The Emmys are upon us again! The past few weeks have been a boon for those in the prediction business. Every entertainment show and website takes a stab at who will take home OUTSTANDING LEAD ACTRESS IN A DRAMA SERIES (!). It’s not like the old days when a bet on Bryan Cranston or “Breaking Bad” was as close to a lock as there could be.
Some will accurately predict winners and then confidently shout “I told you so…” on air the next night. For those that get it wrong, there are no consequences as it’s likely nobody will remember their predictions.
Using the power of prediction isn’t just reserved for TV pundits. In fact, prediction, built with artificial intelligence, will be used more and more in customer service in the years ahead. Imagine being able to predict with 80% accuracy why someone calls your company for help? Or what if you could determine with 90% confidence why a customer moves from your website to your social media page and then calls in to your IVR?
Emerging AI technology combined with existing customer service best practices make this possible today. Highly accurate prediction opens a world of benefits for customer service:
And these are only the benefits oriented around the customer. Let’s not forget how organizations will see improvement from fewer calls to live agents, improved customer satisfaction scores, and the ability to build a continuous learning machine that will get smarter – and better – over time.
And the good thing about prediction is it’s a low risk addition to the customer service experience. Getting a prediction wrong doesn’t hurt the customer’s journey; instead, each response – right or wrong – further refines the system for more successful future engagements. How about that? Trying a prediction and getting it wrong with no consequence? You’ll be an Emmy prognosticator in no time!
You don’t need fancy machinery or Melisandre the Red Priestess from annual Emmy favorite Game of Thrones to start using prediction. (I know GOT isn’t nominated this year but I needed an analogy so please go with me).
Basic prediction can be started in the IVR with a few pieces of customer information, including their phone number. If you can connect your IVR to your CRM system, then there is much you can do today to use simple prediction techniques to streamline the experience.
More advanced use of AI combined with data from multiple channels allows for increased accuracy rates and the ability to predict what your customers may do next or why they are engaging your organization.
It all starts with a conversation with your IT or customer service vendors to ask how to add prediction to your customer service plans. Getting prediction up and running will pay off in customer service improvements and improved automation rates. It’s as close to a 100% accurate prediction as HBO winning an Emmy each year!
Let Nuance use the power of prediction to help your organization better understand why customers are calling and speed up issue resolution and increase customer satisfaction.
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