How Do You Know If Your Customer Service Specialist Understands AI?
The results are astonishing if you look at Google Trends and search for artificial intelligence (AI). Online searches for information about AI have exploded in the past year. Dictionaries have even been naming AI terminology as words of the year.
This has also influenced the customer service environment. Many customers have experienced tools like ChatGPT personally and are now wondering why customer service chatbots are not as helpful as a freely available AI tool.
Many company leaders are looking for ways their technology team can use AI just because they have a fear of missing out. It feels like the early days of social media when companies were jumping from one social network to another, trying to find the best for their customers.
Understanding LLMs
But it is worth stepping back just for a moment. AI is a tool. It can help your business improve the customer experience. But still, it is more complex than just adding an off-the-shelf chatbot on your website.
These conversational bots use a system called Generative AI (Gen AI). This allows them to understand natural language questions and then generate an answer from a large body of knowledge – Large Language Models (LLMs). The most significant language models currently contain billions of information items. So, creating the model and training the bot is already a considerable effort.
Also, your products will likely have specific details and specifications. Suppose you are producing electronic products, like smart TVs, and you want to add a chatbot so customers can ask technical questions about setting up their TVs. You can’t use the public version of ChatGPT because it is very unlikely to have all the technical details of how to support your specific TVs – it needs to be trained with this in mind.
You may be excited by AI and want to embrace it quickly. However, every customer service specialist has a different level of expertise. Some are talking about AI but have yet to use it. Some have been exploring it in detail. They can authoritatively advise on how and where AI can be used to improve the experience your customers have when interacting with your brand.
How Is DATAMARK Using AI in Customer Service?
DATAMARK is different. Consider the following before engaging with a customer service partner talking about AI’s advantages in the customer experience.
Is your customer service partner using AI today? Have they deployed AI with real clients? At Datamark, we’ve developed our internal AI solution specifically for CX processes. It’s called DataSpark and it acts as a digital assistant for the agents.
How Does DataSpark Work?
Agents seamlessly receive information and tips during calls, eliminating the need to draft notes afterwards. With DataSpark, there’s no interruption as agents are prompted with the necessary information in real-time. This spares them from putting customers on hold to search for details. The system actively listens to and advises agents, ensuring a smooth and efficient experience during customer interactions.
DataSpark is already working today with some of our clients. It improves quality and increases the productivity of every agent. The results: agents love it because it’s like having an extra pair of hands.
How do they ensure the AI system is safe?
Our internal team developed DataSpark, so we know exactly how it works. In addition, we tested it in small pilots with clients before going for a wider rollout.
This system is focused on improving and assisting how the agents work. So, the end customer is not directly exposed to the AI. Many AI chatbots still suffer from a problem called hallucination. This will eventually be resolved. But still, it’s better to ensure that the tools are helping agents rather than hoping the AI system always answers a customer correctly.
What plans do they have?
Bottom Line?
DataSpark was developed internally, and we have ongoing plans to innovate further. DataSpark could address any manual or repetitive task that agents need to perform, and we will test and explore new ideas that end customers can engage with.
We continuously engage with our clients so they know about innovative new developments and can choose to be closely involved through pilots or A/B testing.
The bottom line is that every business process outsourcing company or customer service specialist is talking about AI. They all need to react to what the market is exploring. However, only some have implemented AI solutions that dramatically improve CX for their clients.
DataSpark is doing this today. Feel free to ask our team for more information and examples.
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