The Role of AI in Customer Service Outsourcing: Enhancing Speed and Personalization

The traditional outsourcing process involves companies hiring an outsourcing partner to handle customer concerns through a call center. Nowadays, it is evident that artificial intelligence (AI) plays a significant role in customer service outsourcing. It is now possible for companies to achieve tremendous efficiency in providing customer service due to the automation enabled by AI. This is why AI outsourcing services have become critical nowadays. Companies that have yet to integrate AI into their operations are getting left behind. 

Essential Aspects of AI in Customer Service

• Tools: Chabots have the capability of conducting an extensive analysis of customer responses. Chatbots can utilize the results of this analysis to understand the motivation behind customers’ actions better. Over time, chatbots have become very effective already in providing excellent customer service. For example, they can now assist customers by guiding them through troubleshooting. 
• Analysis: AI is capable of analyzing trends and patterns. Doing this helps AI to make predictions regarding how customers will behave in the long run. Aside from this, the analysis results help AI determine potential issues that could emerge. AI will then provide recommendations regarding the best solutions for these issues. 
• Data-driven: AI is an expert in interpreting specific data. Unlike humans, AI analyzes data without any bias or emotions involved. This means there is an assurance that the results of the data analysis by an AI are fair and reasonable. This, in turn, contributes towards arriving at the best decisions possible. 

Benefits of AI in Customer Service Outsourcing for SMEs

• 24/7 assistance: Since chatbots provide customer service, SMEs can expect to have around-the-clock aid to their customers. Customers can share their issues whenever they happen and wish to get the best assistance possible. 
• Faster response: Nothing is more frustrating than customers experiencing slow responses to their urgent concerns. These customers are already upset, so making them wait a long time to have their problems resolved is unacceptable. The good thing is that SMEs won’t have to experience this nightmare because chatbots can provide faster responses to their customers’ concerns. 
• Increased customer satisfaction: There is no doubt that the presence of loyal customers is crucial for the sustained success of small to medium-sized enterprises (SMEs). When customers consistently experience satisfaction with the services they receive, this is how they develop loyalty. When SMEs already have loyal customers, it becomes easier for them to remain competitive in the long term.

The Bottom Line

AI is significantly improving customer service by providing companies with tools to help their customers more effectively. The emergence of chatbots is undoubtedly a game changer, as they help provide faster and better responses to customer concerns. Thus, the expectation is that AI will continue to have a profound impact on customer service outsourcing in the years to come. Increasingly, companies will recognize that integrating AI into their operations should be a top priority. 

Why Magellan Solutions is the Right Choice

• Scalability: Our AI system is capable of handling multiple customer concerns simultaneously. This is how we ensure that no customer has to wait a long time for a response to a problem. Thus, our clients are always satisfied because they end up having impressed customers. 
• Cost Reduction: At Magellan Solutions, we help our clients significantly reduce their costs through the automation of tasks enabled by AI. Our clients do not have to rely heavily on human agents, especially when it comes to addressing customer concerns.
• Improved Efficiency: Our clients benefit from improved efficiency because AI takes over when addressing customer concerns. Thus, the people within the organization can now focus on the more complex tasks, which leads to better efficiency. 

Act Fast!

Magellan Solutions is a provider of inbound and outbound call center services, as well as business processing outsourcing, in the Philippines. The company has extensive experience in providing best-in-class outsourced solutions to small and medium-sized enterprises (SMEs) as well as large global enterprises. Combining unrivaled expertise and capabilities across industries and business functions, we bring fresh and new approaches to strategies and operational performance of business operations by delivering the right BPO and customer management solutions that span the entire customer lifecycle.

As a leading business process outsourcing provider of customer management solutions, we are committed to delivering outstanding customer experience with every interaction. Visit Magellan-Solutions.com to learn more about how we use AI in customer service outsourcing. You can also contact us now and receive a complimentary 60-minute consultation.