Banking & Insurance, Blog, Business Analytics, Others
26 September 2017

Customer service and cognitive technology: The perfect combination for happy customers

New technologies are helping companies address some of their oldest business challenges, especially customer service, in transformationally new ways.

Once upon a time, customers had to rely on traditional support such as the classic customer support line to resolve a problem. They were used to being put on hold, navigating through telephone menu systems or being passed from one representative to the next to get the help they needed. Today’s customers expect a completely different experience when it comes to customer service, and it almost never requires placing a phone call. Instead, customers expect customer service that is:

  • Accessible 24/7 wherever they are (mobile devices, social networks, emails, live chats, etc.)
  • Available immediately
  • Delivered through human-like, even personalized interactions
  • Unique and competitive (after all, a poor service experience can be broadcast on social media in a matter of seconds)

To meet these expectations requires an approach that:

  • Deploys the right tools to help each customer find the right information
  • Manages and tracks your customer service performance every step of the way
  • Invests in continuous innovation and anticipates customer needs
  • Ensures an excellent customer service experience

Intelligent technology that provides a clear understanding of your customers’ needs and interests in their own words is at the heart of a truly customer-focused approach.

Using cognitive technology for your customer service solutions allows you to deliver the best customer service. In fact, customer care is a typical area of application for cognitive technology where it can make a difference for:

  • Customer call centers: Thanks to access to resources and information, you are able to quickly connect customers with the information they need, allowing you to quickly resolve customer issues while reducing costs and increasing productivity.
  • Self-help: Customers can ask questions or search in natural language–exactly the way they speak–and receive immediate and accurate answers any time they need.
  • Voice of the customer: Listen to what customers are saying to understand what customers they think about you or your competitors through social media monitoring. Being able to identify customer preferences, even through weak signals, helps companies meet customer needs or offer new products that customers want.
  • Market intelligence: Identify trends in customer communications or on social media to power innovation or to inform strategy.

Learn how the cognitive Cogito technology can help you go beyond traditional service: Explore our customer service solutions.


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