ARTIFICIAL INTELLIGENCE BASED PROCESS AUTOMATION OF CUSTOMER SERVICE TASKS
According to Gartner, by 2020, Artificial Intelligence (AI) will disrupt the jobs of 1,000,000 phone-based customer support agents and they are right to predict the rising importance of process automation in Customer Service. Advances in AI are enabling a new generation of automation solutions; however, AI is unlikely to completely replace humans anytime soon. Humans require interactions with other people and therefore it is important to ensure that automation is used intelligently, to augment human assisted customer service.
“AI automates the simpler customer service tasks and empowers agents by equipping them with the tools necessary to make complex service tasks simple”
Easy to use configurable workflow process tool.
IFS-mplsystem’s pioneering intelligentResponse module uses Natural Language Processing (NLP) and advanced business process automation to identify; respond to and process front and back office requests, regardless of the customer’s communication channel(s). The module will enable two way, multi-stage ‘natural’ automated conversations, authentication and will process tasks automatically via pre-defined business rules, such as: account changes; refunds; password resets; distributing brochures; debt collections. For example, clients have decreased the volume of inbound contacts requiring agent assistance by 30% by simply identifying and automating address and subscription changes.
Meanwhile, the module will also identify more complex tasks where human input is required, and via the routing engine, delivers these to the most appropriately skilled person. The platform will then use AI to intelligently identify multiple streams of relevant contact and customer data and present this to agents in one simple unified desktop view. Agents can respond faster and more accurately while delivering an enhanced experience.
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