AI isn’t hard. It can help you today.
I am reading more and more about how Artificial Intelligence (AI for those of you who have not been online in awhile) is going to change the world. And soon, like the end of next year, according to this article.
But in my opinion, when people think of things like AI, they think of things like chatbots, or in-app support. Indeed, these tools can perform many useful functions that humans once had to do. But chatbots can only help with simple issues. If the issue is complex, then humans have to get involved.
Therein lies the challenge. According to what I’ve read, support organizations spend 80% of their time solving these complex issues, which only represent about 20% of trouble tickets. And according to a study by McKinsey, most companies don’t have the headcount or the skillset to deal with these complex issues. So when they occur, they have to pull engineering resources in off of other projects to help. And this is costly.
Service and support organizations are starting to recognize this, and they are starting to look into ways that AI can help. In a previous post, I talked about how AI can seriously reduce problem triage and resolution time, and this is resonating with support organizations.
One thing I am finding, however, is that people think that AI is really HARD. So, while they’re interested in having the conversation, they are putting any serious evaluations way out there on their roadmap, because they think it’s hard to do.
It’s not hard to do. There are technologies out there today that can help. And they can bring real value to your organization right now. Some things to consider:
-Would you benefit from all of your techs/agents having real-time access to the same knowledge as your most experienced support person?
-What if your customers could use AI to solve some problems on their own and not have to even involve your support organization?
-If your Tier 1 agents could handle more complex issues, what would the impact be to your organization?
-What if you could improve first-time fix rates by 50%?
If these resonate, then you should probably move AI up in your roadmap.