If you want to win and retain customers, you give everything to create a convincing customer experience. But the key to this often lies in the employee experience. Well-trained and motivated employees ensure better service and thus more satisfied customers. AI tools like eggheads can maximize this potential and empower teams. Four ways AI empowers agents.
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 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 training can remedy this by shortening training time, keeping employees professionally fit, and reducing case processing time.
AI-powered microlearning empowers agents.
However, training agents also brings challenges: if they are pulled away for training, they are not available to customers. In addition, traditional classroom training or epic e-learning leads to cognitive overload. As a result, the knowledge imparted is quickly lost. Thus, many learning and development programs are neither sustainable nor efficient. Microlearning offers a solution. This method breaks down the learning material into small, easily digestible units. Employees can thus be provided with compact learning content at regular intervals – while they are working. Regular repetition ultimately ensures that the knowledge is retained. To further increase the impact, AI comes into play.
Here are four concrete possible applications:
1. Create content more efficiently and 2. translate it.
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 Training materials can therefore quickly become outdated.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-powered microlearning platform, comes in. With eggheads, new chat-based training modules based on existing content can be created in a few moments with AI support. The generated output serves as a first draft, which can then be reviewed, improved and shared. Editorial control thus remains with the company. Those who ultimately want to deliver the chat-based learning nuggets in other language regions can have them translated at the touch of a button.
3. More relevance through feedback like from the tutor
In addition, eggheads offers the possibility to provide agents with a personal tutor. This tutor gives personalized feedback and uses the company’s own content as a basis for it. This way, more challenging knowledge tests 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. Better understand where the team stands
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.