Artificial Intelligence (AI) Knowledge: The Platinum Bullet for Customer Service Transformation
Telco giant speeds up agent time to competency by 100%, First-Contact Resolution by 37%, NPS by 20%, while reducing advisor training time by 43%
Global bank reduces agent training time by 50%, agent churn to <1%, unnecessary service processes by 50%, and elevates NPS from #3 to #1, while enabling any agent to handle any call
Global bank reduces training time 60%, improves FCR 36%, and NPS 10%
US federal agency reduces customer service costs 21% while improving consistency and compliance across agents
To channel Francis Bacon, some technologies improve customer service on the margins, some enable incremental improvement, and only a handful actually transform it—you could call them silver, golden, and platinum bullets.
Artificial Intelligence (AI)-infused knowledge is truly a platinum bullet that can simultaneously improve multiple customer service metrics.
PS: Know why John says that AI is everywhere.