Customer support automation

Customer support automation refers to the use of technology to handle routine customer inquiries, freeing up human agents to focus on more complex tasks.

What is customer support automation?

Customer support automation involves using technology to handle repetitive and routine customer inquiries, such as answering frequently asked questions, processing simple transactions, or providing basic information. This can include chatbots, automated email responses, and self-service portals. The goal is to enhance efficiency, reduce response times, and improve customer satisfaction.

Benefits of customer support automation

Automation in customer support offers several advantages. It allows businesses to provide 24/7 support, ensuring that customers can get assistance anytime. By handling routine tasks, automation frees human agents to focus on more complex and high-value interactions, improving overall service quality. Additionally, it helps reduce operational costs by minimizing the need for large support teams.

How to implement customer support automation

Identify routine tasks: Determine which repetitive tasks can be automated, such as responding to common queries or processing standard requests.
Choose the right tools: Select technology solutions that fit your business needs, whether it's a chatbot, a virtual assistant like Neople, or an automated email system.
Monitor and improve: Continuously monitor the performance of automated systems and gather feedback to make necessary adjustments and enhancements.

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https://www.neople.io/glossary/customer-support-automation

AI agent

An AI agent is an autonomous entity that perceives its environment, makes decisions, and takes actions to achieve specific goals, often improving over time through learning.

AI chatbot

An AI chatbot is a software application that uses artificial intelligence to conduct human-like conversations through text or voice interactions.

AI in customer service

AI in customer service involves the use of artificial intelligence technologies to improve and automate customer interactions, making service more efficient and personalized.

AI ticketing

AI ticketing involves using artificial intelligence to automate and streamline the process of managing customer support tickets, improving efficiency and response times.

AI workflow

AI workflow refers to a structured sequence of processes and tasks powered by artificial intelligence, designed to automate and optimize various business operations.

Accuracy rate

Accuracy rate measures how often a system, such as a digital coworker, provides correct responses or completes tasks without errors.

Agent utilization rate

Agent utilization rate measures the percentage of time customer service agents spend actively engaged in handling customer inquiries relative to their total available work time.

Agentic AI

Agentic AI refers to AI systems capable of autonomous decision-making and taking actions to achieve specific goals without human intervention.

Automated customer service solutions

Automated customer service solutions use technology to handle routine customer inquiries, offering quick and efficient assistance without human intervention.

Average Handle Time (AHT)

Average Handle Time (AHT) is the average duration taken by a support agent to resolve a customer inquiry, including talk time, hold time, and follow-up tasks.

Average Resolution Time (ART)

Average Resolution Time measures the typical duration it takes for customer support to resolve a customer inquiry or issue, indicating the efficiency of the support process.

CSAT

CSAT, or Customer Satisfaction Score, measures customers' satisfaction with a product, service, or interaction.

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