A new term is taking root in customer care. It is ‘super-agent’, and it refers to a customer service representative supported by virtual technology and machine learning. Experts predict that this new breed of customer support professionals will replace what we currently have by 2025. We don’t have to wait a decade: Smith.ai has already begun the process of creating super-agents.
Technology Is a Part of Our Lives
While many companies depend on call centers to provide assistance to their customers, consumers are actively looking for newer, smarter, technology-based solutions. As automated and digitally-based support becomes increasingly mainstream, the desire to call a real person decreases. Consumers want easier ways to receive the help they need and turn to technology to provide it. It is when they can’t find the answer themselves that they turn to call centers.
As a result, many call centers are beginning to adopt automated solutions that, unfortunately, do not solve customer problems. This leads to a growing trend of frustrated consumers. There are also rising call center costs as companies attempt to bridge technology into their call centers. These added costs are a necessary move (although expensive for most), because Millennials adopt technology into every part of their lives and expect customer support to be no different. Therefore, companies that wish to relate to their consumers will need to upgrade their customer experience.
People Are Still Needed
While automation, machine learning, and virtual assistants are very much the reality of today’s customer experience, this does not mean real people are no longer needed. As explained in this Quora posting, non-traditional questions often need the assistance of a specialist that is an expert in a company’s products or services. With technology filtering out the most common queries, the ‘super-agent’ can focus on keeping customers happy and adding value.
See why Xerox says this super-agent will soon redefine customer service as we currently know it:
The Future of Customer Experience, Now
All of this comes as no surprise to Smith.ai. We’ve designed a call answering solution based on the integration of technology and people. Using today’s tools of machine learning and automation, we’ve created a team of super-agents that deliver a personal touch with speed and accuracy.
Our agents are empowered to help you build relationships while adding value by utilizing our cost-effective, high-quality, call answering solution that offers super-agent powers of automated spam call blocking, caller identification and prioritization, and customized greetings and call handling. Instead of worrying about writing down a number correctly, or missing an important call while listening to a spam call, our agents are free to focus on your business.
We even take it further by integrating with other technologies such as:
The easy-to-use CRM solution, CapsuleCRM
The popular support solution, Zendesk
for streamlined customer contacts and value added receptionist services.
There are perks for your callers as well. They won’t have to worry about waiting for a callback (we offer live transferring), their issues can be resolved faster, and they’ll be greeted by a friendly American English voice every time.
Smith.ai virtual receptionists are the first of many super-agents changing the customer experience one call at a time. It is an honor we are very proud to hold.