• Written by Muhammed Abdulla NC, CEO

A customer service manager is deciding this week how to allocate staff to meet the expected surge in enquiries, and they currently base it on a rough estimate of last year's volumes, but they are considering introducing AI to improve the accuracy of their forecasting. The question on their mind is how long it will take for the AI to show results.

Setting up the foundation

The first fortnight of introducing AI to customer service is often spent on connecting the AI platform to the organisation's data systems, such as the customer relationship management system and the knowledge base. This involves mapping the data fields, setting up the data pipelines, and testing the connections to ensure that the data is flowing correctly. Most people think that the AI will start providing insights from day one, but this is wrong. The reality is that the initial period is spent laying the foundation for the AI to work effectively.

A shift supervisor checks the maintenance log to ensure that all the necessary data is being captured and stored in a way that the AI can access. This is a critical step, as the quality of the data will directly impact the accuracy of the insights provided by the AI. The supervisor must work closely with the IT team to ensure that the data is being collected and stored correctly.

The first question worth answering

The first question worth answering is what types of enquiries are most common, and how they are currently being handled. This information can help the customer service team to identify areas where the AI can add the most value, such as providing automated responses to frequent questions or helping to route complex enquiries to the right person. A category manager compares two suppliers to determine which one can provide the best support for the AI platform, and they consider factors such as the supplier's experience in customer service and their ability to integrate with the organisation's existing systems.

For example, a customer service team may find that a large proportion of enquiries are related to order tracking, and that the AI can be used to provide automated updates on order status. This can help to reduce the volume of enquiries and free up staff to focus on more complex issues. The team can then use the AI to analyse the data and identify trends and patterns that can inform their decision-making.

When a leading measure should move

A leading measure, such as the volume of enquiries or the response time, should start to move within a few weeks of the AI being introduced. This is because the AI can start to provide insights and recommendations that can help the customer service team to improve their processes and respond more effectively to enquiries. The team can use the AI to identify areas where they can improve, such as reducing the time it takes to respond to enquiries or improving the accuracy of their responses.

However, most people get wrong the idea that the AI will automatically improve the customer service experience. The reality is that the AI is a tool that needs to be used effectively by the customer service team. The team must be trained to use the AI and to interpret the insights it provides, and they must be given the autonomy to make decisions based on those insights. You can learn more about how to implement AI in customer service by visiting our operations page.

What makes it take twice as long

What makes the introduction of AI to customer service take twice as long is the need to integrate it with existing systems and processes. This can be a complex and time-consuming process, especially if the organisation has a large number of legacy systems. The IT team must work closely with the customer service team to ensure that the AI is integrated correctly and that it is providing accurate and relevant insights.

Additionally, the organisation may need to change its processes and procedures to take full advantage of the AI. This can involve training staff to use the AI and to interpret the insights it provides, as well as changing the way that enquiries are handled and responded to. If you have any questions about how to introduce AI to your customer service team, you can contact us for more information.

When AI is not the answer

AI is not the answer when the organisation's customer service team is not ready to use it effectively. This can be due to a lack of training or resources, or because the team is not able to adapt to new technologies. In these cases, the introduction of AI can actually make things worse, as it can create confusion and disrupt existing processes.

In these situations, it is better to focus on improving the existing customer service processes and procedures, rather than introducing new technology. This can involve providing training to staff, improving the way that enquiries are handled and responded to, and ensuring that the customer service team has the resources it needs to provide excellent service. By doing so, the organisation can create a solid foundation for the introduction of AI in the future.