Good question. Speed is obvious. Faster replies, shorter holds — nice.
But does AI actually make service better? Yes, and here is why:
Lets address the simple bit first-does it speed it up? yes by orders of magnitude!
- Instant answers 24/7 and in theory could do so to half of the world at once
- Never leaves people on hold, never has to check with a team member
- Organizes customers efficiently reducing wait times significantly
Great but this come at a cost of quality?
No, it doesn't. automotive AI employees can answer 24/7 but as mentioned they can do so to hundreds or thousands or even hundreds of thousands of customers at once while still treating all of them as if they are its only, favourite and most important customer. An automotive AI employee is trained on massive amount of automotive industry data which allows them to understand customer queries on the same level of industry experts, the difference been that automotive AI employees are not limited to been specialised in one aspect of the industry but instead are experts in every aspect!
Additionally a lot if not all issues in customer service stem from human error, for obvious reasons AI employees don't suffer from the same issues. By automating your customer service you don't just increase responsiveness you also remove human error. An AI employee will never snap or use a sharp tone to an annoying customer they are literally programmed not to do that. An AI employee will never make a mistake in booking, will never forget a customer's name, will never explain something incorrectly and will never miss a lead because they had to leave the office to take a quick call that ended up taking 35 minutes during peak hours!
At Relatim most of our clients would disagree with the following but AI employees are not flawless. Sometimes a human touch is needed so what happens then?
Its very simple the agent forwards the issue to your human staff and tells the customer its doing so, to avoid any confusion.
To conclude
Automotive AI can do more than speed up customer service. It can turn customer service into a nice thing not the nightmare it sometimes tends to be. Automating customer service with AI employees allows you to increase efficiency and revenue, decrease costs and treat every customer as if they are your only customer. What are you waiting for book your demo today!