What Is Automated Customer Service? How To Guide for Humans

Customer service automation: The key to better support in 2023

automate customer service

With automated customer service, businesses can provide 24/7 support and reduce labor costs. They may leverage automation to handle customer interactions from start to finish or use it as a tool to assist live agents. Customers are increasingly accustomed to a fully virtual customer service experience. Automation and generative AI can power virtual agents to meet customers where they are and provide immediate, accurate responses to inquiries. Routine questions and common issues are handled 24/7, ensuring customers receive prompt and personalized assistance without putting additional burden on your customer service agents.

automate customer service

For example, when you have an overwhelming number of queries, customer support reps can forget to respond to some or misplace customer details. Conversely, when you use an automated customer service system, customers receive answers to their queries promptly and accordingly. When implemented strategically, customer support automation can be used throughout the customer journey to provide quality and consistent customer service. You can use it to answer queries, onboard new customers, showcase new or improved services, and get customer feedback.

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If you’re selling software or a subscription-based SaaS platform, you’ll likely need a different toolset than a vendor selling clothing or tea via an ecommerce website. Your tool’s pricing may vary, but Gorgias’s Automation Add-on handles an average of 30% of all tickets, for 1/5 the cost of a customer service agent. For some issues — like complex or sensitive ones — a human touch goes a long way. But for repetitive, rote interactions, the “human touch” might mean forgetting a step or explaining something poorly.


Customer service automation is the practice of placing the weight of customer support processes onto dedicated software such as CRM, chatbots, or AI. While it’s fantastic to have these handy tools at your disposal, they should never replace the warmth and personal touch that only a human representative can provide. Let automation enhance your customer service, but always remember to sprinkle it with personalized responses from real people whenever possible. Through automated customer service, agents can escape the monotony of routine tasks and embrace their role as problem solvers and brand ambassadors.

Fully-Automated Customer Service Solutions to Set an Example

Automating customer service processes is beneficial, but it’s crucial to recognize when automation may not be suitable. Human agents best handle complex situations that require empathy, nuanced understanding, or creative problem-solving. You can also use an automated customer support system to scale your support in other ways. Alternatively, you can add a feedback feature that will allow customers to submit their questions anonymously.

Relay Payments launches automated freight payments tool for brokers – FinTech Global

Relay Payments launches automated freight payments tool for brokers.

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PagerDuty, overseeing a significant platform expansion and the launch of a dozen new products and integrations. SVP & GM Product at PagerDuty, overseeing a significant platform expansion and the launch of a dozen new products and integrations. In this case, you’ll likely want to be able to report on metrics like number of calls deflected, hold times, and so on. For example, Dialpad Ai lets ShipEX instantly notify relevant departments depending on the keywords it identifies on phone calls. If a driver calls in about an accident, the AI will pick up on that and automatically ping the legal department, so they can get on the case quickly. It’s automatically done by Dialpad, no need to pay for a separate transcription service (which usually takes a few hours or days to turn around transcripts).

Delivering better customer service without breaking the bank

However, it’s crucial to ensure your resources are accurate, up-to-date, and relevant. If your resources aren’t up to scratch, your customers will be left frustrated. AIMultiple informs hundreds of thousands of businesses (as per similarWeb) including 60% of Fortune 500 every month. You can see more reputable companies and media that referenced AIMultiple. Throughout his career, Cem served as a tech consultant, tech buyer and tech entrepreneur.

automate customer service

Customer service automation is a great way to speed up your support process. Support agents can automate their mundane and manual tasks and get more done quickly. For example, if there is an increase in customers complaining about a certain glitch in your product, your chatbot can easily notify you to prioritise fixing that glitch. Similarly, your chatbot can also reach out to existing customers for feedback and provide you with the required information to sufficiently update your services in favour of your target audience. These are online self-service knowledge bases that use AI to help direct customers to the best articles and also assist internal teams in identifying content that needs to be updated. This reliability makes a strong case for incorporating artificial intelligence into your customer support processes.

American Well, a telemedicine company, is a wonderful example of how to use chatbots and live chat in combination to automate customer service to a great extent. Its automation effort is intelligent enough to determine user intent quickly and enhance customer experience. With automation, it’s possible to put customer support on autopilot and free up agents so that they are not part of handling simple, repetitive tasks.

automate customer service

Based on the customer’s answers, the IVR can route the complex issues team to speed up the resolution process — this is known as ticket routing. Of course, people want human agents to stay on hand to help, but the fact is that they’re getting more and more comfortable with automated communication. However, some believe this approach degrades the customer experience due to the lack of human touch at every stage of the customer journey. Well, with finely configured support automation, this isn’t entirely true.

Or contextually lead them through the actions they need to take on your website or app. With the LiveChat-ChatBot integration, the whole process can be automated, not just the invitation. Canned responses lend a helping hand and save time, leaving your agents more time to be personal and personable. On top of that, automation frees up your support staff time so they can pay more attention to customers who really need human assistance. Customer service automation is the process of supporting customers by maintaining the right balance between machine and human intelligence.

Automating customer support requests simplifies tasks by optimizing processes and reducing the time to complete the tasks. Automated customer service helps improve the omnichannel experience, leading to higher customer satisfaction. Omni-channel customer experience is the foundation of good customer service. The customer interactions across all touchpoints should be consistent and excellent to enhance engagement and loyalty. According to Forrester, almost 70% of customer service decision-makers are planning to increase their investment in automated customer service.

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automate customer service

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