An insightful Forbes article featuring Salesforce CEO Clara Shih discusses the remarkable impact AI co-pilots are making in customer service and sales. One of our clients has already experienced a 30% reduction in call volume by leveraging AI automation to handle repetitive customer inquiries. This has allowed their staff to redirect their focus towards revenue-generating tasks.
Speech analytics is another frontier where AI is poised to revolutionise customer service. Envision a co-pilot bot actively listening to 100% of customer service and sales calls, identifying keywords, and assessing client tones—whether happy, disappointed, or angry. It then presents these insights to the management team based on specific criteria.
While it's acknowledged that AI will not replace human interaction, it proves to be a strategic choice for automated first-line support and self-service capabilities. From my perspective, companies that do not capitalise on these benefits risk falling behind in the ever-evolving landscape.
"Embracing AI in customer service and sales not only transforms operational efficiency but also liberates human potential. As seen in the reduction of call volume and the empowerment of staff to focus on revenue-generating tasks, these technological co-pilots elevate businesses to new heights. By recognising the value of AI in speech analytics, we unlock a profound understanding of customer sentiments, providing a strategic advantage. In navigating the evolving landscape, it's not about replacing human connection but enhancing it—those who seize the opportunities of AI are poised for success in the future of business."
Keith Bird, Head of UK Sales
Read the full article online following the Forbes link: https://www.forbes.com/sites/rashishrivastava/2023/11/08/ai-copilots-are-redefining-sales-and-service-jobs-says-salesforce-ais-ceo/?sh=6fc901
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