Artificial Intelligence (AI) is one of the most used forms of technology today. With about 73% of US companies integrating generative AI into their businesses and about 77% of devices featuring some form of AI, it is not presumptuous to say that AI is woven into the fabric of our lives.
The possibilities with AI are numerous. Its ability to adapt to various scenarios and perform varying tasks efficiently makes it invaluable in today’s world. With the rise in demand for customer satisfaction, personalized responses, and reduced customer wait time, businesses have begun incorporating AI into their help desk management to drive efficiency and improve their businesses. From Zendesk AI to Intercom Fin and eesel AI, numerous AI tools can be integrated into your business to help improve help desk management.
Businesses now know that they need AI. However, an obstacle arises regarding which AI tool to use and how to integrate it. In this article, I will be discussing how to integrate AI into your help desk management.
What is Help Desk Management
Help desk management handles customer concerns and issues related to a product or service to determine how to fix them. It also involves managing and tracking customer interactions, providing support personnel training, assessing team performance, and providing solutions. Your help desk simply tracks the overall health of your business by providing the best experience for your customers.
AI help desk software helps process, prioritize, and resolve customer needs effectively. These tools come with various perks, such as answering FAQs, having a knowledge base about the product or service, and round-the-clock availability so customers can get support whenever needed. With many of these AI help desk tools today, the right help desk setup is required for a company to improve its customer satisfaction and success rate.
So, how can these AI tools help supercharge your Help Desk Management?
1. Personalized customer experiences
A personalized customer experience is one of the ways to show the customer that the company cares about them, thereby boosting their sense of loyalty to the company. In a Twilio study carried out in 2022, over 62% of consumers said that they expected personalization from a company during interaction, saying that they could lose some sense of loyalty if their experience is not personalized.
Personalization not only improves brand loyalty but has also been shown to be a significant driver of customers’ referrals. AI tools can help personalize your customer experience by being automated to greet customers by name or send personalized newsletters about products tailored to their interests.
2. Round-the-clock chatbot support
The availability of customer support cannot be overemphasized. It plays a significant role in determining whether a customer will choose a brand or product again. Companies strive to reduce the wait time between when a customer requests support and when their issue is resolved. A study showed that about 62% of customers prefer to engage with digital assistants rather than wait for a human agent and over 59% of customers expect a response within 5 seconds of making their request.
This is also especially great for companies that operate in many parts of the world and across multiple time zones. The 24×7 support these AI chatbots provide makes it convenient for customers from all over to access support at whatever time of day they need.
3. Predictive Analytics and Issue Prevention
This helps inspect data using machine learning to predict customer behaviors and define future needs and trends. The data collected may range from the customer’s purchase frequency to product preference.
This process helps the company stay on top of customer needs and enables proactive problem-solving by detecting potential issues before they escalate.
4. Sentiment analysis
This is an essential aspect of customer satisfaction that cannot be left to chance. This entails understanding the intricate details of customer feedback, from the tone of voice to the hidden emotional feelings.
AI applies sentiment analysis by tracking these crucial details and recognizing or highlighting critical customer experience issues with the most significant emotional impact.
5. Reduced operational costs
AI can reduce customer service costs by as much as 30%. These tools help manage huge customer volumes simultaneously and even help handle repetitive tasks and queries. This reduces the need for agents to carry out multiple repetitive tasks, leading to increased productivity and reduced operational costs.
5 AI help desk tools to try out
Knowing these benefits, here are the top 5 AI help desk tools to try today.
1. eesel AI
Integrating eesel AI is excellent for businesses looking for flexible tools. This AI tool can be trained on Google Docs, Confluence, Notion, and any other app you choose. It also features fully customizable functions like configuring how tickets are escalated to humans and providing extensive reporting. Much more than that, it is easy to integrate into any help center, be it ServiceCloud or Zendesk, and it is easy to set up with great pricing.
Pricing is very affordable and scales with your team, starting at $49/month.
2. Zendesk AI
This AI tool is easy to implement and suggests responses to customer queries. It also features bots that can solve requests or find suitable agents for specific requests without human intervention. It also helps to optimize operations with personalized labels and AI-led insights, allowing you to anticipate needs and offer the correct answers.
It provides varying packages and pricing, starting at $99 per month.
3. Intercom Fin
This AI is simple to set up and highly configurable. It features a natural language bot that understands complex queries, can ask clarifying questions, and provides answers from multiple sources. It is also equipped to converse fully with customers and deliver CSAT-boosting service.
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It’s quite expensive to use however, starting at $0.99 per conversation resolved.
4. Tidio
Integrated with GPT 3.5, this AI tool features a reply assistant that turns primary responses into professional-looking ones and ensures that all responses are on brand. It can centralize conversations from emails, online chat support, and more into a unified inbox to aid ease of access. It also features intelligent routing, equipped to route queries to agents with the skill sets to resolve them.
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It offers a free version and paid versions of various packages.
5. Service Cloud
It features generative AI-powered replies to reduce agent handling time and a knowledge base that helps agents quickly find the best answers to frequently asked questions with knowledge articles. Its incident response and detection feature keeps you one step ahead of significant disruptions.
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It offers packages and prices ranging from the Starter suite, which costs $25 per month, to the Einstein 1 service, which costs $500.
Conclusion
AI’s ability to adapt and be customized to fulfill specific needs is why it has become invaluable for help desk management. Its efficiency boosts customer satisfaction and business success. So, explore the AI help desk tools suitable for your business and needs, and optimize your help desk management.
