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Nominations for the 2022 KMWorld Readers’ Choice Awards Extended to July 5

AI-Powered Customer Service: Use-Cases and Real-World Examples

  1. Help decide

According to an executive survey by Grove Critical Thinking, when presented with the proposition “bad decisions cost my organization time and money,” 70% of survey respondents either agreed or strongly agreed. Moreover, 82% of respondents either agreed or strongly agreed with the statement “Bad decisions harm my organization’s reputation in the marketplace.” Decision-making for customer engagement is business-critical—it could spell the difference between boom and doom!

Again, unlike rule-based systems that start breaking down as decisions become more complex, AI reasoning helps make decisions with a flexible approach, working with incomplete or ambiguous information and by comparing similar decision-making scenarios from the past. The output could be the final decision or be one of the decisions in a larger customer engagement and contact center management process.

eGain AI clients decide:

♦ An insurance giant decides how to precisely route customer queries to the right agent, with decision-making powered by eGain AI.

♦ A global media and legal services giant makes decisions on whether to take on malpractice lawsuits based on multiple factors like the amount of damages, win rates in the past for any given topic, tendencies of specific courts/judges.

  1. Comply with regulations

Enforcing compliance amidst ever-changing industry regulations, whether it is for content, access, or actual customer interactions makes customer engagement challenging for companies, particularly in highly-regulated industries. In fact, 70% of compliance professionals expect increased regulations, 59% expect increased personal liability, and 69% expect compliance staffing costs to rise, per Thomson Reuters. This is where AI can add immense value by guiding agents through the compliance maze.

eGain AI clients comply:

♦ A marquee global bank uses eGain AI to guide advisors through a step-by-step dialog, and industry-compliant questions, to qualify and onboard small business clients.

♦ Another bank serves wholesale clients in multiple countries with a single eGain-powered AI system that incorporates the global parent’s best practices, while considering local regulations in those countries.

♦ Utilities clients use AI guidance not only to resolve customer problems but also to help them avert safety hazards such as gas leaks, while complying with regulations on who asks and does what and when. This is not just mission-critical customer service—it is life-critical!

Next steps

The best way to pilot AI is through a real-world trial in a production setting. That’s exactly what eGain Try+Buy for AI offers, along with no-charge guidance to quick value and no obligation to buy! Contact us at info@eGain.com to learn more.

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