8 Benefits of Using Self-Help Powered By AI
In the past, we’ve shared about some of the benefits of self-help to organizations and looked at the exciting new technologies that are harnessing the power of artificial intelligence and machine learning. I’m pleased to announce that we’ve recently teamed up with Solvvy, a company leading the charge to improve customer self-help, to publish an ebook.
Our goal in this ebook is to highlight some of the clear benefits of self-help in improving the lives of customer service managers and their teams. There are eight benefits that we share — each one tied to some of the key metrics they impact.
Without spoiling the read, a couple of the greatest benefits of improving self-help are the reduction of both agent training time and floor support (when an agent places the customer on hold to get help). In both cases, agents have the ability to more quickly find the information they need to solve problems on their own, supervisors can focus more on other important activities, and customers spend less time on hold while agents seek answers.
Be sure to click below to get your copy of the ebook and let us know what you think.
Head of Quality
Jeremy Watkin is the Head of Quality at FCR. He has more than 15 years of experience as a customer service professional. He is also the co-founder and regular contributor on Communicate Better Blog. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.