Viktor and Ted from Labelf visited Kontakta, a non-profit industry- and interest association for companies and organisations that work with customer contact. They talked about how you can reduce your response and resolution time and how you can identify which cases drive time for your customer service, which also leads to you being able to prioritize the cases that are most urgent.
Ted also goes into how, via Labelf's platform, you can analyze customer reviews, cases and feedback in one and the same place, how you can get away from analyzing customer data in Excel, and how you can also measure improvement efforts directly.
The webinar is in Swedish, but if you don't speak Swedish you can read the summary of the webinar in English below this video.
Summary of the webinar:
The webinar discusses the development and applications of AI-based tools in customer support, specifically the use of Transformers. These AI models, such as ChatGPT, have been revolutionizing the customer service experience since around 2017-2018 and are continuously improving.
Labelf are used by clients in various ways, including classification and analysis of incoming customer support cases, tracking backlogs, and routing inquiries to the appropriate personnel. Labelf helps improve the customer service experience by automating and analyzing customer interactions, leading to faster response times and more accurate issue resolution.
These AI systems work by transcribing and analyzing customer interactions in text or audio format, classifying issues into multiple categories as necessary. This approach has helped reduce client wait times and improve the overall efficiency of customer support operations, even allowing for automated special offers to be generated based on customer feedback and interaction data. Labelf can also be used for product improvements and service adjustments, further enhancing the customer experience.
One of the main advantages of AI technology in customer support is the ability to handle different languages. Companies can cater to customers across multiple regions and markets without the need for extensive human resources or separate language support centers. Labelf can be trained on various languages, easily adapting to specific language subtleties and localizations.
Labelf also greatly improve the onboarding process for new support agents, allowing them to become proficient much faster and reducing the time spent on manual tasks. This shift enables support agents to focus on high-value tasks and more complex customer issues, ultimately leading to a better and more consistent customer service experience across the organization.
The webinar also touches on the topic of ChatGPT and its applications. ChatGPT has been instrumental in generating automatic response suggestions for customer service agents, significantly reducing response times and providing a consistent and professional language style. These AI-based suggestions also contribute to improved internal communication and information sharing within the organization, as insights from customer interactions can be used to inform decisions and improvements in areas such as marketing, product development, and sales.
The development and use of Labelf is revolutionizing the customer support industry, resulting in enhanced customer experiences across the board. As AI continues to improve and become more accessible, it is expected that these technologies will become an integral part of organizations worldwide, leading to more efficient, effective, and specialized customer support services.
