Use case scenario
How do you empower your customer success team with AI? Well, first your team needs to know what the customer is talking about, which can be very difficult depending on how much information you have about the customer when they reach out. Let’s see how we can build a way around this!
Many companies are currently looking at how they can build the best engines for customer success. But interactions with customers are a delicate business, and reducing the number of questions asked to the bare minimum has proved to be a key factor in maximizing customer satisfaction.
What can be achieved?
Using natural language processing techniques, we can create a model that predicts what product the customer is talking about based on their initial description in the customer service system.
Customer: On one of the dresses I bought from your website last month the lace overlay had a tear in it when it arrived.
Rep: I’m sorry to hear that! Would you like us to send you a new Lily summer dress to arrive later this week or would you prefer a refund?
Customer: I would like a new one please.
Rep: All right, no problem! I’ll put one through straight away. Just send through the broken one to our returns address so we can recycle it.
Customer. Thanks! That’s really helpful.
Rep: No problem! Have a nice day