Customer Service articles

Dispatcher AI — An Advanced Feature In ThinkOwl To Auto-categorize Customer Tickets

Assigning cases are a common phenomenon in service centers. However, should you wish to implement a more efficient and streamlined workflow to this process, then Artificial Intelligence is the way forward.

On a typical day, an agent receives a myriad of customer tickets. Unfortunately, it is not always possible to manually extract, search, or sort these cases at once. And this calls for more profound, machine-assisted analysis, which can automate the process.

Dispatcher AI, a functionality in ThinkOwl Helpdesk, employs advanced AI capabilities to classify incoming cases to the correct categories and displays the performance of its classifications. The salient functionalities of Dispatcher AI are:

Digital Customer Service Via Facebook

Over a billion messages are exchanged monthly on Facebook between end-users and businesses. Based on this stat, we can foresee that the demand for digital customer service interaction will skyrocket in the near future.

Introducing Customer Satisfaction (CSAT) Survey For A Five-Star CX Program

Do you want to be competitor-focused or customer-focused?
To be the leader in the service industry, you must make a choice.

ThinkOwl’s AI Wizard: An Intelligent Mechanism To Simplify Case Management

Artificial Intelligence (AI) is a reality for many businesses, allowing them to take on complex issues with human-like problem solving abilities.

Effectiveness Of Smart Tools To Overcome Customer Service Challenges In The Insurance Industry

Customer inquiries in the insurance industry are often issue-driven. Clients reach out to the companies at critical points – when they apply to initiate a plan, when they seek information regarding a scheme, when they find any change in policy, and ultimately when they make a claim.

Due to this constant communication flow, insurance companies face increasing pressure to address the high load of tickets. The tickets can be related to three main factors. For instance: 

Underwriting Procedure: The underwriting procedure is a vital process undertaken by insurance companies to assess the possibility associated with insuring a particular individual, entity, or property. It involves evaluating various factors, such as the applicant's age, health condition, occupation, lifestyle choices, and the nature of the property to be insured. It includes all the steps from the initial application process to wait time to receive a quote, to the overall customer's underwriting experiences. 

Importance Of Digital Communication Systems In Logistics

Blog Summary: A robust communication and information processing system always optimizes operational efficiency in logistics throughout the movement of items from manufacturing units to the end-users. This article unfolds how a unified platform can help improve service quality at every stage of the supply chain, and increase the support team's productivity to address the growing customer demand for faster delivery.

5 Customer Experience Nightmares Haunting Your Contact Center

Customer experience (CX) is your biggest competitive differentiator when retaining customers and driving revenue. However, most businesses and customer support teams operate with limited resources under tighter budget constraints. But should this influence the quality of your customer interactions? Absolutely not.

Despite resource limitations, CX leaders can build a terrific customer service function by following established best practices and implementing some smart technology. We have compiled a list of the five scariest customer experience nightmares.

3 Reasons Omnichannel Contact Centers Are The Future

Ensuring a seamless customer experience is the ultimate goal of any consumer-facing brand.
Customers usually get frustrated with broken communication lines or generic Interactive Voice Response (IVR) messages. That’s why brands are investing in better artificial intelligence (AI) and natural language processing (NLP) capabilities to ensure that customers feel like their issues are being understood.

Fix These Ten Customer Service Silos With An Intelligent Helpdesk