4 Ways How AI Improves Frontline Customer Service Training

4 Ways How AI Improves Frontline Customer Service Training

To win and keep customers, you need to provide a great customer experience. The key to this often lies in the employee experience. Well-trained and motivated employees provide better service, leading to happier and more loyal customers. AI tools like eggheads can help maximize this potential and empower teams. Here are four ways AI supports managers and agents in frontline customer service training.

AI-powered Microlearning for Customer Service Training
Customer conversations show how fit agents are. AI-powered microlearning empowers behind-the-scenes and improves customer satisfaction and loyalty. Image: Midjourney.

The name “customer service” itself reveals that the focus is on customers. With such a strong focus on customer orientation embedded in its DNA, it’s clear that the topic of ChatGPT is naturally viewed from this perspective. How can we process customer queries faster, better, and more efficiently?

Although GPT and other Large Language Models (LLM) are delivering on some of the promises that chatbots have owed in recent years, their potential goes further. They can empower agents to deliver a better customer experience and improve service quality.

Addressing Major Challenges with Frontline Customer Service Training

Customer service must manage multiple challenges simultaneously: improving quality, increasing efficiency, finding and retaining qualified personnel, and dealing with a flood of increasingly complex information.

It’s a balancing act between “the customer is king” and “time is money.”

Let’s not forget the usual clichés: unfriendly and ignorant staff, endless waiting times and robotic responses.

Targeted frontline customer service training can remedy this by shortening training time, keeping employees professionally fit, and reducing case processing time.

AI-Powered Microlearning for Customer Service

However, training agents also brings challenges: if they are pulled away for training, they are not available to customers (which is true for all types of frontline employee training).

In addition, traditional classroom training or epic e-learning leads to cognitive overload. As a result, the knowledge is quickly forgotten. Thus, many learning and development programs are neither sustainable nor efficient.

Microlearning for customer service offers a solution. This method breaks down learning material into small, easily digestible units. Employees receive compact learning content at regular intervals while they work. Regular repetition ensures staff remembers what they learn in onboarding and training (learn more about refresher training and the benefits of microlearning).

To further increase the impact, you can use AI. Here’s what you can do with AI-enhanced microlearning in frontline customer service training.

1. Quick Content Creation and 2. Translation

The products, services, and technologies used in customer service are constantly changing. Training materials can therefore quickly become outdated. Employees working with outdated information can provide incorrect information, negatively impacting customer satisfaction. It is therefore crucial to be able to react quickly to changes. This is where a tool like eggheads, a leading AI-enhanced microlearning platform for customer service, comes in.

With eggheads, you can quickly create new chat-based training modules using existing content with AI support. The generated output serves as a first draft, which can then be reviewed, improved, and shared. This way, you the keep editorial control. Additionally, you can translate the chat-based learning nuggets into other languages with the touch of a button.

3. More Relevance Through Tutor-like Feedback

In addition, eggheads offers the possibility to provide agents with a personal tutor. This tutor gives personalized feedback and uses the company’s content as a basis for it. This way, more challenging knowledge checks or role plays can be performed. For example, agents could be asked to describe in their own words how they would deal with an angry customer. The feedback confirms what has already been done well and identifies areas for improvement.

4. Deeper Understanding with AI Insights

Evaluating open user responses – as in the difficult customer conversation example above – is often a challenge. With eggheads, this process is greatly simplified. AI helps extract new insights from the wealth of feedback.

These summaries are available at the click of a button and provide valuable insights into team performance and knowledge. This allows organizations to better understand where training is needed and how to optimize their programs.

These four opportunities show how AI can also be used behind the scenes to improve the employee experience and ultimately the customer experience.

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