Modern consumers are mobile-first, always online and used to instant gratification. They expect to receive customer service on their own terms, wherever and whenever they want it.
Digital consumers are also less loyal. 47% of Gen Z will walk away from a brand they love after just one bad experience, compared to 32% in the general population.
Higher expectations and rising stakes have increased pressure on support teams. In response, brands have ramped up hiring - the number of support reps in the USA grew 9.2% from 2018-19.
But, to control costs, they have also increased the demands that they put on their support staff. Agents have to respond quickly and resolve cases non-stop and are penalised harshly for any slow down or drop in CSAT. Managers have limited control over what agents do and so create large, pyramid structures to monitor and QA. Year on year, customer service is rated one of the most stressful jobs in the world.
CustomerServiceAI virtual agents meet the needs of the modern consumer. They respond instantly, round the clock, in every language. They give a consistent, on-brand experience across every device and channel. They are plugged into every business system and have the latest product information, without the need for training. They give managers full control over the experiences they deliver and an x-ray view into what is going on in customer support.
CustomerServiceAI has the potential to improve customer service for hundreds of millions of consumers throughout Europe. The platform gives brands control of their customer experience, driving better retention and thus revenues. And finally, CustomerServiceAI improves the working lives of the 14 million Europeans workings as customer service agents, who under resource scarcity and rising customer service volumes currently experience one of the most stressful jobs in the world.
