• - Backwoods Promotions, Inc. provides staff and brand ambassadors to top-line outdoor and motorsport clients
•  
• - This staffing agency prides themselves on genuine relationships with companies through passionate, knowledgeable, and enthusiastic event staff who go above and beyond to promote products

About Backwoods Promotions, Inc.

Backwoods Promotions specializes in motorsports, outdoor, and automotive event staffing across North America. Founded in 2012 by Jessica Kline, the company provides ongoing service to a number of large corporations, primarily focused on supplying brand ambassadors and event staff to outdoor festivals, trade shows and more.

Since 2019, Backwoods Promotions has successfully trademarked its motto: Promote What you Love® and Enthusiasts First® to use in marketing and commerce. Backwoods Promotions was also certified as a Woman Business Enterprise by WBE Canada. In addition, its founder and CEO, Jessica Kline, was accepted into the Forbes Business Council. 

In terms of clients and services, Backwoods Promotions has demonstrated an ability to maintain its existing client base for years. This year, the company celebrates its sixth year providing service to Bombardier Recreational Product brands (i.e. Ski-Doo), its sixth year working with Fox Factory Inc., and now its second year working with Harley-Davidson Canada and Anheuser-Busch. In total, the company has provided thousands of event staff to work at 500 events across North America. 

What makes Backwoods Promotions unique is an emphasis on sourcing staff who are passionate about the companies, products, and services they represent at events and trade shows. While a number of staffing agencies and modeling agencies exist, none have successfully dominated the motorsports and outdoors industries with the same specialized approach that Backwoods Promotions has. Since the beginning, they have touted the fact that they are not a typical staffing agency, resulting in a rich niche of opportunity to supply skilled staff for motorcycle demo tours, off-road ride and drive events, corporate product launches, trade shows, and more. Backwoods Promotions’ unique approach to staffing is one that consistently adapts to North American motorsport and outdoor markets. 

Backwoods Promotions won three Stevie Awards for Company / Organization Categories: a Silver Stevie for Company of the Year - Diversified Services - Small, a Silver Stevie for Company of the Year - Business or Professional Services - Small, and a Bronze Stevie for Company of the Year - Hospitality & Leisure - Small in the 2020 International Business Awards®. 

Interested in entering the 2021 International Business Awards? 

Gold, Silver, and Bronze winners in the 2020 (17^th annual) Stevie® Awards for Women in Business, an international competition, were announced on October 2, 2020. The awards shine a spotlight on women executives, entrepreneurs, employees and organizations run by women.

Winners of five Grand Stevie Award trophies, the highest honor in the competition, were announced today.

Grand Stevie Award trophies are presented to five organizations that submitted the best body of entries to the competition, in their own names or in the names of one or more clients. Winners were determined by the number of Gold, Silver, and Bronze Stevie Awards won in the competition, with three points earned for each Gold Stevie win, two for each Silver win, and one-and-a-half points for each Bronze Stevie win. The Grand Stevie Award winners for 2020 are:

1. The Audacious Agency, Gold Coast, Australia, with 69.5 award points. The agency also was among the Grand Stevie winners in 2019
2. DP DHL, worldwide (27 points), is among the Grand Stevie elite for the third year in a row
3. IGNITE Worldwide, Brier, WA USA (22.5 points)
4. Melissa Sones Consulting, New York, NY USA (20.5 points) was also among the Grand Stevie honorees in 2019
5. Tavuun Welfare Association, Lahore, Pakistan (15.5 points)

More than 1,500 nominations from organizations and individuals around the world were submitted this year for consideration in categories such as COVID-19 Response, Entrepreneur of the Year, Executive of the Year, Most Innovative Company of the Year, and Startup of the Year, among others. More than 180 business professionals working in seven specialized judging committees determined the Gold, Silver, and Bronze Stevie Award winners.

Visit http://www.StevieAwards.com/Women for a complete list of Stevie winners by category. Winners will be celebrated during a virtual ceremony on December 9.

The Stevie Awards for Women in Business event will be complemented by the third annual Women|Future Conference, a two-day networking and learning event for female founders, business owners, entrepreneurs and industry leaders, to be held virtually on November 12-13. Registration is just $99, or $49 for current students with an active student ID. Details and registration are available at www.WomenFutureConference.com.

• -HGC Global Communications is a telecom operator group that provided extensive COVID-19 relief to customers and communities
  
  
• -They distributed free face masks, refurbished computers, and cloud capabilities to thousands of people.

About HGC Global Communications

HGC Global Communications is a leading fixed-line operator that owns extensive infrastructure in Hong Kong and overseas and offers a wide portfolio of products and services. HGC provides other operators with telecoms infrastructure, while acting as service provider to corporations and households alike. 

HGC believes telecommunications operators should take one step further to contribute to society. Here’s how they do it. 

Managing Operations & Supporting Customers

As isolation from social distancing is increasing, so is internet data usage. HGC saw a double digit bandwidth consumption increase. Prior to this surge, HGC had increased their backbone capacity, network resilience, and reliability to support a skyrocket in usage. HGC is also well-prepared for the long-term by securing critical components as part of their supply chain management and planning They spontaneously created special teams to provide instant support, maintenance, and installations to customers.

Support for Staff at HGC Group

Apart from being the first telecom operator in Hong Kong to announce flexible work-from-home arrangements, HGC also introduced other safety measures including regular deep cleanings and sanitations of offices, remote monitoring across impacted offices via home/office IT systems, and delegating more authority to in-country staff to facilitate emergency support. HGC also arranged hotels within walking distance of operation centers to help essential service supporting teams to perform their important duties. They have also offered all staff (around 2,000 people) with four months supply of medical masks. 

Giving Back

HGC has offered meaningful assistance to the community by being the first telecom operator in Hong Kong to distribute free essentials to the public. This includes onsite delivery of masks to elderly citizens living alone and distribution of free refurbished computers to schools and students to support e-learning. HGC has delivered free unified communications and cloud connect services to corporate customers to help with extreme emergencies. 

HGC Global Communications won a Gold Stevie for Product & Service Categories - Business Technology Solutions - Infrastructure as a Service and a Silver Stevie for COVID-19 Response Categories - Most Valuable Corporate Response in the 2020 International Business Awards®. 

Interested in The 2021 International Business Awards®? 

•  

Winners were announced today in the 2020 People’s Choice Stevie® Awards for Favorite Companies, a feature of The International Business Awards®, the world’s only international, all-encompassing business awards program which is now in its 17^th year.

The worldwide public vote was conducted the past two months, with the highest number of votes deciding the winners in a variety of industries. More than 43,000 votes were cast. All Stevie Award winners in the Company of the Year categories of this year’s International Business Awards were eligible to be included in voting for the People’s Choice Stevie Awards.

Winners of the crystal People’s Choice Stevie Awards will be honored for their awards at The International Business Awards virtual awards ceremony on Tuesday, 1 December. Tickets for the event are now on sale.

The winners of peer-adjudicated Gold, Silver and Bronze Stevie Awards will be presented with their awards along with the People’s Choice Stevie Awards. Stevie winners were selected from more than 3,800 nominations received from organizations and individuals in more than 60 nations.

The winners of the 2020 People’s Choice Stevie Awards for Favorite Companies are:

-Advertising/Marketing/PR: Purpol Marketing
-Aerospace & Defense: Modest Tree
-Business or Professional Services: CAREERISTS AND TALENTANK
-Computer Services: KoçSistem
-Computer Software: VOMO
-Consumer Products: Makers Nutrition
-Consumer Services: Mayen
-Diversified Services: Backwoods Promotions Inc.
-Energy & Utilities: Dubai Municipality
-Financial Services: Cebuana Lhuillier
-Food & Beverage: Empire Eagle Food Co., Ltd.
-Health Products & Services: flowhub Software GmbH
-Hospitality & Leisure: Kindersley Hospitality Endeavors
-Insurance: USHEALTH Group
-Internet / New Media: SiyonaTech
-Manufacturing: Makers Nutrition
-Materials & Construction: Viettel Construction Joint Stock Corporation
-Media & Entertainment: STREET SCIENCE
-Non-Profit / Government: The Pahang State Foundation
-Other Industries: Makers Nutrition
-Real Estate: Filinvest Alabang, Inc.
-Retail: Georgio’s Bottega
-Transportation: Whale Logistics

• - Laos’ mostly rural population does not have access to traditional banking services
•  
• - Star Fintech Sole Co. (Star Telecom) developed “u-money” which is easy to use, low-cost, and accessible via mobile devices

About Star Fintech Sole Co. 

Founded by Star Telecom (Unitel) in 2019, Star Fintech Sole Co. is the first “u-money” mobile phone service in Laos. This provides nationwide financial services that are quick and convenient, low-cost electronic payments. 

Modern Money in Laos

• 

Laos is a developing country where most areas are rural. Most people live in mountainous areas and do not have bank accounts, thus access to financial services is quite limited. As a leader in telecommunication and digital transformation, Star Telecom is committed to investing and concentrating its resources to people who would benefit the most. 

Unitel engaged with the Bank of Lao PRD (BoL) and the United Nations Capital Development Fund (UNCDF) in 2014 to develop “u-money”, a digital financial service product. U-money now takes an active part in the development of Laos and allows people in rural areas to access financial services via mobile devices. In 2019, Star Telecom became the first company to receive a legal license for e-wallet services in Laos.

Startelecom (Star Fintech Sole Co.) won a Silver Stevie for Innovation in Product Design & Development - Consumer Products & Services in The 2020 Asia-Pacific Awards®. 

Interested in entering The 2021 Asia-Pacific Awards? 

• - Customer service tools with AI-based technology improve sales, marketing, and overall customer satisfaction
  
  
• - Grazitti Interactive’s SearchUnify platform simplifies complex issues and provides tools and personalized search results 

About SearchUnify

SearchUnify is a flagship product of Grazitti. This unified cognitive search platform revolutionizes information discovery, fuels an insight engine, and makes for a robust platform for AI-based apps like customer-facing and agent-assisting chatbots. It’s AI powers relevant and personalized search results for customer support and self-service. 

Grazitti’s Product Inception

Grazitti Interactive is a digital innovation leader with extensive experience in developing solutions for CRM, marketing automation, online communities, and analytics. With over a decade of experience enabling businesses to improve marketing, sales, and support outcomes, Grazitti Interactive witnessed businesses struggling to put information in the hands of end-users. SearchUnify was built to unify diverse content sources and provide a seamless user experience and to simplify tools and requirements in one extensive platform.

AI is being seen by support leaders as a possible solution to many complex issues. AI-powered apps built on SearchUnify equip agents with tools they need to delight customers. As a one-stop solution, SearchUnify helps to increase case deflection and expedite case resolution. It helps community managers drive self-service success by showing smart recommendations to users based on their search behavior to help them find the most relevant answers quickly. 

SearchUnify’s customers have seen exponential success: 

• 12% month-to-month increase in site visits 
  13% increase in search conversions
  15% increase in agent productivity
  21% increase in case deflection
  28% reduction in searches without results 
  Over 8 million cumulative total searches 

SearchUnify won a Silver Stevies for Innovation in Customer Service - Innovative Use of Technology in Customer Service - Computer Industries and a Silver Stevie for Innovation in Product Design & Development - Innovation in Business-to-Business Products & Services in The 2020 Asia-Pacific Awards®. 

Interested in entering The 2021 Asia-Pacific Awards?

 

The Stevie® Awards for Women in Business, which shine a spotlight on women executives, entrepreneurs, and organizations run by women, have announced the 2020 winners today.

The Stevie Awards for Women in Business is an international competition produced by the creators of the prestigious International Business Awards® and American Business Awards®. The Stevie is widely regarded as the world’s premier business award.

This year’s Gold, Silver and Bronze Stevie Award winners will be honored at a virtual awards ceremony on Wednesday, December 9. More than 400 women and their guests from around the world are expected to attend the presentations.

The Stevie Awards for Women in Business event will be complemented by the third annual Women|Future Conference, a two-day networking and learning event for female founders, business owners, entrepreneurs and industry leaders, that also will be staged virtually, this year on November 12-13. Registration is just $99, or $49 for current students with an active student ID.

Details and registration are available at www.WomenFutureConference.com.

More than 1,500 nominations from organizations and individuals around the world were submitted this year for consideration in categories including COVID-19 Response, Entrepreneur of the Year, Executive of the Year, Most Innovative Company of the Year, and Startup of the Year, among others. More than 180 business professionals working in seven specialized judging committees determined the Gold, Silver, and Bronze Stevie Award winners.

Among the many extraordinary organizations and women who have been recognized as Stevie winners, the following organizations stand out as those with four or more winning nominations: 8x8 to Educate (Currumbin, QLD Australia), AlterContacts (Amsterdam, The Netherlands), Dee is for Digital (Marbella, Spain), DevelopHer (Dallas, TX USA), DHL Express (worldwide), Families Without Borders (Moraga, CA USA), Helen Zahos, Humanitarian Nurse (Australia), IGNITE Worldwide (Brier, WA USA), Jeunesse Global (Lake Mary, FL USA), John Hancock (Boston, MA USA), Mentor (New York, NY USA), New American Funding (Tustin, CA USA), Purpose DRV’N (Woodbury, MN USA), REMAP Network (Toronto, ON Canada), Saski Collection (Gold Coast, QLD Australia), Spectrum Support Ltd (Southport, Queensland Australia), Tavuun Welfare Association (Lahore, Pakistan), The Financial Literacy Youth Initiative (Cranston, RI USA), Toft Group (San Francisco, CA USA), Wolters Kluwer (multiple cities), and Xandr (Boston, MA USA).

The 2020 Gold, Silver, and Bronze Stevie Award winners reflect a diverse group of large and small organizations from around the globe. Notable Gold Stevie Award winners in this year’s competition include:

• Julianna Yau, Founder, Ampala Education, Hong Kong - Woman of the Year - Business Services
  
  
• Jacqueline Guichelaar, Senior Vice President and Group Chief Information Officer, Cisco, San Jose, CA USA - Woman of the Year – Technology
  
  
• Katherine Relle, Private Equity Portfolio Manager, JPMorgan Chase & Co., New York, NY USA - Female Employee of the Year – Business
  
  
• Michelle Arscott, Founder and Mentor, The International Life Coach, Nairobi, Kenya – Mentor or Coach of the Year – Health/Wellness
  
  
• Project SMILE, NCR, Philippines – Most Valuable Non-Profit COVID-19 Response
  
  
• EggLife Foods, Chicago, IL USA – Best New Product of the Year – Consumer Products
  
  
• LinkedIn Corp, Sunnyvale, CA USA – Most Valuable COVID-19 Corporate Response
  
  
• Burger King, Miami, FL USA – Communications or PR Campaign of the Year – Food and Beverage

Stevie Award-winning nominations were submitted by organizations in Australia, Bahrain, Brazil, Canada, China, Egypt, Finland, Germany, Hong Kong, India, Ireland, Israel, Jordan, Kenya, Mexico, the Netherlands, Nigeria, Norway, Pakistan, Philippines, Russia, Saudi Arabia, Singapore, South Africa, Spain, Taiwan, Turkey, the United Arab Emirates, the United Kingdom, the United States, and Vietnam.

Visit http://www.StevieAwards.com/Women for a complete list of Stevie winners by category.

Winners of five Grand (best of show) Stevie Award trophies, and in three HCL Technologies-sponsored categories for women in technology, will be announced the week of October 12.

The Stevie® Awards, organizer of the world’s premier business awards programs, has issued a call for entries for the 2021 (second annual) Middle East & North Africa Stevie Awards, sponsored by the RAK Chamber of Commerce & Industry. Entry kits and complete details on the competition are available at http://MENA.StevieAwards.com.

The Middle East Stevie & North Africa Awards are the region’s only awards to recognize innovation in all its forms through the workplace. The awards are open to all organizations in 17 nations in the MENA region: Algeria, Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Morocco, Oman, Palestine, Qatar, Saudi Arabia, Syria, Tunisia, Turkey, United Arab Emirates and Yemen.

All individuals and organizations - public and private, for-profit and non-profit, large and small - may submit any number of nominations to any number of the categories.

There are no entry fees in this awards program. Organizations may submit as many nominations as they’d like, without cost. Instead, those named as Gold, Silver, and Bronze Stevie Award winners can choose to accept their Stevie Award and pay a “winners fee” for each successful nomination.

Nominations may be submitted online through two entry deadlines: November 4, 2020 and January 20, 2021. Winners fees payable will be lower for nominations submitted through the first deadline.

Winners of the Gold, Silver, and Bronze Stevie Awards in the competition will be announced on February 18, 2021, and celebrated during a gala event in RAK at the Waldorf Astoria on March 27.

There are two new category groups for 2021. The COVID-19 Response categories recognize the contributions of individuals, groups, and organizations that have worked valiantly over the past months to keep us safe, healthy, employed, and informed. The Achievement categories recognize singular innovative achievements in areas such as customer satisfaction, growth, international expansion, and more.

Nominations citing innovative achievements will be accepted and judged in both Arabic and English, in more than 100 categories across the following category groups:

• Apps & Websites,
• Achievements,
• Annual Reports & Other Publications,
• Company/Organization,
• Corporate Communications & Public Relations,
• COVID-19 Response,
• Customer Service,
• Human Resources,
• Live Events,
• Management,
• Marketing,
• New Products & Services,
• Technology, and more.
•  

 

Winners of the 2020 edition of the awards included Al Dhafra Region Municipality, BEKO, Birevim, Boehringer Ingelheim, Çelebi Aviation Holding, Cisco Systems, Coca-Cola Içecek, DHL Express, Dubai Health Authority, Federal Competitiveness and Statistics Authority, Geneva Centre for Human Rights Advancement and Global Dialogue, Mohsin Haider Darwish LLC, RAK Transport Authority, Virgin Mobile, Vodafone and many more.

 

The 2021 competition will be judged by more than 150 professionals around the world.

 

Interested in entering the 2021 Middle East & North Africa Stevie Awards?

• - Australian-based digital advertising company paves the way for new revenues in traditionally untouched spheres
•  
• - Hoppr creates a new way to advertise on the small screen while still reaching massive audiences
•  
• - Advertising with Hoppr allows customizability and flexibility for businesses of all sizes
•  

About Hoppr

Hoppr is a startup company focused on creating technology solutions for the global advertising sector. Their flagship technology solution - HopprTV - creates ad space in a new place. This world-first turnkey solution can be seamlessly integrated with any TV service to display personally tailored and targeted ads to audiences of the small screen. Hoppr’s innovations are visible through their strategic partnership with leading global media groups including Technicolor, a global media giant with access to 700 million set top boxes worldwide. 

Hoppr allows businesses of any size to deliver messages to highly engaged TV audiences, targeted personally or geographically, thus unlocking new revenue while generating detailed information about audience habits. By integrating HopprTV, platforms can instantly offer digital advertising solutions that compete with online rivals, creating a new ecosystem of advertising on the small screen that opens the doors for small businesses to connect with audiences closest to them.

HopprTV’s Solution

In the modern media landscape, nothing compares to the reach and prestige of advertising on television. But in the digital age, most advertisers are turning from the traditional, expensive contracts on the small screen to more targeted, flexible, and cost-efficient messaging found online. 

This trend has only accelerated with the recent COVID-19 pandemic, wherein TV advertising revenues plummeted worldwide despite more people than ever watching streaming and free content online. To adapt and thrive in this new media environment, TV advertisers need to adopt the tactics and techniques of online digital marketers. HopprTV was designed to bridge the gap between TV’s prestige and digital’s flexibility, creating ad space in a new place to unlock revenue, rich audience data, and targeted exposure like never before. 

Hoppr won a Gold Stevie for Innovation in Technology Management, Planning & Innovation - Telecommunications Industries in The 2020 Asia-Pacific Stevie® Awards. 

Interested in entering The 2021 Asia-Pacific Stevie Awards?

周囲を見回してみてください。自動化はどこにでもあります。空港での手荷物預けから、ピザの注文、ホテルの客室予約、病院の診療予約まで、人口知能は世界中で利用されています。カスタマーサービスも同じです。専門家たちは、今年の年末までにすべての顧客対応の85％は人間の手を借りず行われるようになるだろうと予想しています。

 

カスタマーサービスの自動化は、反復的な手作業に対する人材投入を根本的に減らし、時間と労力を節約させ、究極的には金銭的資源を節約します。これは、人とのいかなる接触も必要なく、顧客が質問をし、その場で質問に対する答えを聞けるようにするプロセスの追加を意味します。お客様は少しの労力を費やすだけで解決策を得られるので、これはとても効果的な方法だと言えます。

 

カスタマーサービスの自動化により、背後関係や2次的な説明の必要性がなくなり、面倒なく問題の核心にたどり着くことができます。これは小売業者、メーカー、ITプロフェッショナル、そしてSaasマーケティングエージェンシーですら潜在的な応用事例があるので、業界による制限はありません。

 

自動化されたカスタマーサービスをあなたの組織に統合したいですか?あるいは、その用途について周りの人に説得しなければなりませんか？Ring Centralがサポートします。あなたのビジネスがカスタマーサービスの自動化に投資すべき理由がここにあります。

 

Source: Finances Online

 

AIなら問題を先取りできる

自動化によって、人間では実現不可能なレベルの対応ができるようになります。そう遠くない将来、仮想アシスタントは人々がビジネスとどのようにコミュニケーションをとるのかを理解し、そのデータを利用して顧客の旅程全体を案内することにより、顧客が何を望んでいるのかを知ることができるようになるでしょう。

 

AIアシスタントは顧客ベースを構成する人を把握し、本人ですら何を必要としているかを認識していないうちに、彼らが望むものを提供するでしょう。AI内蔵システムは無数のウェブサイトとデータセットをモニタリングして、苦痛の指標とカスタマーエクスペリエンスを妨げるものを識別します。その次に、様々なプラットフォームで動作するポップアップや仮想サービスエージェントを介して即座に応答することができます。

 

このような先制的な問題解決は、一方では顧客の満足度を向上させると同時に、購買サイクル内における顧客の離脱率を大幅に下げることができます。

 

このような形の先制的な問題解決を「意図予測」といいます。これは顧客がどこから来たのか、次にどこに行くべきで、そこに到着した時に何が必要なのかを把握するための一つのアルゴリズムです。クリック、スクロールの速度、表示、購入履歴などの入力事項は、意図を決定し、適切な種類のサポートを選択するデータに変換されます。

 

例えば、その技術はウェブ活動に基づいてパターンを認識し、顧客からの電話を正しいエージェントや部署に案内することができます。意図予測により、カスタマーサービスチームが必要とされる正確な地点に、彼らがいられるようになります。

 

24/7 365

AIを活用したカスタマーサービスを提供する組織は、休業日、病気の日、または時間帯の制約なく、顧客からの問い合わせを毎日いつでも処理できるということを意味し、顧客は応答を待つ時間がなくなります。待ち時間がないということは、顧客満足の向上につながるため、顧客離れが少なくなります。また、これはブランドの顧客献身を証明しており、信頼と評判への重要な要素となっています。

 

教育や繰り返しが不要

スタッフの採用と教育はコストがかかり、時間がかかるプロセスです。アメリカの顧客コールセンターのオペレーター採用には$4,000以上の費用がかかり、コールセンターの人材管理ソフトウェアシステムでスタッフを教育するのに$5,000以上の費用がかかる可能性があります。事務用品やオフィス、その他の事務費用を気にする必要もありません。

 

自動化ソリューションは、コールセンターにおける一般的な問題である費用と空間問題の両方を解決してくれます。 AIはチームメンバーが顧客にサービスを提供し、業務の満足度を高めるのに必要な資源を提供することができます。

 

例えば、オートダイヤラーは特定の通話に必要なもの全てをオペレーターに提供できます。同時に、コンピュータテレフォニー統合ソフトウェアでは、すべてのデータを一つのダッシュボードにリンクして可視化することで、顧客の問い合わせに対応するのに役立つ数多くの方法をオペレーターに提供することができます。これらの機能は、Ring Centralがスティービー賞を受賞した理由の一部に過ぎません。

 

全スタッフを再教育し直すのではなく、ソフトウェアを再構成することで他のすべてを自動化することができます。さらに、AIを活用したカスタマーサービスプラットフォームは、面倒で退屈な作業から従業員を解放し、困難な顧客の問題により集中し、創意的でダイナミックなソリューションを考えることを可能にします。

 

Source: Superoffice

 

より簡単なパーソナライズの方法

ビッグデータ、機械学習、AIを組み合わせることで、企業は顧客のパーソナライズレベルを作り上げることができます。これは過去の購入履歴を利用して新製品を提案するというような簡単なものから、ユーザーのブラウジング習慣と読解力に合わせてリアルタイムに配置された、詳細なウェブサイトのレイアウトのように複雑なものまであります。

 

この種のパーソナライズにより、カスタマーエクスペリエンスが向上します。これは、リピート購入はもちろんのこと、コンバージョンを促します。AIと自動化はまた、顧客の購入履歴、検索選好度、ビジネスでの過去の経験を理解することにより、人間のスタッフが話をしている相手に関するより多くの背景的な情報を提供してくれます。このような情報を得ることにより、サービスのプロフェッショナルは、顧客に対してより良い、よりカスタマイズされたサービスを提供することができます。

 

保証された信頼性

AIを活用したカスタマーサービス技術は、人間と肩を並べることのできないレベルの信頼性を実現します。チャットボットは、人間が持ちうる所属意識や偏見を持ちません。またチャットボットは遅刻することもなく、顧客に対して苛立ったり、不適切な冗談を言ったりもしません。

 

また、適切なサービスを提供していない場合には、問題を人間の管理者に報告するように設計することもできます。これにより、顧客サービスの相互作用が改善します。これは再取引を促す最も良い方法の一つです。

 

問い合わせが人間のオペレーターに報告されると、過去の通話データを瞬時に処理し、顧客が説明を繰り返さずとも中断された場所から作業を引き継ぐことができます。またサイロ化した情報や別のデータベースは必要ありません。仮想アシスタントと連携するカスタマーサービスオペレーターは、一貫性があり、信頼性が高く、フレンドリーなサービスを提供することができます。

 

Source: Artificial solutions

 

スピーディな拡張能力

AIを活用した技術は、リソースが限られている場合(パンデミックのように)でも、企業は簡単かつ迅速に顧客サービスを拡張または縮小することができます。新製品やサービスをリリースする際、企業は人の手を介さずとも無数の顧客からの問い合わせを処理できるFAQやビデオベースのソリューションを公開できます。

 

チャットボットは、問い合わせが殺到している状況下でも顧客の問いに容易く対応でき、あらゆるやり取りから学び、成長することができます。企業は制約なしに、そこで必要とされる言語を話せるスタッフを大量に雇って、教育する必要なく、新しい市場に参入することができます。従業員がどこにいても、どこで仕事をしていても関係なく、会社は従業員とつながった状態を維持することができます。

 

AIは人間のチームに代わるものではなく、彼らをサポートするためのものです。膨大なデータを編集して、読みやすく、実行しやすい形式で提供できるため、究極的には顧客の利益となります。これは、仕事をよりスマートに、難しくすることなく、これからのカスタマーサービスの姿を変えました。

 

John Allenは、グローバルUCaaSおよびVoIPプロバイダRing Centralの取締役であり、グローバルSEOを務めています。彼は14年以上に渡って、デジタルマーケティングプログラムの構築と最適化に対する幅広い経験を持っています。MarketScale、E-Spiritなどのウェブサイトにも寄稿しています。

 

Ring Centralは2020スティービー・アジア・パシフィック賞の人事（HR）管理/企画/実行のイノベーション部門でゴールド・スティービー賞を受賞しました。