AI at work
Customer Service
Reducing response times?
Offering a truly personalised experience? Improving customer satisfaction and loyalty? Cutting costs?
There are many ways in which adopting Sapiens Analytics' on-demand AI can enhance the customer experience, reduce operating costs, and improve the efficiency of your company's customer service.
Find out how.
Increase efficiency and cut costs.
Reduce response times and anticipate customer needs.
Sapiens Analytics' artificial intelligence solutions automate many repetitive, standardized customer service tasks—such as email responses and ticket management—thereby freeing up customer service staff. This boosts efficiency by reducing staffing requirements and operational costs, while also shortening customer wait times.
Chatbots help companies cut customer service costs by accelerating response times, freeing agents to handle more complex tasks, and resolving up to 80% of routine inquiries. A prime example is the automation of calls, which combines machine learning and advanced speech recognition to enhance traditional interactive voice response (IVR) systems, delivering cost savings of 60% to 80% compared to human-staffed outsourced call centers.
Furthermore, Sapiens Analytics enables the monitoring of all key performance indicators (KPIs).
Improve service quality
Data Analysis
With these solutions, Customer Service can provide customers with faster, more precise answers, thereby improving service quality and reducing errors.
AI can analyse vast amounts of customer data to generate accurate predictions regarding purchasing behaviour, interactions with the company, product reviews, social media activity, and concerns. This data can be used to improve products, personalise the customer experience, anticipate needs, and create tailored interactions—ultimately boosting customer satisfaction and loyalty.
Innovate with us
1. Customer support via chatbots
Chatbots and virtual assistants developed for you by Sapiens Analytics can provide immediate, accurate answers to customer inquiries, enhancing the service experience and reducing wait times.
Customer service agents today are tasked with handling a large number of customer calls on a daily basis. They also face the challenge of reducing the average resolution time for each customer. Chatbots play a vital role in addressing both challenges. Not only can they provide lightning-fast, real-time responses, but they also alleviate the workload on human agents by resolving a large number of customer inquiries with high precision and a human-like demeanor.
24/7 Support
Customers want service on their own terms. Brands need to be constantly available and responsive to customers year-round. Automated customer service enables organisations to provide always-on support and resolve issues as soon as they arise. This means customers can have their inquiries resolved around the clock. This is crucial for boosting customer satisfaction and delivering excellent service, as well as enhancing the brand's reputation.
2. Data analysis
Artificial intelligence can analyse vast amounts of customer data—including preferences and purchasing behaviours—to help companies personalise their services and offers.
3. Voice recognition
Going beyond data, Sapiens Analytics applications can recognise customer voices during calls and identify the specific issue, thereby improving customer service efficiency.
4. Process automation
Automating customer service processes—such as managing emails and support requests—can boost efficiency and reduce response times.
5. Conversational AI
Artificial intelligence can help chat and messaging services become more conversational and personalised, thereby enhancing the customer experience.
6. Forecasting
Artificial intelligence can predict customer needs, improving customer service planning and resource management.
7. Social media monitoring
Artificial intelligence can monitor social media to identify customer needs and concerns, enabling proactive customer service.
8. Emotion detection and management
Sapiens Analytics can help manage customer emotions—for instance, by recognising tone of voice or body language—to provide customer service that is more empathetic and, paradoxically, more human.
9. Personalised experiences
Sapiens Analytics' AI can deliver personalised offers to customers based on their preferences and purchasing behaviours.
According to our research, 68% of customers want to be able to resolve customer service issues on their own. Sapiens Analytics' AI can play a major role in helping customers find the right information more efficiently by delivering relevant content at the right time and through the right channels.
AI helps analyse key customer data and metrics, recommending products or services based on browsing or purchasing preferences. It can analyse vast datasets—extracting insights such as timing and location—to suggest relevant content to customers. Companies can focus on individual purchasing patterns and gain a better understanding of each customer.
10. Support for customer service agents
Artificial intelligence can assist agents by providing real-time information about customers and their issues, enhancing their problem-solving capabilities, and building a valuable knowledge base over time.
Tasks such as automating quick responses, personalising interactions, routing tickets to the right team, analysing data, accelerating response times, finding solutions, recommending products and services, and prioritising tickets or queries are performed instantly with the help of AI, allowing human agents to focus on complex tasks.
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