77% of customer service teams are already using AI, and that number will only continue to grow. That’s because AI is a critical tool for improving the customer experience and scaling support.
But not all customer care AI tools are created equal. So, how do you choose the right solution for your broadband or telecom company? In this blog post, we’ll go over the advantages of using customer care AI tools, and how to choose one that fits your business needs.
The benefits of using AI in customer service
There are numerous advantages to using AI in customer service. However, common misconceptions about AI often prevent companies from exploring the technology.
When used effectively, AI can help increase your company’s bottom line by as much as 10%.
Additionally, AI is an excellent tool for streamlining time-consuming, repetitive tasks. Research shows that AI-powered automation can help customer service professionals regain two hours of their work day. This time-saving technology can free your agents up to work on tasks that require human expertise.
Also, while your contact center agents need time to sleep, AI never does. By adding AI into your customer service strategy, your company can ensure that customers can access the tech support they need at any time of day or night.
However, while it can do many things, it's important to note that AI can’t replace human agents. Like any other tool in your tech stack, it’s another technology that can help your call center agents do their jobs better.
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How to choose the right customer care AI tool for your business
If you google “AI customer care tools,” you’ll see an endless list of options from various companies. It can almost feel overwhelming. Below, we go over a few important features to look out for to help pinpoint the right solution for your company.
Consider the ease of implementation
Telecom and broadband services are often an essential part of people’s everyday lives. You want to ensure your AI customer service software is up and running as quickly as possible.
That’s why it’s important to evaluate the ease of implementation when choosing an AI customer care tool for your business. While some have a timeline of a few days, other software simply requires you to copy and paste a few lines of code. This allows you and your customers to start reaping the benefits of AI more quickly and streamline the tech support experience.
Evaluate scalability
As the demand for reliable broadband and telecom services continues to rise, so does the need for high-quality customer service. 96% of customers will leave a business after just one bad service experience, so it’s essential to get it right.
Therefore, you want to choose an AI tool that lets you effectively scale customer service to meet rising demands for tech support. Tools like conversational AI chatbots let you scale support without needing to hire more staff. This can be especially crucial for regional service providers to maintain competitive tech support against national carriers.
Choose a tool with multilingual support options
Your business may serve customers across the country or even the globe. Tech issues inevitably arise, and you want to make sure that customers can access the support they need when they do.
That’s why it’s important to offer multilingual support. For example, in addition to English, a telecom provider in Canada might want to provide interactive self-service tutorials in French. This would be a smart move, considering one in five Canadians say French is their preferred language.
You’ll not only want to look for a tool that can translate text into another language but can do so fluently and in a way that sounds natural to native speakers. At demos, ask if the AI’s natural language processing (NLP) can be adapted to local dialects. After all, the French spoken in Montréal is different from what’s spoken in Paris.
Look for options to personalize customer interactions
Personalized customer service is critical for building trust and reducing customer churn. More than three-fourths of customers say they're frustrated by a lack of personalized interactions with businesses.
Whether you serve thousands or millions of customers, AI can make it easy for your business to provide personalized tech support at scale. In addition to offering support in your customers' preferred languages, good AI customer service tools are highly customizable to your customers' needs.
For example, conversational AI support cannot only guide a customer through setting up an eSIM for their phone but also offer detailed, step-by-step instructions based on the specific phone model (such as a Google Pixel 8).
This can help your customer get the tailored support they need to get up and running with their new device quickly. Offering personalized service not only streamlines the customer experience but also helps boost your company's bottom line.
Consider data security and compliance with regional regulations
As a telecom or broadband provider, you handle a lot of sensitive customer data. You want to make sure that it’s safe from bad actors. Many U.S. states and cities have A.I. regulations and laws designed to protect people’s personal information.
Additionally, many global regions, such as the E.U. and the U.K., have General Data Protection Regulations (GDPR). These laws are meant to safeguard customer data and require businesses to take specific measures for data security and privacy.
When considering an A.I. customer care tool, it’s important to ask the business about compliance with such regulations. You’ll also want to ask about secure data storage and encryption.
Choose a tool that’s easy to use
You can choose one of the most comprehensive AI solutions on the market, but if it’s not user-friendly, it doesn’t matter. You want to ensure that your AI tool is intuitive and easy to use for customers and agents.
When selecting an AI customer care tool, look for a solution with a user-friendly interface. You’ll also want to ensure it’s accessible to the one in six people worldwide with disabilities. Otherwise, you risk alienating some of your agents and customers.
To help with AI adoption, consider providing agents with technology training. When used correctly, AI is a powerful tool for helping agents with their daily tasks. One study found that AI improved agent performance by 14%. Additionally, self-service tools like AI can be critical to creating a better customer experience.
Using a customer care AI tool to improve your tech support
Good customer service is essential to improving customer loyalty and staying ahead of the competition. The right tool can help you scale your tech support to assist customers any time of day or night. By reviewing some of the tips in this guide, you can start researching the best AI tools that meet the needs of your business and your customers.
Are you looking to leverage generative AI to scale support for your telecom or broadband business? Ozmo self-serve support now offers an AI-powered virtual assistant for mobile devices and apps. Learn more about the future of tech support today!
