While asked in many different words, your customers' questions are mostly repetitive. To answer almost all of them, it is enough to check shipping policies or the FAQ on your website. However, customers do not want to look for answers on their own. They expect you to solve their problem, regardless of the time of day or night.
Statistically, the consultant handles one inquiry in 5 minutes. And every single customer requires some time. Even if the answer to the question is just pasting the text into the chat window, and marking the problem as solved. As the number of inquiries increases, customers wait longer for a response. When they become impatient, their level of satisfaction with the service drops dramatically.
IDP, or Intelligent Document Processing, combines the possibilities of artificial intelligence with an automated understanding of natural language. Our solution analyses the question asked by the client, and then recognises and classifies its content. When possible, it answers it immediately. And when there is some level of uncertainty, it processes the customer’s request and passes it to your team to answer.
What does it mean for your customer? Above all, the customer service supported by SensID Cognitive Automation means accurate answers, shorter response time, and effortless contact in any channel. However, the facilitation offered by SensID Cognitive Automation to the customer service team shines even brighter. They include automated replies to repetitive inquiries. What really counts here is the reduction in the number of repetitive, tedious tasks, and shortening a queue of service requests even by 70%.
Our automation integrates smoothly into the process of customer service. It intelligently pre-processes customers’ questions. In consequence, they are provided with all the information necessary to answer them before landing on the consultant’s desk. Data are well-structured and neat, tagged, and sorted according to the selected key, for example by subject or customer number.
Automation means more questions addressed in less time. During sales peaks, one of the frequently asked questions is “Will my order arrive before Christmas?”. Now every customer can get an instant and informative response. And you gain flexibility in response without the urgent need to train new employees. It is during the holidays and promotions period when you can fully explore the potential of SensID Cognitive Automation.
Real-time customer support across all communication channels. Flawless answers thanks to excellent text recognition and data extraction. And more questions addressed in a shorter time. These are the most important results of the implementation of SensID Cognitive Automation in e-commerce.
