How to Streamline the Transition Between AI and Human Customer Service


Excellent customer service is a must-have for any business. Yet the first step to satisfying customers is self-service. With the addition of artificial intelligence (AI) and chat bots online, companies have the opportunity to take this further than ever before. Even in the “real world,” companies like Delta are already integrating services such as biometric self-service bag drops in airports at increasing rates.

At the same time, self-service systems lack the personal interaction that many customers need in order to develop a bond with a company. Automated systems also can’t add trust, confidence, and comfort that customers may require, especially when it comes to financial or healthcare interactions. Although the questions coming to customer service may not be as frequent, they will likely be more complex.

That’s why Forbes recently asked several communications executives for their advice on how to retain the value of human interaction while still taking advantage of the opportunities of self-service. Among the experts polled was Holly Chessman, VP of Marketing at Glance Networks.

Make the transition to customer service easy

Holly had this to say about improving the transition from self-service to “human” customer service:

Self-service is great, but there comes a point when live help is needed. The key is to make the transition smooth. For example, imagine you are chatting with a bot. It answers your opening questions, but then your request gets too complex. The bot should then be able to smoothly transfer you to a live human being who can talk and browse with you, successfully guiding you through your challenges.

In order to browse with your customers, your business will need to invest in cobrowsing software that can provide a private, secure, and effortless experience. Give your agents the tools to guide customers you will stand head and shoulders above the competition.

More ways to keep customer interaction alive and kicking

Want to hear what the other experts had to say about keeping customer service alive? Read the full article on Forbes: 12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration.

Would you like to see how you can use Glance Networks’ cobrowsing software to browse with your customers, giving your business a competitive edge? Watch the demo video or…

Sign up for your personalized Glance demo today!

About Glance Networks

Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »

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