Automated Customer Service: Full Guide - Benefits, Features & More

Home » When Not To Use Customer Support Automation » Automated Customer Service: Full Guide - Benefits, Features & More

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Automated customer service works by leveraging technology—like conversational intelligence software and customer intelligence solutions—to efficiently handle customer interactions. This software and these tools then follow these steps to a resolution:

  1. A customer initiates contact and explains the issue.
  2. The automated system recognizes the intent using keywords and natural language processing (NLP).
  3. The system generates a response or initiates a ticket escalation based on the query.
  4. The system delivers the response to the customer and executes any necessary actions on its end.

Using NLP and generative AI principles, the system learns from previous interactions to create more consistent responses and provide better resolutions and support during future interactions.

Automated Customer Service Example

A customer has an issue with an electronic product that won’t turn on.

They reach out to your company for a solution, and your customer service

automation handles the interaction.

StepDescription
Step 1The customer navigates to the support page on your website.
Step 2

An AI agent—an autonomous AI chatbot—greets them

and gathers information about their problem.

Step 3

The AI agent directs the customer to an article

discussing the issue in your knowledge base.

Step 4

The article instructs them to perform a certain task.

If the task doesn’t work, the AI agent can offer a

new solution or route the customer’s ticket to a human agent.

Tag » When Not To Use Customer Support Automation