Although the COVID-19 pandemic is beginning to be left behind in israel whatsapp data several aspects, its impact will last in other areas, such as the workplace. And one of the sectors that has been most affected is Customer Service , because all the 'actors' have modified - in one way or another - their way of interacting with the environment and now everything indicates that 2023 will be a year of consolidation for these changes.
To adequately respond to this increased pressure, telemarketing companies can turn to sophisticated Interactive Voice Response (IVR) tools . Thanks to improvements in Artificial Intelligence (AI) and Natural Language Processing (NLP) , bots that answer calls can do so in a much more human-like manner than before, taking the work off of agents.
Inclusion of self-service tools
Sometimes, customer problems are easy to solve and don't even require the intervention of an agent. For these cases, companies are beginning to look favorably on the use of self-service tools that guide users along the right path to resolve their problems. In this way, calls become the last resort for cases in which they have not achieved what they were looking for, which translates into queues with lower call volume and shorter waiting times .
Artificial Intelligence for a personalized experience
Investing in Artificial Intelligence (AI) in this sector is one of the best ways to lay a solid foundation for your business. This technology has a multitude of applications and many of them are of great value in improving the customer experience : from personalizing the service to offering precise responses in real time, even predicting their behavior to anticipate problems before they arise.
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