5 ways AI copilots can transform CX

 Have your ever faced a company that took forever to solve an issue you faced or worse, they never replied at all? Everybody hates dealing with such businesses. There are other times when the issues are solved partially with chatbots that offer half baked solutions. Customers today expect those fast responses with a touch of personalization as well. This is a tough balance to strike unless you have AI copilots on your side. 

 A positive customer experience can differentiate a brand from its competition. AI copilots should be intelligent and fast while also maintaining empathy and precision. AI is not made to replace people but to assist them and improve their work. A good AI copilot can assist humans by automating routine tasks for the AI to solve while leaving more complex issues for the agents to deal with. 

Using an AI copilot can lead to:

  • 30% reduction in call volume after using chatbots to automate routine issues. 

  • AI-powered tools can reduce customer service resolution times by 50%.

Here are some ways that an AI copilots transforms CX:

  1. Improving agent productivity and real-time assistance

AI copilots help agents during live interactions by showing them important details about the customer and their purchase history. This helps reduce time spent searching for data. The AI copilot can help suggest replies that are empathetic and align with the brand voice. 

AI copilots play a key role in:

  • Integrating the AI copilot within the CRM system. This allows the AI copilot to access past tickets, customer data, and older interactions within the existing knowledge base helping the copilots find data when it is needed.

  • This can offer empathetic suggestions that are in the right context and not autopilot responses. The agent always has the final say if they wish to accept, reject, or modify a suggestion. 


  1. Delivering personalized interaction at scale

Every customer's needs are different. They want to feel like their needs are met. While using AI to respond to messages, it is very important that the messages also remain personalized and empathetic while solving the core issue. AI copilots today deliver messages in a tone that is personalized, empathetic, and accurate. 

AI copilots play a key role in:

  • Suggests responses for agents after looking at the customer profile and understanding their sentiment and problem.

  • Standardize tone across platforms to suggest replies that align with the brand voice. 


  1. Use insights to reach out before a problem escalates

AI copilots can detect patterns, complaint topics, or sentiment shifts. This helps understand issues early and deal with them better. A good copilot should help lessen the load of any complaints coming in. If the response is good, a negative experience can also be turned into a positive one for the brand and customer. 

AI copilots play a key role in:

  • Learning from older tickets to identify real signs of dissatisfaction. 

  • Strong interactions between humans and AI help make messages more thoughtful and personalized. 


  1. Improve consistency and quality of responses

The Copilots should be able to draft responses that align with the brand voice. Inconsistent responses can damage trust. A good copilot helps keep communication professional and consistent. 

AI copilots play a key role in:

  • Using a Copilot helps flag risky phrasing when the agent types a message.

  • Creates replies that are apologetic and kind while also maintaining brand voice.


  1. Automate routine tasks to let humans work on more complex tasks

Copilots are brilliant at handling more repetitive tasks like categorizing tickets and routing to the right teams. This automation is valuable as it leads to customers reaching the right expert sooner. This leads to a more fruitful experience for everyone, as it helps solve issues quickly.

How do Copilots help? 

  • Automation helps reduce any manual data entry. 

  • Classify ticket types and route them to the best agents to deal with them. 


How to ideally implement AI copilots into CX

  1. Start small and then expand

Use the copilot on a single channel, like email or chat, with a few ticket types. Review the feedback once that is done, and then send it over for scaling. 

  1. Keep humans involved

The goal is to allow AI the freedom to perform tasks and lessen the load on human agents. It is valuable to keep humans in the loop, as they can override suggestions and understand the reasoning behind every recommendation. 

  1. Prioritize relevant data 

Ensure that all the data is accurate and current. This helps it integrate into the CRM systems and knowledge bases to form more accurate responses.

  1. Monitor for safety and bias

Constantly monitor the copilot's suggestion to understand if there is any biased or non-compliant language. 

  1. Measure business outcomes

The copilot should not just be efficient but should also improve sentiment and brand reputation, which leads to long-term brand success.

3 Platforms that use AI copilots to transform the CX experience

  1. Locobuzz

Locobuzz has powerful AI copilots that bring together insights, data, and automation through a unified platform. The copilots can make agents significantly more efficient and focus on tasks that deserve human intervention. 

Some of the Copilot integrations are: 

  • Response Genie™ - A powerful AI capability that generates responses that use existing knowledge bases to generate responses that are empathetically aligned with the brand guidelines. 

  • AgentIQ™ - It helps predict and monitor the agent's response quality and helps check if they have the correct brand voice, tone, and goals. AgentIQ™ predicts CSAT and informs if the answer written is good for the agent and brand or not. It turns good agents into great ones. 

 

  1. Sprinklr

Sprinklr’s AI copilot can work well across the CX suite. It can analyze data across forums, review sites, and social media. This helps recommend the best action and tone of voice for agents. An AI copilot can help with better sentiment correction and contextual response generation that helps improve tone. 

  • Provides predictive insights for faster decisions. 

  • Consistent engagement across platforms. 

  • Optimizes tone and sentiment in accordance with brand goals.


  1. Konnect Insights 

Konnect Insights can help a company with CRM functions, analytics, and social listening. The AI assistant looks at massive volumes of data and helps teams get an understanding of what customers feel and the reasons behind it. Agents can respond faster by using AI-suggested replies. 

  • Uses data to form better strategies. 

  • Improves response times.

  • Unified view of customer sentiment


Click here to get the link to get a more detailed view of the best AI platforms and how they compare against each other. 



Measuring the ROI of using an AI copilot to transform CX

It is important to track and measure the return on investment of using an AI copilot to help a business.

  • Get an estimate of the time saved per ticket because of faster context retrieval and suggested replies.

  • Multiply the time by ticket volume to calculate the hours saved.

  • Understand improvements that happen because of retention and conversion.

  • Helps with better agent morale, faster onboarding of new agents, and no communication or data-handling mistakes. 


Conclusion

No customer today wants to feel ignored especially when they reach out with concern. This is why CX has become a priority for all businesses. Using AI copilots helps bridge the gap between speed and empathy. The entire experience of solving problems can be made more human and it turns a negative experience into a memorable one that creates long term brand loyalty. By understanding customer mood, intent and history it helps form more thoughtful responses that solve the problem but also create a positive experience for the customer where they feel valued and heard.

FAQs 

  1. Do copilots handle data safely? 

Modern copilots are designed to comply with security protocols and help with data privacy. It adheres to global standards for data protection like GDPR and CCPA. 

  1. Do AI copilots understand customer tone and emotions?

Yes, advanced copilots have a deep understanding of tone, emotion, and intent. This can help recommend responses based on whether the customer is confused, happy, or frustrated. 

  1. Will AI copilots replace humans?

AI copilots are not made to replace humans but to improve the way that they work. It focuses on repetitive work and gives humans the chance to focus on more complex issues.

  1. How can AI Copilot benefit CX?

AI copilots improve agent productivity and help maintain consistent brand tone in communication. It also helps onboard new agents with real-time support and learning. 

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