Well we all seem to be riding the new wave thinking on the Internet of Things (IoT) with Artificial Intelligence (AI) and robotic process automation, machine learning, deep learning, etc. However, what does this mean in the context of automating business processes? Specifically, how will this affect the area of customer services? Can AI replace customer service departments?
AI-driven order automation solutions allow customer service representatives to enhance their efficiency and customers’ experience, but to what extent? Can we completely rely on digital tools for the customer/supplier relationships?
Esker has just returned from the SAP User Group IoT Symposium (held at the Aviva stadium, Dublin on Thursday 21st June, 2018) whereby we discussed how customer service has long been seen as a back-office department, taking care of low-value administrative tasks.
Today, its role is very different: customer service is now a key element of the customer relationship and greatly influences the customer experience and satisfaction. Reaching a very high level of customer satisfaction has become a necessity to ensure the sustainability of your company: analysts predict that “by the year 2020, customer experience will overtake price and product as the key brand differentiator”.
Recent digital technology has allowed the customer service departments to significantly enhance their efficiency. AI-driven technologies, such as order processing automation solutions, help customer service representatives deal with their daily tasks but to what extent? Will tomorrow’s customer service be 100% digital? Can we completely rely on machines to handle customer/supplier relationships?
We also included some real life examples of client case stories and how an order processing automation solution featuring artificial intelligence technologies works in practice.
If this is something that maybe of interest then please contact us and we’ll be happy to share what we have learned and show you how AI can be used to enhance your customer service department rather than take over it!
Written by Alistair Nicholas – Managing Director, Esker Northern Europe
