More and more people are open to AI-powered customer service.
A survey of approximately 1,600 consumers and more than 550 professionals shows that more and more people are open to the use of AI in customer service. This trend makes it an even more attractive option for outsourcing your call center operations.
The doubt is about trust, not technology.
According to the study, consumers are not uncritical of AI, but their doubts lie elsewhere than many people think: in trust and empathy, not in the technology itself. There is a practical lesson to be learned here. A faster or smarter assistant won’t help if the caller feels like they are not being heard.
Companies Overestimate Their Own Customer Satisfaction.
The survey shows that a major shift is expected within the next 18 months, while many companies anticipate that this will take another three to five years.
That’s where the opportunities lie. If you act quickly to capitalize on the possibilities offered by AI customer service, you’ll be at the forefront and can already provide your customers with the positive experience of AI customer service, which in turn will boost customer satisfaction.
What the caller notices.
- Calls are answered on the first ring, even outside of business hours.
- No menu system. The caller simply states the reason for the call, and the assistant can transfer the call or take a request if desired.
- No wait time, even during periods of high call volume.
- Customers are assisted immediately, which boosts customer satisfaction.
- When a call is transferred, any notes are included, so the caller doesn’t have to repeat their story.
This last point aligns with what the research shows: the problem is rarely that a computer answers the call. The problem is that the customer has to repeat themselves twice.
But what’s in it for you?
- No more missed calls. There is also no more risk that the caller will contact a competitor.
- You and your staff won’t be interrupted while working anymore.
- Stay organized because calls are summarized, notes are left, and you can receive a summary via email.
- Seamless on-call services and availability outside of office hours.
- You decide when you want to speak with the customer. This could be in emergencies or when dealing with sensitive issues.
Fred does more than call
Fred answers calls, but makes them too. He can WhatsApp, reply to the website live chat and manage Facebook Messenger.
Fred handles your calls
Fred calls 24 hours a day, 7 days a week — or based on your opening hours. Inbound and outbound, and connectable to CRM systems, Excel sheets, your own phone number and more.
More about the AI Phone Assistant
Fred manages your WhatsApp
Fred answers questions, handles reservations and appointments and helps customers on WhatsApp — 24/7, just as smoothly as on the phone.
More about the AI WhatsApp AssistantConclusion
The shifts and developments in and around AI are happening rapidly. Customer service that is partly handled by an AI assistant is no longer comparable to last year’s technology. It is even more advanced than the frustrating menu options from five years ago.
If you're curious about what AI customer service can do for you, feel free to contact us with no obligation. You can also try Fred for free for 14 days.