Getting Started with Automation in Customer Service

Today’s customers expect empathic, efficient, and effective customer service experiences.

64% of consumers expect real-time responses at all times, and 65% say they are likely to switch brands if they receive inconsistent service across platforms (online, in-store, phone, text, email)1. But many customer service interactions remain unsatisfying. Customers end up frustrated, and companies waste resources on ineffective systems.

Adopting AI and automation technologies for customer service has shown to yield higher customer satisfaction, increased revenues, decreased costs, and improved agent performance. For example, AI can use natural language generation to help human agents produce text responses. And emotional analysis software relies on sentiment analysis to provide coaching to agents during live conversations. We go in-depth on the technical merits of different AI technologies and how they can help enterprises improve the customer service experience here.

Once you decide to add AI to your customer experience, know that a successful automation implementation requires thoughtful planning and coordination.

In this whitepaper, TOPBOTS and Solvvy teamed up to share our collective expertise in the process of implementing automation for customer service. We review key steps to success, including establishing clear goals, integrating the new technology into existing platforms, maintaining fresh data and more. We discuss why it’s important to keep humans in the loop (certain demographics will always prefer a human, and humans are still better than AI at some tasks) and how to customize automation solutions to your audience. We also share tips from seasoned executives who have successfully used AI technology to improve customer service in a variety of industries.


1Second Annual State of Service: Insights and trends from over 2,600 global service trailblazers. Salesforce Research, 2016.