What Is Automated Customer Service?
Automated Customer Service is a variety of customer service tools and systems using automated technologies to provide customer support and reduce the need for a live agent. Currently, this technology has been widely employed, with many organizations using it to boost efficiency in their customer service.
Automated customer service can be classified as follows:
* IVR – Interactive Voice Response：
IVR is an automated message connecting people to customer support representatives when they call. Commonly used at call centers, it either resolves the customer’s issues independently or transfers the calls to appropriate teams capable of redressing the issue.
* Automated Chatbot:
Corporate or online shopping sites have chatbots that enable customers to send messages directly to an assistant. Fully automated AI programs are also employed in these chats to respond to customer inquiries instead of live agents. Automated chatbots provide real-time customer support for simple tasks, quickly responding after recognizing human interaction through text chat or voice commands.
* Self-Service Help Center:
With the launch of self-service help centers, checking into a hotel and ordering food at a restaurant can be done without any human interaction. Commonly seen in kiosks, this technology allows customers to directly find the service they are looking for.
* Email Automation:
This automatically generates replies after reading emails from customers. When used, this process eliminates the need for a live agent to respond.
Advantages to Automated Customer Service
1) Professional Services Provided:
This is one of automation’s greatest advantages. Automating customer service allows live agents to allocate their time to provide more essential services instead of on repetitive tasks. While chatbots handle repetitive inquiries, they can handle more complex issues and focus on building relationships with both existing and new customers.
2) Improving Productivity and Reducing the Customer Churn Rate:
If individual can reply to one email per minute, with email automation, the response time increases to five emails per minute. Simply put, automated customer service can increase productivity without expanding team size, even when the workload is exorbitant, such as during the holiday season. In short, an automated system not only streamlines the customer service process, increasing productivity, but also reduces turnover among customers.
3) Reducing Labor Costs:
The biggest cost in customer service is labor. Automating customer service helps reduce these labor costs. Gartner, a market research firm, predicts a reduction in labor cost by 80 billion dollars (approx. 111.15 trillion KRW) in five years, as customer centers worldwide increasingly adopt conversational artificial intelligence(AI).
4) Availability of 24/7 Real-Time Support:
Unlike humans, response to customers’ inquiries is available 24/7 without any time constraints. Since they do not have to wait to receive a solution from agents during business hours, better customer service can result. Consequently, companies can improve key metrics such as their average response time, reducing their dependence on live agents required to satisfy the customers’ needs at different points during the day.
Utilization of Automated Customer Service in Game CS
1) The Tremendous Number of Global Users
Since there are no physical barriers or limitations to service in gaming, potential customers are available worldwide as they access games through their consoles, mobile devices, or PC. This results in many companies localizing their games to adapt to the cultural differences of international gamers. Game localization is a complicated process which requires not only text translation but also an understanding of the culture and design elements within the games. Gamers want to play games that are localized and receive player support in their native tongue.
AI services can resolve these issues by providing agents with multilingual machine translation features when supporting international customers. This can be done using AI which assists them during the translation process. Before delivering their responses to the inquiries, a live agent will check the quality of the AI translation, and any revisions are reentered into the algorithm. Subsequently, with this process, the AI can improve the accuracy of its translations, allowing gaming companies to support customers more efficiently and reach a larger customer audience worldwide.
2) Grasping Gaming Terminology
If the Game CS has no knowledge of gaming terminology, the players’ goodwill and trust will be lost. Some gaming terms may be similar to commonly used words, but others are not, as there are certain slangs and acronyms mainly used by the players. Moreover, add to it the variety of languages from the different players around the world, it might be hard to find agents that possess both gaming and linguistic abilities.
The quality of the translations can improve by adding new terms that emerge or different terms to the corresponding language in the machine learning mechanism. Thus, if the AI is trained to learn the terminology in multiple languages, they can support customers in their native tongue, thereby increasing customer satisfaction.
3) Multilingual Services
Players often search the Internet find answers and solutions to their problems as they game. If they cannot find the answers in a website, it can usually be found in game forums. With many of these forums written in English, it can be a barrier for players comfortable in another language.
In this case, AI can assist gamers by translating these websites and these games’ FAQs into multiple languages. It can also support many languages at scale, making it cost effective as well as efficient.
Today, we explored how automated customer service is applied as well as the advantages of AI for these services.
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