4 Winning AI Strategies for Customer Service

Written by Can Ozdoruk on Nov 17, 2018

Forrester’s Ian Jacobs joined Netomi’s Founder & CEO, Puneet Mehta, as a featured guest in a webinar where they unveiled how world-class companies can create real-world AI in customer service. No more buzz or hype. It’s all actionable strategies that can be used today to deploy AI that serves both your customers and employees.

Watch this video to learn Forrester’s perspective on how AI can be effective within customer service and recommendations on how you can start achieving efficiency today. Netomi’s Puneet Mehta revealed how AI allows you to create unique customer experiences in this video and Ian and Puneet together outline a Customer Service AI Roadmap here.

Puneet and Ian outlined 4 strategies for winning AI customer service:

AI Strategies, Part #1 – Automate the right support issues with AI [Watch Here]

Watch the video to learn:

  • How CX is changing in 2023
  • How to identify the right problems to delegate to AI
  • How to automate issue resolution while delivering to your brand promise
  • How to maintain human intelligence and use AI to empower agents

AI Strategies, Part #2 – Achieve high CSAT with AI [Watch Here]

Watch the video to learn how to:

  • Build an AI so you can avoid a “50 First Dates” moment with your valued customers
  • Design AI experiences that work for your customers—respectful, friendly, accurate
  • Leverage AI the right way: speedy resolution at times, and more empathetic, deeper connections for others

AI Strategies, Part #3 – Measure AI as if it were your employee [Watch Here]

Watch the video to learn how to:

  • The shift from technology KPIs to measuring the business impact of AI
  • Evaluate AI’s ability to resolve, learn, work with others, and be proactive
  • Go beyond surveys and take a holistic approach when analyzing CSAT

AI Strategies, Part #4 – The new approach for customer service [Watch Here]

Watch the video to learn about:

  • Real-life scenarios where the predictive and proactive resolution will soon be a reality
  • How AI can help you identify signals to anticipate customer needs
  • How you can reduce support tickets by resolving issues before customers reach out

Bonus Resource – What the future looks like for customer support agents [Watch Here]

Watch the video to learn about:

  • How to use AI as a workforce multiplier, making work less stressful for agents
  • How to leverage AI to handle the prep work, so agents can focus on resolution
  • Different human+AI collaboration approaches and what works for your company

This was a captivating discussion on the current state of AI in customer service. If you’re thinking about modernizing your customer service operation without disrupting current agent processes, don’t miss these highlights!

For more information on customer service, check out everything you need to know about the omnichannel experience for customers in 2023.