In the past few weeks, investment in digital transformation and technology processes has accelerated to keep pace with changing demands and to meet healthcare needs.
One industry that was already being transformed before the pandemic was that of customer service. There’s been a gradual introduction of new technology using artificial intelligence which can do many of the tasks traditionally done by humans.
Chances are, you’ve interacted with AI technology in the past week, even if you’re not aware of it. From grocery shopping to banking, ordering a takeaway, to checking the weather, we live in an increasingly automated world where technology reigns supreme.
But how much is too much?
With technologies ever-evolving, more and more businesses are turning to AI to improve their customer journey, signalling a shift for customer experience. But, striking this balance between human interaction and automation can feel like a minefield. Too little human interaction and your customers are becoming frustrated, too much and you’re simply wasting everyone’s time.
What are the benefits of customer service automation?
Streamlined processes
If you’re tired of pressing ‘one for service, two for booking,’ customer service representatives are just as tired of repeating the same answers again and again. For those mundane or regularly occurring issues, if a virtual assistant can interpret your request using an automated script response, it’s much more efficient than chatting with a human. Agents aren’t wasting time responding to the same queries that are most commonly asked. Instead, they are able to deal with more complex requests and critical interactions that require a human touch. Similarly, programs can easily automate follow-up emails or tasks, further saving your agents time and removing the margin for human error.
Predicting customer behaviour
Understanding what your customers want and need — ideally, before they even do — is the holy grail of successful customer service. By collecting data

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