completely be removed from the classification conversation, and their time will be freed up to focus on fully supervising and managing their teams.

That’s great news. Yet if there is not an accurate tagging system already set up, supervisors will have to spend even more time re-classifying issues. That also means customers will need to be transferred between agents and will thus have a poor customer experience.

AI can improve classification accuracy over time, but it’s crucial to have the right tags and initial criteria for those tags identified ahead of time.

3. Chat-Based Support

Chatbots can’t exist without…chat. As the consumer world becomes more dependent on messaging as the primary mode for contacting customer service, having chat functionality as a support channel is becoming table stakes.

Once chat is enabled on mobile apps and websites, chatbots can be used for functions like promoting self-service, collecting routine information, and requesting feedback. If you don’t already have chat offered as a channel, you can simply embed one line of code and start using webchat today.

After you have these elements in place, you’re ready to begin leveraging AI-powered customer service tools! Download a copy of our webinar recording to learn more about diving into AI-first support head-on.

You can also read our ebook on the subject here.

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