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Reflective Account On Customer Service

991 Words4 Pages

Before working to onboard new clients and ensure their continuous success and growth at Next Caller, I worked in the ultimate Customer Service role: as a Middle School Teacher and Dean of Students. Building school culture requires being a servant leader. You need to exhibit authentic listening, empathy, problem-solving, understanding, and seeking to understand on a daily basis. A strong school leader must truly believe that they serve the students, the families, the teachers, and the community in which they work. These skills and mindsets are immediately transferable to the world of Customer Service, and no skill moreso than a teacher’s ability to take in dozens if not hundreds of data inputs and make a real-time, personalized decision. Take, …show more content…

What kind of greeting to use. How to alter the opening activity. The frequency of one-on-one check-ins during the lesson. This personalized, real-time experience is possible because of the teacher’s ability and capacity to isolate the most important inputs regarding a child’s day, and use that information to alter teacher behavior to meet the needs of the student. The portrait of perfect customer service. As AI begins to play a larger role in the Customer Service arena, it is more important than ever to make sure that we are maximizing the impact of revolutionary technologies by ensuring that they are making decisions based on the right inputs. AI in Customer Service often gets used as a catchall phrase. To drill down, when I say AI, I mean the full spectrum of assistive automated services from Chatbots to Machine Learning to Speech Analytics to Agent Coaching. You don’t need to look any further than the victory of DeepMind-built AI over Go Champion Lee Sedol to see the incredible strides that have been made in this technology, and how this tech can not only refine, but fundamentally alter our …show more content…

So what data points are essential for maximizing AI’s application and impact in the Contact Center?

Identification

Just as a teacher takes all of their background knowledge about a child into account when deciding how to greet them, so too must any agent, AI or otherwise, identify who they are talking to before engaging in any decision-making. It important to identify a customer in the channel within which you’re communicating with them as well as across all channels.

Is this call related to an inquiry that just came through Twitter? Can this email be linked to a Facebook interaction we just had?

Before any advanced analytics or intelligent decision-making can take place, it is imperative that businesses identify to whom, exactly, they are

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