Zisson is an IT company that loves following and supporting the development of artificial intelligence – and we are part of Standard Norway and a gold sponsor of the Association for Artificial Intelligence and Robotics Norway. This means that we take an active role in the discussions sounding AI. We wanted to share our customer’s experience on where you can start implementing AI in your business, and why you should do so.
Why should you implement AI in your business?
As automation and AI continue to march into customer service, operations become more efficient and transform the workflow. With agents being able to work smarter, and customers getting faster and better service, it is evident that there are great benefits; More satisfied agents and customers mean less churn, as well as more efficient processes, and new revenue streams equal profit. In customer service, we see some evident takeaways:
We can see findings that the commercialization of AI is playing a positive role in business digitalization (“Global Artificial Intelligence Industry Whitepaper” Deloitte.) AI can take over repetitive agent tasks; you can predefine answers, based on your best customer service superagents. You can create automatic workflows. You can predefine actions, or use voice technology to recognize specific words that will give the most relevant answers/recommendations. Your customers will get faster responses, and your agents can spend time giving the customers the VIP treatment instead.
Who uses AI? And how do they use it?
All of our customers use our solutions differently. In the public sector, we see that our customers using AI, specifically municipalities, often start using AI in the following areas: IT Service Desk, human resources, child welfare, schools, administration, traffic planning, information, and municipal services, waste management, elderly care, permits, culture and leisure, adult education and invoice.
Our customer Ringsaker Municipality is delighted with implementing a chatbot.
– The chatbot is answering a lot of inquiries before they reach an agent. The public sector should start to learn from each other to see what works. We wanted to be available for our inhabitants 24/7, and use the chatbot to help them navigate more easily on our website. Says Astrid, responsible for citizen service in Ringsaker.
In the private sector, we see many of our customers use AI to automate repetitive tasks, and as a part of their digitalization journey. Businesses in the private sector, often use chatbot as a 24/7/365 superagent on their website; they use data and statistics to predict what users want to buy, shipping, payment, and are even starting to use voice-AI to interpret content and emotional sentiment (Forbes).
One of our retail customers, Princess, started using AI because they knew that they needed a competitive advantage over their opponents when their customers went scrolling online. That way, they could capture their customers in their moment of purchase 24/7 and answer all questions right there and then.
– Customers shop and research online, and they do so outside of store hours. If the channel is to be staffed with people, it becomes expensive for the company. But with the help of artificial intelligence, the customer can get answers at all hours of the day. This can make the difference whether they act or not. Says Kai Guldbrandsen, CEO of Princess.
So, how can you start using AI?
Zisson cooperates with different AI companies to find the perfect AI solution for your needs. They are all easy-to-deploy. Some might want to train their own chatbot and tailor it to their business strategy and brand. Others might want a premade AI, with a lot of different functionalities already established. The pricing is also different, so if you are in the starting phase of your AI-journey, maybe starting up with a chatbot that you can build yourself could be the first step in the right direction. Contact us, and we can guide you to implement AI in the most beneficial and cost-efficient way.