By Farouk Limalia, Senior Consultant at Linqit
According to the Pwc Artificial Intelligence Study, by 2025, 95% of customer interactions will be powered by Artificial Intelligence (AI). In the customer service arena, the combination of AI, the company’s internal data and human service agents will team up to go further in the customer relationship; and improve productivity, outputs, and customer satisfaction.
For business operations, this translates to less customer wait time. Customers will no longer wait for Monday or the business work hours to access efficient assistance. But will access it 24/7 via their preferred platform such as Facebook, the company website, Skype, Microsoft Teams, etc.
Enterprise Resource Planning (ERP) such as SYSPRO ERP incorporate digital citizens like Chatbot which reside in the system. Chatbots process natural language to create real-time conversations and feedback exchange. With approximately 60 skills available for managing ERP specific functions, the digital citizen can assist internal and external customers with surfacing information and alerts or performing tasks like price queries, stock lookups, order status and more.
AI and Chatbots are infamously regarded as a threat to jobs. However, this technology will free up staff from mundane interactions creating time to focus on strategic activities that improve customer service.
We should always keep in mind that Chatbots can address many customer enquiries and reduce customer wait time by handling simple issues quickly at any time while your staff focuses on complex tasks. AI does not replace human intelligence; its insights can significantly increase human capabilities.
In customer service, AI provides technology that continually learns and enables insights that enrich customer relationships. It can assist with trend and anomaly detection. Instead of running reports and manually checking for unusual changes, AI would scan the history of customer transactions in the background, detect the norm for each customer and then provide an alert to an account manager if inconsistencies are detected.
Organisations can differentiate themselves by using Chatbots to service internal and external clients. Chatbots enable or improve existing web self-service functionality as a quick, accurate and convenient way to get basic information, complete an application, source a quote, confirm a purchase or check product availability.
Linqit advises that companies should use Chatbots with self-teaching and self-learning abilities. In the beginning, Chatbots will be immature, without knowledge of words customers might use. However, as time goes, they will learn the words; and the services will improve. A good practice when shopping for an ERP is to find one that incorporates Chatbots equipped with an understanding of industry terminologies.
Business leaders should not ask if AI and Chatbots will improve customer service; they should question how staff is trained so AI and Chatbot can benefit from their knowledge and expertise.
Farouk Limalia is a seasoned ERP Consultant who works at Linqit. His SYSPRO journey started in 1994, implementing the application in the manufacturing environment. In 2000 Farouk became an SYSPRO partner and supported companies under CAFS in partnership with SYSPRO. Farouk’s SYSPRO experience spans across industries like furniture, steel, pharmaceutical, food, bottling and fabrication.
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