--- title: 为什么企业应该投资自动客户服务 description: 您是否希望将自动化客户服务集成到您的组织中？RingCentral可以为您提供帮助，这就是您的企业应该在自动化客户服务上进行投资的原因。 image: https://blog.stevieawards.com/hubfs/Source%20-%20Finances%20Online.jpg --- [![stevie-awards-full-logo](https://blog.stevieawards.com/hs-fs/hubfs/Stevie%20Awards%20Blog%20Theme%20Files/stevie-awards-full-logo.png?width=347&height=70&name=stevie-awards-full-logo.png "stevie-awards-full-logo")](http://stevieawards.com) Click to View Posts by Stevie® Awards Categories # 为什么企业应该投资自动客户服务 Posted by [Clara Im](https://blog.stevieawards.com/blog/author/clara-im) on Thu, Sep 24, 2020 @ 11:27 AM - [Tweet](https://twitter.com/share) **自动化无处不在。****从机场托运行李到订购披萨、预定酒店客房或预约医生诊疗****，****人工智能在全球范围内得到广泛使用。客户服务没有什么不同。专家预测，到今年年末，****[85%](https://www.forbes.com/sites/mikhailnaumov/2018/04/23/5-predictions-on-the-future-of-customer-service/)[的](https://www.forbes.com/sites/mikhailnaumov/2018/04/23/5-predictions-on-the-future-of-customer-service/)[客户](https://www.forbes.com/sites/mikhailnaumov/2018/04/23/5-predictions-on-the-future-of-customer-service/)[接待](https://www.forbes.com/sites/mikhailnaumov/2018/04/23/5-predictions-on-the-future-of-customer-service/)****将无需人工干预****。** ** ** 客户服务的自动化从根本上减少了人工和重复性的工作，从而节省了时间、精力和金钱。这意味着增加了一些流程，这些流程使客户可以即时询问和查询，而无需与客服代表进行任何联系。客户为了找到解决方法只要稍微辛苦一下就可以了，所以这是非常有效的方法。   自动化的客户服务消除了对反复对情况进行说明的需求，无需太繁琐，即可找到问题的核心。它也不受行业限制，在零售商、制造商、IT专业人员甚至[Saas营销机构](https://www.accelerate-agency.com/saas-marketing-agency)都有潜在的用例。   您是否希望将自动化客户服务集成到您的组织中？还是您仍然需要说服周围的人使用它？RingCentral可以为您提供帮助，这就是您的企业应该在自动化客户服务上进行投资的原因。   ![Source - Finances Online](https://blog.stevieawards.com/hs-fs/hubfs/Source%20-%20Finances%20Online.jpg?width=600&name=Source%20-%20Finances%20Online.jpg) ## Source: [Finances ](https://financesonline.com/customer-service-statistics/)Online   **人工智能可以先****发制人****地解决问题**   通过自动化，您将获得人类不可能达到的一定程度的应对性。在不久的将来，虚拟助手将了解大多数人与企业的互动方式，并使用该数据来指导客户整个旅程，从而了解客户的需求。   AI助手会知道谁构成了您的客户群，甚至在他们尚未知道自己的需求之前，就会提供他们想要的东西。嵌入AI的系统可以监视无限数量的网站和数据集，识别遇险指标和妨碍客户体验者。然后，通过跨平台运行的弹出窗口或虚拟服务代理即时做出响应。   这种先发制人的问题解决方案在购买周期内可以相当程度上降低客户流失率，同时改善客户的旅程和满意度。   这种先发制人的问题解决方法称为“意图预测”。这是一种算法，可以确定[客户](https://blog.stevieawards.com/blog/marketing-in-the-age-of-ai?hsLang=en-us)[来自何处](https://blog.stevieawards.com/blog/marketing-in-the-age-of-ai?hsLang=en-us)，下一步应该去哪里以及到达那里后需要什么。点击、滚动速度、查看次数和先前购买之类的输入将转换为决定意图，并选择正确支持类型的数据。   例如，技术可以基于网络活动识别模式，将客户的电话引导到正确的代理商或部门。意图预测可以使客户服务团队在需要他们的确切时间出现。   **24/7 365** ** ** 不受公共假期、病假或时区的限制，具有AI支持的客户服务的组织，意味着可以每天随时处理客户查询，无需等待响应的时间。无需等待响应的时间意味着更好的客户满意度，从而减少了客户流失。此外，这也是证明品牌对客户的献身精神、信赖和声誉的重要因素。   **无需培****训或重复**   职员的聘用和培训是耗费大量费用和时间的过程。美国的客户呼叫中心运营商在职员招聘方面花费的费用高达4000美元，而通过[客服中心员工管理软件](https://www.ringcentral.com/contact-center/workforce-management.html)系统进行培训的费用可能将近5000美元或更高。同这一费用相比，文具类、办公室，以及其他办公费用都算不上什么。   自动化解决方案可解决客服中心内的常见问题，即费用和空间问题。AI可以向团队成员提供为客户提供服务、提高业务满意度所需的资源。   例如，[自动拨号机](https://www.ringcentral.com/auto-dialer.html)可以用所有特定通话所需的一切来武装咨询员。同时，[电脑电话集成软件](https://www.ringcentral.com/contact-center/computer-telephony-integration.html)将所有数据链接到单个仪表板中，并为咨询员提供无数种方法来帮助其回答客户的查询。而这些功能只是让RingCentral成为史蒂夫奖获奖者的部分原因。   与其对全体员工进行再教育，不如变更软件，将其他一切自动化。更重要的是，基于AI的客户服务平台使员工摆脱了繁琐且枯燥的工作，使他们能够将更多精力放在具有挑战性的客户问题上，并思考创新的动态解决方案。   ![Source - Superoffice](https://blog.stevieawards.com/hs-fs/hubfs/Source%20-%20Superoffice.png?width=586&name=Source%20-%20Superoffice.png)Source: [Superoffice](https://www.superoffice.com/blog/customer-experience-statistics/)   **一****种更轻松的个性化方式**   通过将大数据、机器学习和AI相结合，公司可以在客户的整个旅程中建立密切的个性化水平。这可能很简单，例如使用过去的购买来推荐新产品，也可能很复杂，例如根据用户的浏览习惯和阅读内容实时地进行详细的网站布局。   这种个性化可以改善客户体验。这不仅会促进反复购买，还会促进转换。AI和自动化还可以理解客户的购买履历、搜索偏好及客户过去的业务经验，为员工提供他们谈话对象的更多的情况信息。有了这些信息，服务专业人员就可以为您的客户提供更好、更量身定制的咨询结果。   **保****证的可靠性**** **   利用AI的客户服务技术开创了人类无法匹敌的可靠性水平。聊天机器人不具备人类可以拥有的从属关系或偏见。而且聊天机器人不会迟到，也不会对客户发脾气或开不恰当的玩笑。   如果他们没有提供足够的服务，会将这种情况上报给人力资源经理。所有这些都改善了客户服务的交互，这是引导重复交易的最佳方法之一。   当问题上报给咨询员时，他们能够立即处理过去的呼叫数据，在中断的地方接续作业。与需要自己反复的客户形成了鲜明的对比，不需要孤立的信息或单独的数据库。客户服务代表与虚拟助手一起可以提供一致、可靠和友好的服务。   ![Source - Artificial solutions](https://blog.stevieawards.com/hs-fs/hubfs/Source%20-%20Artificial%20solutions.jpg?width=586&name=Source%20-%20Artificial%20solutions.jpg)Source:[ Artificial solutions](https://www.artificial-solutions.com/blog/ai-chatbots-finance-customer-service)   **快速****扩展的能力**   借助AI技术，即使资源有限（例如在[大流行期间](https://www.vault.com/blogs/coronavirus/how-to-increase-job-opportunities-and-network-remotely)），企业也可以轻松快捷地扩展或缩减客户服务。在发布新产品或服务后，企业可以发布常见问题解答或[基于视频的解决方案](http://www.cincopa.com/?utm_source=online-pages&utm_campaign=3rd-referral-ringcentral&utm_medium=pot-trust&utm_content=word)，这些解决方案可以处理无数客户的问题而无需人工干预。   聊天机器人即使在高峰期也可以轻松响应客户的询问，并从每次交互中学习和发展。企业可以不受限制地进入新市场，也无需雇用和培训大量在这个新市场中构思语言的员工。无论职员身在何处或[在哪里工作](https://www.davincivirtual.com/blog/4723/tips-to-improve-communication-within-your-remote-team)，企业都可以[保持](https://marketscale.com/industries/business-services/establish-connected-workforce/)[与](https://marketscale.com/industries/business-services/establish-connected-workforce/)[员工的联系](https://marketscale.com/industries/business-services/establish-connected-workforce/)。   AI不是为了取代人类，而是为了[支持](https://blog.stevieawards.com/blog/ai-needs-human-expertise?hsLang=en-us)[他们](https://blog.stevieawards.com/blog/ai-needs-human-expertise?hsLang=en-us)。它可以编译大量数据，并以易于阅读和操作的格式呈现数据，最终追求客户利益。它使工作变得更智能、更轻松，并且已经永久改变了客户服务。   **Allen****是全球****UCaaS****和****VoIP****提供商****RingCentral****的董事兼全球****SEO****。他在数字营销程序的构建和优化方面拥有超过****14****年的经验和广泛的背景。他曾为****MarketScale****和****E-Spirit****等网站撰写过文章。**   **RingCentral****在****2020[亚洲](https://asia.stevieawards.com/home)[-](https://asia.stevieawards.com/home)[太平洋史](https://asia.stevieawards.com/home)[蒂夫奖](https://asia.stevieawards.com/home)****中****获得人力资源管理****、企****划和实践创新金奖****。** Topics: [business awards](https://blog.stevieawards.com/blog/topic/business-awards), [亚太史蒂夫奖](https://blog.stevieawards.com/blog/topic/亚太史蒂夫奖), [Asia-Pacific Stevie Awards](https://blog.stevieawards.com/blog/topic/asia-pacific-stevie-awards), [亚洲-太平洋史蒂夫奖](https://blog.stevieawards.com/blog/topic/亚洲-太平洋史蒂夫奖) ### Request an entry kit for one or more of the stevie awards programs [Remove my information](https://blog.stevieawards.com/blog/%E4%B8%BA%E4%BB%80%E4%B9%88%E4%BC%81%E4%B8%9A%E5%BA%94%E8%AF%A5%E6%8A%95%E8%B5%84%E8%87%AA%E5%8A%A8%E5%AE%A2%E6%88%B7%E6%9C%8D%E5%8A%A1#) Entry kit will be sent to you by email. 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