In a world driven by relentless technological advancement, adopting an AI-fueled, customer-centric approach is imperative for staying competitive in today's market. Check out this latest blog article from Microsoft for insights into how generative AI and Copilot are enabling companies to optimize operational efficiency, build long-term loyalty while increasing value at every touchpoint. Ready to accelerate and elevate your customer service operations across the board? Let help you launch into the AI-era with Copilot.
How does generative AI enhance customer experience?
Generative AI enhances customer experience by optimizing operational efficiency and personalizing interactions. It allows employees to spend more time with customers, with 67% of participants in a study reporting increased engagement and 64% stating they can better personalize customer interactions. By integrating AI into the customer journey, businesses can provide tailored solutions, streamline processes, and foster long-term loyalty.
What impact does AI have on customer service operations?
AI is transforming customer service operations by enabling more consistent and seamless experiences. For instance, with Microsoft Dynamics 365 Customer Service, AI capabilities help agents manage cases more efficiently, resulting in a 20% decrease in misroutes and a 31% increase in first call resolution. Additionally, AI reduces average handle time for chat cases by 12%, allowing agents to focus on more complex issues.
How does generative AI contribute to business value?
Generative AI contributes to business value by enhancing every stage of the customer journey, from pre-sales engagement to post-sales support. It streamlines sales processes, improves customer interactions, and reduces administrative work for agents, with 79% of sales and customer service agents reporting less administrative burden. This leads to more resolved customer cases and increased customer satisfaction, ultimately driving business success.
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