The idea of enhancing your customer service strategy with AI is really thrilling, yet it might also seem a bit overwhelming
AI is undoubtedly a powerful tool that can enhance the customer service experience. Will it completely replace humans? we don't think so. Most companies will adopt an augmented customer service AI strategy, with several AI tools, some to replace repetitive questions or "low value" efforts from agents (eg. simple AI bots) and some with the primary focus to drive efficiencies for human agents.
Nothing can truly replace humans because, ultimately, the customers are human beings that require that human touch experience! This is where Word WandAI shines - it's an AI tool to enhance the agent's ability to deliver a highly personalized and efficient experience. Simply put, Word WandAI is a tool to assist agents in delivering a faster and higher-quality customer service experience.
Getting Started with AI and Zendesk
So you are a customer service leader, you have heard of OpenAI, and you may have dabbled with ChatGPT. You could be wondering about the initial steps to take with something as innovative and unique as this.
Well look no further! Word WandAI’s tool captures the vast power of ChatGPT & OpenAIs generative AI model, along with Word WandAI’s proprietary technology, into a fully Zendesk integrated tool.
“Even with AI, a fascinating topic today, it's vital to consider why and how you'll use the new tools, and how it fits your team and customer service strategy.”
Being a leader in customer support, you've introduced new team members on numerous occasions. Similar principles come into play when integrating an AI tool like Word WandAI into your tech toolkit. We've outlined the key factors to think about when embracing a new team "AI" member – and how you can leverage your experience to onboard a new AI tool.
1. What’s the AI's role description?
When hiring a new support team member, you lay out their responsibilities in a role description, so that they – and the rest of the team – know exactly what they’re responsible for, and how they fit into the wider customer support strategy.
It’s a good idea to do something similar when you’re considering bringing an AI tool on board. A support team’s approach to their tech stack should always be “strategy first, technology second.” Even when it comes to AI, it’s important to think about why and how you will use a new tool – and how it fits in with your team and strategy.
What gaps could an AI tool fill? What new efficiencies could be unlocked with a tool as powerful as Word WandAI?
Ask questions like:
Where do we see an AI tool bringing the most value to the team?
How much time do we spend crafting high-value and personalized responses, and what would we rather spend that time on?
When a customer complaint happens, how much emotion, time, and energy is put into crafting a perfect response from the agent? or the manager its been escalated to? Can the AI do 98% of it, with some minor tweaks added?
How do we want to start incorporating an AI tool into our existing workflows? (eg. can we combine it with our current macros and leverage the AI's ability to personalize each response with the macro information..?) (🤯... see how here)
What kind of queries requires a human touch that Word WansAI is best suited to answering? How can we split out those low-value, basic, bot-level queries to another AI tool?
Are we ready to implement Word WandAI across the board or should we try a more phased rollout?
2. Define what success looks like
With any new team member, it's important to communicate your expectations for what they should accomplish during their initial week, month, or six months. Setting benchmarks and goals is crucial for gauging success, this applies to Word WandAI.
Decide what success looks like before bringing your new AI tool on board so you can measure the value it’s bringing to your team.
First, decide which metrics will be the most important for measuring Word WandAI’s value. It could be average response time, CSAT, time to resolution, time spent on escalations, or it could be a simple X amount of usage per day from the support team – whatever makes sense for your team.
Once you’ve selected the relevant metrics, make sure you’re aware of the team’s benchmark figures so you’re prepared to measure team performance with AI against team performance without AI.
As soon as Word WandAI is set up (a super quick process), you can start comparing results!
3. Make sure the AI tool – and your team – are set up to achieve that success
It’s a manager’s job to ensure new teammates are given the resources and tools they need to succeed. Word WandAI is incredibly easy and quick to set up – but there are things you can do to prepare yourself and your team for working with an AI; and to ensure Word WandAI offers real value.
Word WandAI has several different functional features that your team should be aware of. We suggest you review our documentation to learn the basics and view the advanced demo video on our youtube channel (https://www.youtube.com/@WordWandAI)
Here are some recommended videos…
4. Give your team time and space to get to know Fin
Word WandAI is a great tool, but it is only effective if your team uses it. You need to find other ways to help your team become familiar with the new addition and get involved in optimizing for its success.
“[Your team] will likely find new, creative ways to implement Word WandAI in their everyday work”
Rethinking team processes, responsibilities, and performance metrics to incorporate an AI tool will be an exciting opportunity, but also a challenge. Some of your teammates may be understandably concerned about adding an AI tool to your tech stack, and patience, understanding, and curiosity will be key as your team figures out the best way of working in this new world.
As your team gets used to AI support – they will find themselves being less bogged down on complex, emotionally charged customer queries... spending less time crafting labor-intensive, personalized responses to high-value tickets.
They will find themselves with more free time in their day… more time to get more tickets or other parts of their job that provide outcomes for their customers.
5. Check in often to make sure Word WandAI is being leveraged effectively
You’d never spend time onboarding a new teammate just to leave them to their own devices after a couple of weeks on the job. As with every new starter in your team, monitoring, reflecting, and building on Word WandAI’s responsibilities.
Collect your team’s feedback; discuss any ideas they might have for new and creative ways to employ Word WandAI, share examples from team members on how they used the AI tool to respond to a customer, or important areas they’d like to explore with the extra time Word WandAI creates.
You’ve got all the tools you need to make the most of AI support
In conclusion, AI will have a significant impact on the customer support ecosystem within Zendesk and companies will need to adopt an augmented customer service AI strategy to ensure they provide a well-balanced experience to their customers. Companies that solely focus on AI from a low-value ticket, automation, and bot point of view will run the risk of missing out on the opportunities that can be gained for the AI tools which help agents effectively work high-value tickets... which will always require human touch and input.
Word WandAI will play a key role in providing agents with a tool for them, so they continue to deliver a highly personalized customer services experience in the most efficient way possible.
To try Word WandAI and start your free trial, navigate to https://www.zendesk.com/marketplace/apps/support/930722/chatgpt-word-wandai/
Learn more about Word WandAI here https://www.wordwandai.com/ or contact our team via contact@wordwandai.com if you have any questions.
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