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Why Use Customer Service Automation Software?

Why Businesses Use Customer Service Automation Software

With hiring challenges and unpredictable call volumes on the rise, contact center executives must find new solutions to resolve common, high-volume customer service requests more efficiently and effectively. Customer service automation software does this. It resolves simple, Tier One issues giving live agents the ability to focus on resolving more complex issues.

According to CMS Wire, contact centers that are not equipped with more advanced technology solutions to automatically route calls experience a 68 percent increase in escalations. As a result, hold times end up increasing by up to 34 percent. Those organizations that automate customer assistance requests can potentially reduce or eliminate wait times, improving customer satisfaction and loyalty.

What is an automated contact center?

This is when companies use AI (artificial intelligence) technology to provide customers with basic information and to resolve simple issues. Conversational AI can give answers to frequently asked questions, troubleshoot problems, or offer other natural-sounding responses. 

How can my business automate its customer service?

There are 2 ways to build an automated customer service system:

  1. Create it internally – which can be an expensive, time-intensive process requiring a team of AI experts. 
  2. Use existing software – where it’s easy to implement an existing solution from a purpose-built provider like Replicant’s Thinking Machine.

Most businesses choose to use existing software. 

What is customer service automation?

It is an alternative to business process outsourcing, which typically involves using an offshore call center to manage call volume overflow. Instead, it leverages customer service automation software that automatically handles Tier One customer requests, freeing agents up to concentrate on more high-value inquiries.

How much customer service is automated?

An article in TechJury states that 88 percent of businesses now prioritize customer experience in all of their contact centers. As a result, customer service automation services have been high on the priority list.

Up until now, contact center leaders have relied on interactive voice response (IVR), standalone chatbots, and agent-assist technology to help reduce the burden on agents. However, these solutions are no longer enough. They create frustrating and disjointed customer experiences that deflect, rather than resolve support issues.

At the same time, agents are still left resolving high-volume repetitive cases, while contact centers continue to face rising costs and customers are left on hold.

With customer service automation, contact center leaders can use one powerful conversation engine to resolve issues across their voice, messaging, and/or other digital Channels.

Replicant’s customer service automation software solution:

As a leader in customer service automation, Replicant helps companies automate their most common customer calls while empowering agents to focus on more complex and nuanced customer challenges. Our Thinking Machine allows consumers to engage in natural conversations across voice, messaging, and other digital channels to resolve their customer support issues, without the wait, 24/7. 

Automation using conversational AI technology can help any contact center – no matter its location, size, or use. It is flexible and customizable to offer a branded experience that matches any organization’s core values. Scale up or down instantly, implement in weeks, and easily handle millions of customer support interactions a month. Calculate your ROI using contact center automation.

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