Astute Releases "Definitive Guide to Customer Service Automation"

Many companies are trying to create “customer delight” today. The problem is, there really isn’t a cold, hard definition of what this involves. Customers would probably choose a definition of “making it easier for me to do business with a company.” This means flexibility in choosing to interact with a company by the customer’s medium of choice, never having to call back or repeat themselves, and cutting down the time it takes to get a customer inquiry finished. To accomplish this, companies need to be leveraging their customer data to anticipate customer needs, have all information in a centralized repository, and make it easier for agents to digest information and repurpose it in a way that helps the customer.

Astute Inc. produces an artificial intelligence-driven software platform that makes it easier for companies to craft effective customer engagement. The solution helps companies provide more effortless customer experiences across channels and devices, and empowers contact center agents with smart tools – all while delivering first-party customer data and actionable insights back to the brand. The company recently announced the release of its “Definitive Guide to Customer Service Automation.” The guide covers the key drivers behind customer service automation trends, the benefits of automating, best practices, and common mistakes to avoid.

The guide offers insights into how businesses can benefit from investing in customer service automation, including improving customer response times, enhancing agent engagement, and reducing cost per interaction. It also includes best practices for implementing customer service automation, such as prioritizing cross-channel consistency and identifying where automation serves the customer journey. Additionally, the guide identifies common pitfalls of customer support automation, including not getting agents on board and losing the personal touch.

“Customer service automation technology has tremendous potential to improve outcomes for customers, business leaders, and agents alike,” said Alex George, president and chief technology officer of Astute, in a statement. “For the past several years, the need to automate customer service processes has largely been driven by consumer preferences and expectations. The COVID-19 pandemic has accelerated that trend as most customer interactions are now digital.”

Edited by Maurice Nagle