Automation allows companies to satisfy more needs, while also spending less. 85% of all customer support interactions today involve AI, and that number could increase to 95% by 2025. Furthermore, over a third of companies in 2023 experienced direct revenue growth thanks to customer service automation.

Read on to learn more about the benefits of customer service automation for your business and how Voiceflow can lead your customer care efforts.

What Is Customer Service Automation?

Customer service automation includes technology such as chatbots and self-service hubs to complete routine customer service duties without human agents. This automation allows human agents to focus on addressing certain customer inquiries that require more attention or other tasks within the company.

Examples of Service Automation

Automation for customer care serves many purposes to improve the customer experience, through different websites, apps, plug-ins, and other services. Here are all the key instances in which companies use customer service automation systems:

• Chatbots: A chatbot is an AI-powered assistant that responds to various customer inquiries on a web browser or messenger app — helpful with many tasks such as troubleshooting and guidance.
• Email or text response systems: Automation can also write and send emails or text messages to users depending on the status of the support ticket, sparing human agents the trouble of having to write each message from scratch.
• Knowledge bases: Knowledge bases are sections of websites that can contain product information, FAQs, guides, policies, and other important details — which users can navigate using internal search engines and links.
• Supporting ticketing systems: AI systems can even sort customer support tickets so more urgent tickets can be addressed sooner rather than later.

Benefits of AI-Powered Customer Service Automation

The two primary benefits of customer service automation include a better human specialist focus and reductions in costs. AI-driven automation can cause up to a 50% increase in productivity. Automating routine customer service tasks can allow your business to serve users around the clock and handle a number of inquiries at a time.

Using automation can save up to 40% on customer service expenses. With more money saved, your company can grow faster, as your automation can scale to accommodate the growth as well as increases in customer needs.

How AI Automation Improves Customer Experience

Adequate customer experience is important to most customers. Putting the consumer’s needs first comes with high financial rewards for businesses. Here’s what you can help your business accomplish when you automate crucial customer care tasks:

1. An additional stream of revenue. Due to more opportunities to assist consumers, an automated customer service experience can help them reach the end of the sales and minimize customer churn.
2. Optimized customer communications. With automation, AI-powered solutions can provide omnichannel support and allow customers to get a hold of your company faster and simpler compared to conventional contact methods.
3. Positive reviews and feedback. When customers have an easy time solving problems and getting what they need, reviews on your company and products will remain consistently high thanks to automation.

Sign up for Voiceflow today and see how affordable it costs to get competent AI-powered customer solutions.

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Customer Service Automation Use Cases

With the versatility, quality, and speed of AI today, customer support automation is being used in various ways to maintain consumer relations and improve businesses.

Here are all the specific ways you can use customer service automation for your staff:

Voiceflow’s API is highly compatible with many services, apps, and third-party tools to make it the ultimate assistant for your customers. 

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ROI: Measuring the Impact of Customer Service Automation

Measuring the return on investment (ROI) of customer service automation involves assessing the financials that result from implementing and maintaining its systems.

To calculate the ROI for your automation expenses, you’ll need to subtract the overall costs from the overall revenue, then, dividing the number by the total cost, then multiplying that number by 100 to get a percentage.

(Total Revenue - Total Costs) / Total Costs x 100 = ROI

For example, if you spend $6,000 on maintaining an AI chatbot over the course of the year, and you make $9,000 in that time span, your ROI is 200%.

(9,000 - 3000) / 3000 x 100 = 200%

With customer support automation being fairly inexpensive for companies, ROI is often high for mid and large-scale corporations.

Small businesses can also rely on various core metrics when measuring ROI for automation. These are as follows:

• Cost savings: Taking note of reductions in maintenance costs and labor costs and well as understanding how the solution works to prevent costly errors.
• Efficiency boosts: Understanding how automation improves resolutions and response times so employees spend more time on higher-priority duties.
• Customer Satisfaction Score (CSAT): Gauges customer satisfaction towards your business, products, or customer service.
• Net Promoter Score (NPS): Gauges the overall consumer loyalty to your company.
• First Call Resolution: Gauges how many customers resolve their issues with just one interaction.

‍Trilogy regulates the customer experience for nearly 100 different clients and has turned to Voiceflow to automate 60% of support tickets. 

The Best Customer Service Automation Software 2024

Now has never been a better time to invest in customer service automation software, as the competitive landscape has been more dependent than before on AI-driven customer service solutions. Here are all the top companies that provide unprecedented customer support AI tools and resources:

Are you ready to automate your customer service? Join hundreds of thousands of teams and create a free Voiceflow account today! 

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Frequently Asked Questions

How can I make sure that my customers are happy with customer service automation? 

To ensure your customers are happy, provide automated responses in a clear, accurate, and timely manner. You can achieve this by fine-tuning your chatbot, training the AI using your custom data and knowledge base, and continuously improving the system by analyzing customer feedback. 

What types of tasks can be automated in customer service? 

Many customer service tasks can be automated, such as sending automated responses to common inquiries, logging interactions in the CRM system, sending post-purchase surveys, and canceling and upgrading subscriptions.

What are the three main parts of customer automation rules? 

The three main parts of customer automation rules are triggers, actions, and conditions. 

• Trigger: conditions that initiate the automated process (e.g., customer clicks a button).
• Action: responses that the automation system executes when a trigger condition is met (e.g., the chatbot replies with a smile).
• Condition: criteria that determine whether specific actions should be performed based on context (e.g., forwarding the ticket to a specific team based on the issue type).

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