As Intercom’s VP of Buyer Assist, I’ve had the chance over the past yr to steer an AI-driven customer support technique. It’s been some of the fascinating and rewarding journeys of my profession to this point.
Regardless of all the nice progress in that point, it nonetheless feels just like the journey is simply beginning. There’s a lot extra to be performed to leverage AI to remodel the shopper expertise, the worker expertise, and the general well being of the enterprise. To say that I’m excited concerning the future in customer support is considerably of an understatement.
Classes realized on the frontlines
I like to share classes that I’ve realized, and there have been so many over the past yr it’s arduous to know the place to begin. Listed below are three issues that I’ve realized or appreciated over the course of the journey to this point.
Data Administration is KEY in an AI world
Whereas AI know-how itself is fascinating and fairly essential, I’ve come to appreciate that information administration is simply as vital. Any given LLM is not going to have the actual enterprise information and insights which are vital on your buyer.
“Guaranteeing you have got the precise abilities and processes to create and keep information for AI is essential”
Subsequently, it’s important that any AI know-how has entry to this business-specific information to achieve success in dealing with customer support queries on your prospects or in serving to assist brokers to assist your buyer extra successfully. Guaranteeing you have got the precise abilities and processes to create and keep information for AI is essential for the success of AI. It is a subject we will likely be exploring in additional depth over the approaching months.
Activity-specific bots are coming
Most AI bots are what I time period “generic reply” bots (and there’s completely nothing incorrect with that.) However there’s a entire world of alternative to make use of AI-powered bots to deal with extra targeted and particular actions on your prospects, resembling buyer onboarding and buyer success. This may be performed by a mix of very focused content material and “immediate engineering” to optimize how questions are requested through an AI bot. This can maximize the chance to an awesome reply being supplied on your prospects.
Buyer journey mapping is admittedly, actually vital in an AI world
Understanding how and when your prospects have interaction with you is basically vital in an AI world. When interactions together with your prospects are carried out by AI-powered chatbots, AI-enabled automation, and AI-supported human brokers, there’s a actual have to be very intentional about the way you design the dialog move from a buyer perspective if you will enhance their expertise. Making use of bots and automation with out pondering by the shopper expertise will in all probability not ship the precise outcomes.
The story is just simply starting
I will likely be sharing many extra insights and classes about this unbelievable second in customer support, together with how the economics of delivering assist are completely different, how the “tech stack” for assist will likely be basically completely different, and the way AI impacts the worker expertise (sure, the function of a assist agent is altering, however it’s not going away).