How manufacturers can reduce service costs with AI and automation
Posted: Sun Dec 22, 2024 10:35 am
See how leading manufacturers are using AI to stay ahead of the competition.
It’s fair to say that the manufacturing industry is on the fast track to digital transformation. The pandemic exposed the fragility of our global supply chains, leading to shortages on shelves and excess stock in warehouses. Meanwhile, as the pandemic subsides, inflation is driving up the cost of goods and logistics, putting a strain on businesses still recovering from the aftermath of the past few years. It’s no surprise that manufacturers are looking for ways to cut costs while maintaining quality.
Artificial intelligence (AI) can unlock savings and create better CX. Four ways manufacturers are using AI in customer service and seeing great results.
1. Implementation of smart bots
AI bots can help customers taiwan email list quickly, 24/7, by answering low-value questions (such as where an order is and when it is expected to arrive) or showing relevant documentation about the product the customer has questions about. Bots are also capable of gathering customer information if needed, for agent escalation.
According to Zendesk’s Customer Experience Trends Report , 60 percent of manufacturers say intelligent bots help reduce the number of customer interactions they have by deflecting simple questions. What’s more, 66 percent agree that AI and bots have led to huge cost savings over the past year.
Impossible Foods is a manufacturer best known for its Impossible Burger. The company used AI-powered bots to quickly scale support when a new partnership with Burger King introduced the Impossible Whopper and sparked a flood of new customer communications.
"We needed to take a step back and figure out how we could scale our team," said Gabrielle McCobin, senior manager of customer advocacy at Impossible Foods.
After launching Burger King, Impossible Foods focused heavily on ticket deflection initiatives and introduced Zendesk bots. The results? 50 percent of ticket volume was deflected through the help center, ticket forms, and bots.
2. Remote troubleshooting
When something goes wrong, customers want someone to help them solve the problem. In the past, this inevitably meant sending a technician to fix the problem on-site. But now, AI can often fix problems without human intervention. When data, systems, and corrective actions are documented and connected, machine learning can offer quick solutions to common problems.
Customers are hungry for this kind of intelligent service. Zendesk research shows that 69 percent of customers think service agents should have the ability to help resolve issues remotely, and 61 percent of manufacturing leaders say the number of on-site repair visits has decreased as a result of virtual tools.
It’s fair to say that the manufacturing industry is on the fast track to digital transformation. The pandemic exposed the fragility of our global supply chains, leading to shortages on shelves and excess stock in warehouses. Meanwhile, as the pandemic subsides, inflation is driving up the cost of goods and logistics, putting a strain on businesses still recovering from the aftermath of the past few years. It’s no surprise that manufacturers are looking for ways to cut costs while maintaining quality.
Artificial intelligence (AI) can unlock savings and create better CX. Four ways manufacturers are using AI in customer service and seeing great results.
1. Implementation of smart bots
AI bots can help customers taiwan email list quickly, 24/7, by answering low-value questions (such as where an order is and when it is expected to arrive) or showing relevant documentation about the product the customer has questions about. Bots are also capable of gathering customer information if needed, for agent escalation.
According to Zendesk’s Customer Experience Trends Report , 60 percent of manufacturers say intelligent bots help reduce the number of customer interactions they have by deflecting simple questions. What’s more, 66 percent agree that AI and bots have led to huge cost savings over the past year.
Impossible Foods is a manufacturer best known for its Impossible Burger. The company used AI-powered bots to quickly scale support when a new partnership with Burger King introduced the Impossible Whopper and sparked a flood of new customer communications.
"We needed to take a step back and figure out how we could scale our team," said Gabrielle McCobin, senior manager of customer advocacy at Impossible Foods.
After launching Burger King, Impossible Foods focused heavily on ticket deflection initiatives and introduced Zendesk bots. The results? 50 percent of ticket volume was deflected through the help center, ticket forms, and bots.
2. Remote troubleshooting
When something goes wrong, customers want someone to help them solve the problem. In the past, this inevitably meant sending a technician to fix the problem on-site. But now, AI can often fix problems without human intervention. When data, systems, and corrective actions are documented and connected, machine learning can offer quick solutions to common problems.
Customers are hungry for this kind of intelligent service. Zendesk research shows that 69 percent of customers think service agents should have the ability to help resolve issues remotely, and 61 percent of manufacturing leaders say the number of on-site repair visits has decreased as a result of virtual tools.