8 Good Reasons for Automation

Published on Jun 30, 2018

8 Good Reasons for Automation

This is not a definative list - also the path is not easy but working with TonkaBI we can help you realize your dreams and add huge value to your processes and support services. Here are 8 good reasons to start:-

  1. The rise of messaging applications Messaging apps have long overtaken social media as a way to communicate. This is beyond communicating with friends and work colleagues, people are increasingly using messaging apps to interact with business. Messaging services becoming another connection point for organizations to communicate with existing and future customers. Business process automation through the use chatbots messengers are a key place to focus customer support and process improvement. Self-service though the messenger interface. Consumers are connecting with brands through messaging apps to purchase, book, update and receive advice.

  2. Pre-emptive action Automation can deliver a level of efficiency and response times that arn’t humanly possible. Process and systems with AI embedded in them can watch and monitor a huge amount of traffic and process 7 days a week, 24hours per day with no holidays. This can allow companies to watch activity for distress indicators, identifying customers experiencing issues and what those issues are in real time and the company team can decide what to do with these too – watch; report; respond; manage – all in near real time. This gives company’s the ability to resolve customer service issues before they build up in to big issues – the initial issues can be highlighted and responded to.

  3. You only have to train a Bot once, hiring and training staff takes time and money. Customer services staff have a high attrition and turn over rate – it’s a tough job especially on the front end. Also it can be very repetitive. Hiring costs and training costs for call centre and process teams can be very high annually. Automation platforms can offer huge time and cost savings in this space. As you train the ‘Bot’ it can manage more and more of company’s repetitive tasks building up a real knowledge bank in the company. Better yet, you only have to train it once for the tasks, and as you train it more and more the Bot will love to work 24 hours a day! This is an exceptionally powerful feature when it comes to company process changes. Rather than re-train an entire workforce, you need only re-configure the software and a lot of it can be automated. Better still, these customer service platforms help free up employees from routine tier-1 support requests they’re tired of working on, so they can focus on the more challenging and creative tasks that support their customers’ complex needs, adding REAL value to the brand and making the person actual job a lot more interesting and rewarding.

  4. Customer service that’s always-on More companies are operating globally, growing quickly and wanting to move fast. Automated customer service is not constrained by time zones or public holidays which when looking at countries and time zones can be complicated! Automation gives organizations the ability to deliver ‘always-on’ customer service to resolve issues as soon as they arise. This can greatly influence customer satisfaction and churn. It also shows that a company that is committed to supporting customers – which is valuable for brand reputation and trust. Linking this to analytics and a company dashboard allows teams to watch what is going on and triggers will give heads up when there is good and bad news to deal with.

  5. Reliable service, wherever customers need it Chatbots are free from many afflictions and biases that can negatively impact a customer interaction. They do not turn up to work late with a hangover. They can be designed to not get angry and argue with a customer. They don’t take matters into their own hands, and they can be programmed to escalate calls to a manager if they cannot solve a customer query. All this helps improve the customer service interactions, which can have a huge influence on repeat business.

  6. Need for speed Speed is always important when dealing with customers – not only can the support team be ‘open’ 24/7 but also it can be 100% responsive dealing with 100’s or 1000’s of customers at once. No more busy message and dropped customers. Speed matters!! Digitization of customer service has the power to speed up issue resolutions, thus improving service satisfaction levels. Online FAQ content has the power to immediately answer a common query, and chatbots are not limited by typing or research speeds. These new technologies give businesses the power to scale their customer service at an unprecedented speed, even with limited resources. Upon launching a new product, businesses can release interactive FAQs, which can resolve thousands of customer queries without the need for human interaction. Chatbots empower businesses to respond instantaneously to a surge in customer inquiries, simply by switching on another sever. With the help of AI and chatbots that continuously learn from every interaction, brands can rapidly transition into new geographic markets free from the limitation of employing and training staff that speak the local language.

  7. Demand for self-service options Tech-savvy Millennials (and MANY other people) prefer to solve their own customer service issues, turning to self-service solutions including FAQs, forums and online chat or bot services. With the next generation expected to be even more self-reliant, automated customer service technologies will be crucial in responding to these human-free, digital-only interactions. Businesses that do not to adapt risk a failure in communicating effectively with the next generation of consumers which can negatively impact the customer journey and ultimately the business’ bottom line.

  8. Personalization is key and VALUABLE Of the many 1000’s of gigabytes of data that each of us will generate in our lifetime, it is estimated that almost 33% is actually valuable – this is just a guess really and the % will increase as we give over more of our lives to automation and remote monitoring. Organizations collecting customer data can combine big data, analytics, machine learning and AI to deliver an unrivalled level of personalization throughout the customer journey. Owning the tools, knowledge and data adds real value to the business. Personalization can greatly improve the customer service interaction, promote consumer satisfaction, improve conversion to purchase, and drive repeat purchases. Today many products have the ability to ‘build your own’ this ability will grow and companies that start to learn these processes will win – no more ‘that’s how we do it here’.

At TonkaBI we are well acquainted with many industries and can offer end to end solutions that take advantage of analytics, machine learing and AI. TonkaBI is uniquely positioned to deliver and support globally.

tags #insurance #claims #artificalintelligence #AI # machinelearning

Posted in Insurance AI Blog on Jun 30, 2018