If your business is overwhelmed with calls and your customer satisfaction scores are suffering, it’s time to invest in AI agents.
AI agents are becoming essential partners in human customer service teams.
By working together, human and AI agents combine human empathy and experience with AI speed and automation to provide high-quality customer service.
In a recent publication, the card company, Moonpig, stated that its new AI chat system already resolves about a third of all queries and attributed a substantial increase in sales to its increased use of AI to help design cards, personalise customers’ messages and answer queries.
Incorporating AI agents into your business isn’t about replacing people; it's about supporting your team and elevating customer experience.
At SystemsX, our AI Agents are designed to integrate with your existing systems, reducing pressure on customer service teams and supporting your customers in real time.
In this article, we will explain five of the most impactful ways that AI agents can be used to improve your customer service, without losing the human touch.
1. Supporting Human Agents in Real Time
AI agents can support their human agents in real time by aiding them with AI tools and insights, which result in a more consistent experience for the customer.
A great way to think about the role of AI agents is to consider them as personal researchers for your human agents.
During live calls or chats, AI agents can quickly retrieve customer history, suggest considered responses and summarise conversations automatically. This type of efficiency reduces call handling time, makes human agents feel supported, and most importantly, ensures that customers receive a consistently high level of service.
Call centre agents spend a significant amount of time searching knowledge bases for answers to customer queries. An AI agent, by contrast, can research and retrieve this information instantly, presenting it to the human agent in a concise, summarised format. This enables faster resolution and, in turn, allows agents to handle a higher volume of calls.
AI agents can also support human agents by speeding up post-call workflow through AI email monitoring and AI-augmented email responses.
For complicated customer queries, AI agents can draft a well-researched, bespoke email to your customer. Our AI tool, Sense, is a fantastic way to bring AI-augmented emails to your business.
2. Providing Instant Support to Customers
With today’s consumers expecting immediate answers and faster service, AI agents can play a valuable role in delivering higher levels of customer satisfaction by providing instant support to customers.
AI agents can instantly access general customer account information, such as account balance, order status and returns, allowing it to handle routine interactions efficiently, providing your customers with the answers they need quickly.
AI agents can also provide instant answers to frequently asked questions about your business. For example, if a customer was calling to enquire about opening hours, your AI agent could instantly answer the customer with both the opening and closing hours.
AI agents are particularly effective in providing automated customer service outside of regular business hours or when your business is closed.
If your business is closed during bank holidays or special occasions like Christmas, AI agents can assist customers in real time, so they receive the answers they need without having to wait for your business to reopen.
3. Reducing Pressure on Customer Service Teams
When AI agents handle routine customer enquiries, pressure on human customer service teams is greatly reduced.
Customer enquiries can be repetitive, and AI agents can handle a large proportion of these automatically without the need for human intervention.
When AI agents support your human teams, customer service teams can benefit from:
Lower operational costs.
Reduced ticket volumes.
Less stress for human agents.
Shorter call queues.
Improved call centre results and better handling during peak periods.
Agent burnout is real, and by taking pressure off customer service teams, AI agents help reduce stress for human agents, maintaining high service levels, without needing to increase headcount.
4. Directing Customer Enquiries to the Right Team
One of the most frustrating experiences for customers is being passed from team to team when they call your business. Thankfully, AI agents are highly effective at directing customer enquiries.
AI agents can fully understand caller intent and put them through to the right team, department, or specialist, ensuring faster and more accurate support.
AI agents can also detect customer sentiment, ensuring urgent or emotional customer calls are quickly escalated to a human agent.
This type of intelligent call handling can significantly improve customer service and is especially useful for complex businesses who have multiple services and products.
For businesses looking to monitor or analyse customer sentiment on a broader scale, our AI tool, Sense, provides detailed insights from 100% of interactions, instead of a small sample.
For instance, if you are a call centre of 500 people, you can analyse every single call and gain real insights into what is happening between your agents and customers.
You will be able to read AI-generated summaries of every call, continuously gathering insights into how and why agents might be taking a long time to deal with certain types of calls. You will also be able to gain deep insight into trends and complaint patterns across specific products and services.
By capturing trends, patterns, and emotional cues across your customer base, Sense helps you make data-driven decisions to improve service quality, agent performance, and overall customer satisfaction.
5. AI Agents and Personalised Customer Experience
AI agents play a valuable role in creating highly personalised customer experiences.
Customers feel valued when they receive personalised service, and AI agents ensure that personalisation is delivered consistently across your entire customer base.
By integrating with your existing CRM systems, booking platforms and third-party platforms, SystemsX AI Agents can personalise customer experience based on customer history, preferences, and behaviour.
A personalised customer experience, especially when dealing with a call centre, can make customers feel valued and understood.
Personalisation for your customers could include:
Tailored greetings and personalised recommendations.
Personalised answers based on previous interactions.
Proactive customer support triggered by customer activity.
A personalised customer experience leads to faster ticket resolution, builds trust, increases customer loyalty, enhances brand perception, and helps differentiate your business from competitors.
How SystemsX Can Help
AI Agents from SystemsX should form an integral part of your customer service strategy.
The sooner you introduce AI agents into your business, the sooner your customers can benefit from a higher standard of service, and the sooner you can realise productivity gains and cost savings across your business.
If you would like to see how SystemsX AI Agents can work alongside your human teams or directly with your customers, we would love to give you a free demo.
