Say Goodbye to Wait Times With Callchimp.ai's AI Customer Care Solutions

According to a recent report by ServiceNow Customer Experience,
“Indian Consumers Spent 15 Billion Hours Waiting To Make Customer Service Complaint In 2024”.

This report not only highlights the dire condition of customer care support services in Indian businesses, but also proposes a solution to address this issue: an Artificial Intelligence (AI)-based customer care and AI voice-calling support system. Following is the link to the report- https://www.ndtvprofit.com/amp/nation/biz-servicenow-report

Wait-Time : A Problem Needing Resolution

There is a very famous saying that applies quite well to our daily lives: ‘a stitch in time saves nine’. Successful businesses are those that always keep abreast of the times and constantly update their policies, products, and services based on changing trends. One of the most common problems of running a business is that customers have too many enquiries and complaints. Enquiries and complaints are a part and parcel of every successfully running business. Therefore, these must be resolved on an urgent basis. However, very few businesses are able to do it successfully. This task becomes even more challenging for start-ups and smaller businesses, owing mainly to monetary and human-resource constraints.

Just as time and tide wait for none, the same is true for consumers. Consumers can’t wait to allow businesses time for resolutions. Therefore, it becomes highly desirable and most important that businesses work toward removing these ‘wait -times’. Or else, risk losing customers.

The AI Calling to the Rescue

Artificial Intelligence(AI) is not just some latest fad in the town, it’s an era in making. Thanks to the AI, the human race is on the cusp of a whole new technological revolution. It’s surely going to change human civilisation on a much larger scale than the industrial revolution did in the previous century. What’s more important to know is that the scope of usage of the AI is unlimited.

Today, the AI has been integrated into the Customer Relationship Management(CRM) systems of around 65% of businesses globally. According to recent surveys, around 70% of businesses globally have already deployed contact centres which are managed by the AI, with a good positive impact. So, it is just a matter of time before the AI takes over the entire operations of contact centres, except in cases where human involvement is an absolute must.

How AI Calling Reduces Wait-time

AI calling greatly reduces wait-time during customer care resolutions owing to the following characteristics that it possesses.

1. Intelligent Call Routing:

   The AI can analyse each and every call made to it on the fly, and route the call to respective departments and even human agents as per its analysis of the call. This ensures efficient and responsive customer care resolutions with minimum human intervention requirements. AI-based contact centres can also work in collaboration with human agents. The AI can transfer the calls to the human agents based on predefined scenarios where human-agents need to take over the calls from the AI-agent.

2. Predictive and Proactive Calling:

   The AI can monitor calling requirements in different use-cases and do the calling on a proactive basis. For example, the AI can call a customer informing him/her of delay in delivery of a product that they have ordered. This type of proactive calling ensures better customer satisfaction than the case where a frustrated customer calls the customer care service venting his/her ire for delay in delivery of the product.

3. Scalable and Parallel Calling:

   One of the most important advantages of using AI based calling solutions is that the businesses can place or pick-up hundreds, or even thousands of calls simultaneously. Thus, reducing wait-time for its customers to a great extent and that too, at a much cheaper rate than the human-based calling solutions.

4. Efficient Tier- 1 Call Handling:

   Most of the customer care support caters to Tier-1 calls. Tier -1 calls involve such types of calls which are quite common, simpler and non-critical. The AI is best -suited for such calls as it can handle a large volume of calls in parallel. Thus, the role of human calling agents can be limited to taking over critical and complex calls that are transferred by the AI Agent to the human supervisors.

5. Round the Clock Availability:

   Unlike human calling agents the AI Agents are available to pick up and dial calls round the clock.

6. Smart Prioritisation: The AI can analyse each and every call on the fly. This helps prioritise those calls which are critical, have more user value, or have more complex issues than normal calls. Thus, helping cater to important calls without any wait-time.

Some Snippets of AI Calling Helping Remove Wait-Time

Case 1: AI Agent as a Customer Care Executive.

a. English language calling.

b. Hindi Language Calling.

Case 2: AI Agent as a Help-Desk Executive/Receptionist

a. English Language

b. Hindi Language

c. Arabic Language

Conclusion: AI Calling Eradicates Wait-Time

Change is the law of nature, and what better time to embrace it than now, when Artificial Intelligence (AI) is available to assist with almost all kinds of customer care support services?

So, let’s get rid of niggling wait times with Callchimp.ai’s AI Calling Solutions, one of India’s leading AI Calling Solutions providers. For more information and product demo kindly visit us at Callchimp.ai or mail us at hello@callchimp.ai.