Service Providers

Leave the Customer Experience to AI

Success Story: Regional cable provider saved over $2m in one year with dynamic outbound automation.

The Service industry runs the economy. Employing more than four of every five persons in the workforce, its wide breadth encompasses B2B as well as B2C services. Customer service is a vital point of differentiation and source of customer loyalty. Automate complex processes with conversational virtual agents that customers will expect and use, and reduce demand for live agents, allowing them to focus instead on delivering exceptional, human service during moments of truth.
What we can automate for you
 
 

Challenges in Service

  • High variable costs in a labor-intensive business
  • Long queues for service requests in costly customer contact centers
  • High rescheduling costs due to truck rolls when customers miss appointments
  • Inability to properly follow-up with customers for provided services
  • Live agents are only available during certain work hours
  • Poor coordination and/or integration of systems leading to hiccups when delivering seamless service

You can use intelligent virtual agents to handle these services processes:

Schedule Service Requests

Scheduling is often the most time-consuming part of an entire service transaction. With call center AI, cut out expensive back-and-forth with agents.
Schedule Service Requests with Contact Center Automation
  • Omnichannel call centers enable options to request services on numerous convenient channels (e.g. SMS texts, online chat, phone, etc.)
  • Automatic integration of appointments into the scheduling system prevents overbookings
  • Natural Language Understanding by AI bot makes scheduling appointments effortless

Outbound Appointment Confirmations

The effects of missed service appointments impact the entire supply chain. With intelligent IVR:
Omnichannel Call Center Automation is Capable of Securely Automating Credit Inquiries
  • Confirm client availability and eliminate costly “not-at-home” truck rolls
  • Reduce customer effort by allowing for dynamic changes to appointments on outbound reminders
  • Integrate other channels to improve messaging effectiveness
  • Conversational AI encourages easy, effective communication

ETA Updates

Communication with your customers is key to keeping them informed and satisfied. Make sure they know where your technicians are, especially if they’ve been given wide time windows in which to wait. Preempt inbound inquiries with AI Bots that:
Service Providers
  • Send outbound ETA updates to customers when service people are en route to their location
  • Utilize omnichannel to ensure customers receive ETA notification in preferred way
  • Can maintain conversation when responded to, improving customer experience with your brand

Surveys

Surveys provide a window into customer perception. Without feedback, you cannot improve. With AI-based surveys:
Customers can Make Payment Arrangements Securely using Omnichannel Call Center AI
  • Improve finish rates with industry best practices and proven success
  • Offer omnichannel options for completion
  • Better understand customer satisfaction and experience
  • Save on costs, as conversational design rivals agents and allows you to allocate them elsewhere
Don’t see what you’re looking for?