AI is the gift that keeps giving

Leverage AI for Enhanced Self-Service and Support During the Holiday Season

The holidays often bring a surge in customer inquiries and support requests for businesses across industries. While customers are piling up and employees are trying to finish key assignments, support staff have sugar plums dancing in their heads. From planned vacations to end-of-year appointments, your support staff will be under pressure.

Leveraging Artificial Intelligence (AI) can absorb the unpredictable load and staffing concerns by enhanced self-service and support during this busy time. For over six years, Serviceaide has been a pioneer in developing AI-based solutions and products. Luma, an intelligent, virtual agent can handle two-way dialogue between users and support staff to expedite and streamline user interactions and unburden back-office staff. Luma can also interact with end users to resolve high volume requests, identify information, and in many situations handle a complex request completely. Luma is not an FAQ driven chatbot but rather an AI-based virtual agent that optimizes and learns as it goes. Our customers have seen reduced costs and improved user satisfaction with the addition of Luma to their service environments, from retail to education to manufacturing.

In the spirit of sharing, we highlight five areas where a virtual agent can dramatically impact your organization.

The benefits of a virtual agent

Not only are companies struggling to handle requests during holidays, but they are also looking for ways to enhance self-service levels to reduce costs. The digital experience is also important. Getting the right transactions completed and answers when you need them drives satisfaction and productivity. Let us consider five ways a virtual agent can improve your service and support levels.

• 24/7 Availability: AI-powered systems operate around the clock, ensuring that users receive support and can conduct business even outside regular business hours. A virtual agent extends your staff without adding costly headcount.
• Instant Responses: AI-powered virtual assistants can provide instant responses to user requests, reduce wait times, and improve overall satisfaction. This is particularly important if you are interacting with partners or customers that have expectations of time-sensitive, quality service.
• Scalability: AI systems can handle a large volume of requests simultaneously, ensuring that no customer is left unattended, and no one abandons your service during peak holiday periods.
• Consistency: AI-powered systems deliver consistent and accurate responses, ensuring that users receive the same level of service regardless of the time or day. And a virtual agent is not constrained to just what it’s trained to do. It can also gather the information required then seamlessly hand it off to a human support analyst if it cannot resolve the request directly.
• Intelligent processing: Just as employees learn on the job, a virtual agent learns too and quickly identifies solutions to problems using Generative AI to deliver content that is relevant and improves accuracy each day.

AI solutions will change how companies approach service and support.

AI is a powerful technology that can automate various aspects of service and support. At Serviceaide, Luma AI is leveraged across our product portfolio, not just in our virtual agent. With the addition of Generative AI nine months ago in our spring release, state of the art capabilities drive better knowledge organization and discovery, time and cost savings, hyper personalization, and data synthesis to name a few. Whether you are in IT or HR, automating manual tasks, improving business processes, and providing information and tools to best meet the needs of your users is critical. Invest in AI and you will see the benefits across your organization and throughout the year.

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