30% to 40% of Your Support Tickets Are a Sales Channel You Are Ignoring
Most people think support is mostly a negative conversation about a purchase. This usually is due to fatigue and the individual handling the support call.
This is where AI support can help to cut through any human tiredness and triage the issue in a agnostic way so as to deliver the customer into a last mile support with more context around their “issue”. I put issue in inverted commas because thats a human assumption that this is a problem. Where as AI treats this as a communication prompt and does not have a pre formed idea or opinion. In fact it never has an opinion and no matter the abuse thrown at it – it keeps replying in the same polite ( often annoying ) tone.
AI can treat these support tickets Not as complaints. but as Buying signals.
An AI agent working that queue around the clock, trained to recognize purchase intent, converts it. The support desk stops being a cost center and starts producing “some” revenue.
This depends on the sector and the buying model – but handling the support in a timely manner will reflect well on your brand.
The Human Role Is Not Disappearing, so far ! It Is Moving Up the Stack. Training it to pick up the intent and then deliver the appropriate buying call to action is the part that requires human training and moderation. The issue will be what happens when the bot is fully trained what to do with the bot. Also what happens when my personal assistant bot starts talking to your bot and has been instructed to simply not take no for an answer. We have seen support tickets going on for hours on end and all we can surmise is that there is another bot at the other end. That said its better that the human moves up the stack and shepards the bot in the correct direction when it flags there the “tone” on the ticket is bad.