Customer Support Automation: How to Get Started
Maria Homann
While it may seem counterintuitive, automation can enable businesses to provide more personalized customer experiences. This is made possible through a combination of automation tools and AI technologies that, together, assist customer support in responding with higher speed and accuracy.
When companies can automate manual support processes at scale and introduce AI-enabled responses, they can refocus efforts of personnel and focus on more strategic business initiatives.
The combination of automation tools and AI technologies that make this possible is also called hyperautomation.
Read: Hyperautomation: What, Why and How?
Automation can be used to solve some issues in customer support, such as
- Creating a ticket in ServiceNow when receiving a new email in the support inbox
- Migrating customer data from a CRM system to a billing system
- Generating invoices based on CRM information and stocks management
Hyperautomation, on the other hand, can be used to handle more complex scenarios, that your customers also demand a quick and accurate response to.
How does hyperautomation assist customer support?
When implemented with care and precision, hyperautomation can be used by businesses to, for example:
- Organize and prioritize customer queries and send out custom automated responses based on unique customer questions
- Quickly gather insights for individual dialogue with customers, based on data pulled from multiple CRM platforms, legacy systems and other relevant databases
We all know that a short response time and high resolution rate is key for businesses wanting to keep customers satisfied, and in most cases also to retain revenue and sustain competitive advantage.
And now, with the difficult situation we are facing across the globe, online customer experiences are for many businesses the only touchpoint they have with their customers, making an efficient and scalable customer support model all the more critical.
So how can you leverage automation and quickly deliver satisfactory, revenue-driving, and differentiating customer support?
Hyperautomation use case for customer support
There are several ways to use hyperautomation to enhance customer experience, and of these, email classification with an automated AI response is by far the most useful across the board, as it allows quick and accurate automated responses, freeing up much time for support personnel to focus on critical, and more complex, one-to-one assistance.
To understand exactly how this works, we have below included a snippet from our webinar on hyperautomation, where AI automation expert Florin Manole demonstrates how an automated flow is set up to automatically classify and respond to customer queries.
In this example, Florin shows how to solve the problem of a high volume of customer queries in the form of emails married with a limited workforce available for providing responses within a reasonable time frame.
With an email classifier like this, it is possible to obtain an end-to-end automation flow that understands the customer query email, classifies it according to category, potentially forwards it to a person if the messaging is critical, and if not, either delays the response or sends an automated response right away.
See the result in this short outtake from our webinar, where Florin demonstrates an entire customer support email workflow using hyperautomation:
Learn how you can create this flow quickly and easily using only a no-code automation platform, a free AI service, and a Gmail account.