How is Hyper Automation Impacting Customer Service?

Many businesses use customer service automation to boost support agent productivity. It aims to assist customers while requiring fewer live human interactions. It also protects businesses against high call volumes, accelerates customer service processes, and reduces human error.

 

However, there are some disadvantages to automated customer service, such as the lack of human interaction and the inability to handle complex questions. To determine whether your company could benefit from automated customer service, we weigh the advantages and disadvantages. We also talk about how to automate some (or all) of your company's customer service.

 

What is Customer Service Hyper Automation?

 

Customer service hyper-automation is a customer support process that reduces the need for humans to respond to customer inquiries. Self-service resources, proactive messaging, and simulated chat conversations are used by businesses to achieve automated customer service. 

 

Customer service hyper-automation employs technology and automation to streamline customer service processes, reduce human intervention, and expedite resolutions. Breakout CEO Jugal Anchalia defines it as "automating the interaction between customers and the company for support-related queries with minimal or no human involvement."

 

You can make it easier for customers to get help and assistance by automating customer support without overburdening your employees. Automation allows you to save time on mundane, repetitive, and simple tasks. This allows your employees and agents to concentrate on more important, complex tasks that require their undivided attention.

 

Traditionally, companies have used a team of customer service agents to assist customers in resolving issues. These service representatives handled inbound phone calls, emails, and other channels. As the company expanded, so did the need for more support personnel.

 

Unfortunately, hiring incurs additional costs for the company. As a result, customer service automation has evolved into a cost-cutting strategy for scaling support without sacrificing quality.

 

Anything that allows your customers to help themselves without requiring human intervention is considered customer service automation. When a customer needs answers to simple, repetitive questions, a status update, or to locate a specific resource, automated customer service works properly.

 

An AI-powered chatbot, a customer self-service knowledge base, a recorded phone system (IVR), or customer service software that uses machine learning to automatically answer customer questions are all examples of automated customer service technology. 

 

Also Read | What is Hyper automation and how is it used in businesses?

 

Benefits of Customer Service Hyper Automation:

 

Hyper Automation represents the next phase of digital business, creating an environment where organizations can do more with less, while also improving operational visibility and optimizing the employee journey across every vital touchpoint.

 

Customer service automation has numerous benefits for your company. It assists your customers when you are unavailable, saves you money, and much more. So, here are the top advantages of using an automated support system.

 

1. Quicker responses:

 

When considering customer service issues, it's always best to put yourself in the shoes of the customers. Consider the things that have irritated you in the past. It stands to reason that you should try to eliminate these as much as possible in order to improve the customer experience at your business.

 

Slow response times are a major customer complaint. Consider all the times you've waited interminably on the other end of a phone or at a customer service desk, hoping in vain that someone would come to your aid. If this happened to you again, you'd probably go somewhere else, and your customers will probably do the same.

 

2. Offers round-the-clock assistance:

 

First of all—your customers expect you to be available 24/7 to answer their queries. In fact, a study shows that 51% of consumers say that they need a business to be available at any hour of any day. But from a business perspective, it’s not always possible. You can't always be on unless you spend thousands of dollars on night-shift agents.

 

This is where customer support automation comes into play. For example, if your shopper has a question around 1 o'clock in the morning, the bot can respond quickly. It can also redirect the buyer to a dedicated page for more information.

 

If the customer has a complex issue inquiry that chatbots cannot handle, they can leave their contact information and the representative will contact them first thing in the morning.

 

3. The support team is more efficient:

 

Instead of having customers wait in line for your support team, you are resolving their issues with no effort. Customers receive the assistance they require in a timely manner rather than calling or emailing your company.

 

Since automation handles the majority of customers, when they do contact your support team, their issue is likely to be resolved in much less time. Customers do not have to stand in a long line to get assistance from your agents.

 

This allows your support team to focus on problem resolution rather than response time reduction. Because they have fewer customers to deal with, they can devote more time and attention to each individual case. They also have time for other customer service tasks and can concentrate on other critical customer interactions.

 

4. Boosts Speed: 

 

Approximately 66% of customers are irritated when they are placed on hold for an extended period of time. That is not surprising given that waiting in line wastes the customer's time. When we have a problem, none of us wants to wait for help. We want it resolved immediately.

 

Call center automation can help to solve this problem. You can configure automated responses for frequently asked questions as well as a queue system to inform customers of how long they must wait for assistance. An automated call center reduces the number of customers on hold while also increasing customer satisfaction with your support services.

 

5. Reduces Human Error:

 

People make mistakes all the time. It's perfectly normal. However, if you own a business, the mistakes of your employees can cost you customers and reduce the trust that customers have in your company.

 

In fact, 46% of customers are irritated by inept customer service representatives. The good news is that you can easily solve this problem by implementing support automation. By automating some of the processes, your clients will always receive accurate answers to their questions.

 

6. Tools for optimization:

 

Even the most sophisticated automation needs to be measured and evaluated. Businesses can use optimization tools to track the performance of their hyper-automation solutions and compare it to pre-defined KPIs to identify process inefficiencies, performance issues, and untapped opportunities. Performance analytics, process optimization, and continuous improvement management are examples of these tools.

 

Also Read | How can Automated Artificial Intelligence (AutoAI) Help?

 

Applications of Hyper Automation:

 

The way brands support their customers at all stages of their life cycle has always been an important part of a company's strategy, but in recent years, consumers' expectations for that support and information have shifted. The pandemic has contributed to this, as customers now value the service or experience they receive more than the product itself.

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Applications of Hyper Automation

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Hyper-automation could be the answer. On the surface, hyper-automation may appear to be another of those technology buzzwords that, as is often the case, do not deliver on its promise. However, technology is rapidly delivering tangible benefits to businesses.

 

In various industries, hyper-automation is taking shape, allowing organizations to improve business operations on a larger scale than ever before. Here are a few examples:

 

1. Banking:

 

Banks can benefit from hyper-automation in a variety of ways, including regulatory compliance, marketing, sales, and distribution, customer service, payments, loans, and back-office operations. Lower-level tasks are managed by RPA so that teams can improve strategic decision-making and advisory services, identify risks and opportunities, and conduct live data reporting. 

 

For example, intelligent character recognition enables banks to improve their "Know Your Customer" (KYC) processes and compliance by converting manually written customer information into electronic versions for faster analysis and action. Time, money, and human intervention are all saved by hyper-automation.

 

Also Read: Is Artificial Intelligence (AI) the Future of Banking?

 

2. Healthcare: 

 

Hyper Automation can generate intelligent billing processes by collecting and consolidating billing information from various departments without the need for human intervention. AI and RPA, for example, can identify medical policy coverage and conditions, and intelligent chatbots can assist and automate bill submissions. 

 

The transcription of speech into text is made possible by ML-enabled voice recognition, which can handle thousands of cases at once. All of these hyper-automation processes result in improved back-office and customer-facing operations, which improves the overall customer experience and increases operational efficiencies.

 

Also Read: RPA and AI in Healthcare

 

3. Customer Service and Call Centers:

 

Another real-world example is the use of RPA and AI in call centers to automate manual processes such as mouse clicks and application launches in order to assist agents in quickly retrieving information about a client from multiple systems.

 

When a customer calls an agent, the agent can see a more complete customer profile without having to switch between apps or screens. These activities can be expanded to include CRM, package tracking, and project automation.

 

Also Read: What is Robotic Process Automation?

 

 

Conclusion: 

 

Everything that can be automated should be automated, according to hyper-automation. When advanced intelligent tools like AI, AI and Machine Learning, RPA, and NLP are combined, the sky's the limit in terms of how much benefit your company can derive. Hyper Automation ensures that every intelligent tool is optimized to provide the greatest business benefit to the organization as a whole.

 

Hyper Automation is set to usher in a new era of business capability. While intelligent technologies will power this era, they will be built around people.

 

ServiceNow, the market leader in enterprise service management solutions, is leading this revolution. By offering comprehensive low-code automation solutions, ServiceNow empowers the experts and puts automation innovation in the hands of those who can make the most of it. Simply put, we're democratizing digital transformation, putting more than just professional developers in charge, and empowering everyday employees to focus on improving the work they love.

 

Finally, as COVID has become a reality, organizations have begun to rethink their customer experience strategy with a digital-first approach. They realized they needed to think beyond the onboarding process and extend the exceptional experience to customer service. This would entail rethinking regulatory frameworks, implementing technology such as hyper-automation tools, and making a difference in service. And that is the path to ensuring that the CUSTOMER remains King and that the customer experience is excellent.