Eliminate input overload with AI
Countless customer inquiries coming in through various communication channel every day place an enormous strain on resources and at the same time require great accuracy in processing. Artificial Intelligence (AI) assistance in processing saves time and money, improves service quality, and also enables the targeted deployment of agents.
Three factors for success
Resource-efficient
The use of AI in the contact center helps using agents’ resources sensibly. By automating processes, simple requests such as tracking shipments or switching from print to digital promotional mailings can be handled directly.
Targeted
The holistic approach enables data to be available across the board in real time. Using AI means that not only can requests be answered more quickly, but also that all departments are aware of the latest customer activities. This enables prioritizing time-critical processes.
Accurate
Training an AI leads to correct results within a short time. On the basis of training data, an AI can classify message content with a hit accuracy of more than 90% and inform the right places. In some cases, this even surpasses manual processing by agents.
Omnichannel Bringing communication channels together
Customers get in touch with companies via various communication channels. Depending on the customer, this can be via e-mail, phone call, text message, or even a social media platform. In order to guarantee an optimal customer experience, it must be ensured that – despite the different channels and the multitude of inquiries – the overview and efficiency in processing is not lost. With the BSI Customer Suite, customer communications can be recorded in a cross-divisional and cross-channel 360° view, making all important customer communications and data available in real time.
AI support Using resources sensibly
For large companies, the number of inquiries received daily through a contact center quickly reaches five- to six-digit ranges. However, not all inquiries require the attention of clerks, but can be handled quickly and cost-effectively in a fully automated manner with the targeted use of Artificial Intelligence. Using training data, such as previously recorded customer communications, the BSI Customer Suite's AI quickly learns to recognize the content of inquiries and can either process large portions automatically or route them to the right contacts for prioritized processing.
Holistic approach The customer inquiry as the starting point
Nowadays, a contact center should be more than just a necessary service. With the BSI Customer Suite, companies have the opportunity to use customer contact as the starting point for a comprehensive customer journey. Insights gained from customer contact can be used as a template for new communications and thus also improve customer loyalty and satisfaction in the long term.
The BSI Customer Suite
Digitize the customer relationship and create unique experiences – automated, in real time, and across all touchpoints.
Your benefits
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