How to Tackle Overloads and Lower Turnover for Support Teams

Nikita Borisenko
CEO of Loqos AI
November 7, 2023
The short answer is automation.

In the business world, customer support is all about conversations. As someone who managed customer service, I get the daily challenges of support teams. Here's how this never-ending cycle looks:

Expanding the product range always leads to an influx of requests, resulting in burnouts.

Burnouts lead to unexpected layoffs, causing employee turnover as a result.

Turnover leads to extra expenses on recruiting and education, resulting in a bloated budget.

Return to the first step.
Let's be honest, every repetitive task should be automated. Mechanical actions like processing calls or messages have long been candidates for automation, freeing up human resources for more complex, creative tasks.

The AI Solution Covering 80% of Repetitive Support Requests

The AI bot is a super helpful tool for handling repetitive conversational tasks. In my experience, around 70-80% of the questions people ask are kind of the same, asked more than twice. This AI bot can talk on the phone and message on websites, apps, or messaging apps.

It deals with FAQs, technical stuff, tracking orders, deliveries, payments, or complaints. If needed, the bot sends people to a human agent for more help. This way, the bot does the routine stuff, letting human agents focus on tasks requiring specific knowledge and creativity.

The pre-determined tone of voice contributes to the bot's versatility. Moreover, such a bot seamlessly integrates with internal software, directing request information to the HelpDesk and CRM system. It improves responses by utilizing data from internal knowledge bases or calendars.

The AI bot helps with three main support issues:

• No Overloads and Burnouts: The bot works 24/7 without getting tired.

• No Service Problems: It speaks different languages and answers quickly.

• No Extra Costs for Hiring or Training: The bot learns once and keeps learning, never needing a break.

Why is it called AI-powered? It's because it uses smart algorithms that learn from talking with people, getting better at giving the right answers over time.

Outgoing communication for customer service

Outgoing communication is one of the obvious areas to automate, especially in projects with a high volume of clients. A bot can take over such tasks. Here's how it works:

The bot collects NPS feedback or conducts customer experience surveys.

The bot alerts about upcoming events or changes in a loyalty program.

The bot warns about technical issues or maintenance.

The bot provides information about bonus accrual.

Similarly, an AI bot can be utilized as a messaging bot for the app, messenger communication, or a phone calling bot.

How to start automation

As I always mention, companies should be prepared for automation: study their processes, make them clear and connected, create guides and knowledge bases showing how teams work, and remove any obstacles.

Once that's done, automating processes becomes easier. The organization knows its ins and outs, with structured data ready for use. That's when we can think about adding a chatbot.

Next, depending on the company's needs, it's time to decide how to build the bot — either through custom development or a user-friendly platform. For intricate solutions with integrations and various platforms (like websites, apps, and messengers), custom development is the way to go. And that's what we specialize in at Loqos AI. Feel free to book a demo.