Learn how hybrid AI systems are providing low cost help desk support systems

What are hybrid AI agents ?

Be it e-commerce, real estate or even the education sector, almost all industries are going remote as an effect of the pandemic. Just like the way the mode of these industries has changed even customer service has taken a toll and is constantly trying to adapt to the new normal. Though a very few businesses have adapted to the new phase of help desk management not all have the resources or the right tools to adapt to this ever changing customer service needs.

Hybrid AI agents are one of the best customer service tools that combine an AI Chatbot and a Live chat agent to produce a hybrid AI system. A hybrid AI model makes use of machine learning abilities and the personal touch of a human agent when required to cater to customer care needs. These Hybrid AI systems also make use of natural language processing (NLP) to provide users with a more personalized and human-like experience. They help businesses not only by reducing help desk management costs but also by increasing customer satisfaction rates.

Why are hybrid AI agents so popular?

• They are easy to use and convenient

These hybrid agents are extremely easy to use and they take up very little space. They have a very user friendly interface that helps customers solve their problems in a quick and efficient manner. They make use of their natural language processing capabilities and serve customers in a human-like manner. These hybrid AI systems also have contextual understanding abilities. They are able to analyse customer needs or queries and are able to provide a contextual response that solves their issues. This not only makes it easy but also makes it more convenient for customers to use.

• They help increase customer retention

Businesses are able to retain customers when they increase customer satisfaction levels. With hybrid AI models being used for help desk support the customers tend to be more satisfied as due to reasons like tickets being solved faster and the round the clock availability of customer care services. This not only creates a satisfied customer base but also builds a positive brand image for the company that helps them retain more customers.

• They help reduce customer care costs

Did you know that according to a report by IBM bots can help businesses reduce up to 30% on their help desk support costs? Unlike traditional help desk management services hybrid intelligence is extremely cost effective and doesn't take extra infrastructural facilities (like call centres) etc. They also help collect user data and track for new leads. This helps businesses to acquire customers at low costs. These hybrid intelligence models take a one-time investment and also help businesses onboard more customers.

• They are much more efficient

These hybrid AI bots leave no room for error. They are able to handle a huge number of tickets raised by customers and are able to do it quicker. They make use of their machine learning abilities to understand new kinds of tickets raised or other inputs and use it whenever the same kind of situation arises. They are also able to give more human-like assistance to customers along with a hint of personalization based on their contextual understanding.

They increases agent’s productivity

They reduce the help desk agents work load by freeing up time for the agents that can be used elsewhere. These hybrid agents take care of all simple customer care requests and questions that don’t always require the help of a live agent. Unlike customer service agents they don’t get fatigued by the repetitive nature of questions or requests. Kapture’s hybrid AI agents help increase agent’s productivity along with increasing customer satisfaction levels. This also helps businesses decrease the overall manual workload in the company.

Businesses not only become more efficient with hybrid intelligence systems like Kapture chat but also increase profitability in the long run. To know more about how businesses increase profitability due to intelligent hybrid systems click here for a demo.