Ever since AI has entered in the world of customer services, people are continuously talking about AI Agents vs Traditional Customer Support. The advent of AI has changed the way businesses used to interact with customers. With Salesforce implementation services for AI Agents things get more interesting.
In one of its reports Zendesk has revealed that AI is getting mission critical. 59% of businesses believe that within next two years, customer service interaction gets fundamentally evolved.
In this blog we will discuss the role of AI-powered chatbots, will compare it with traditional customer services, and try to figure out the best possible solution for your business.
AI Agents Vs. Traditional Customer Support – Understand the Challenging Dynamics
Traditionally, catering to customer queries was typically handled with manual intervention. Customer services agents used to handle queries on live chat, phone calls, and emails. Though it’s one of the most personalized ways to stay connected with customers, it has a few drawbacks when it comes to success factors such as availability, costs, and on-time result delivery.
Let’s understand the limitations businesses face with traditional customer support –
- With traditional chatbots, customer service teams often get restricted because of limited availability. This is because of regulated working hours and limited human capacity.
- A manual customer service team requires a hiring process and training time & cost to keep them updated as per business requirements. This will lead to high operational costs.
- Business expansion means a large level of customer service and when you have a global audience, it would be challenging to handle them from different languages, time zones, and availability. Hiring a separate customer team for a separate time zone is an expensive affair.
- Manual service agents are not always available; this hampers the service quality and customer experience. With limited time and limited human capabilities, achieving consistent service quality is a big challenge.
- When a service request is catered to by a human agent, chances are that a query gets attended to only when an agent is available. It leads to a delay in response time. It affects customer experience at scale.
Traditional Customer Support Vs AI Agents – The Rise of AI in the CRM World
Businesses across the world are using chatbots. The AI-powered chatbots are making noise in the customer service industry. According to a report by DevRev, the global market of chatbots will surpass $1.34 billion by the end of 2025.
AI Agents bring the power of automation to the customer service process. It helps businesses streamline the entire workflow and take care of various customer service tasks with the utmost proficiency.
Here are a few pointers that would tell that when it comes to AI Agents vs Traditional Customer Support, why AI Agents are special and how you can leverage it through Agentforce Salesforce implementation services –
- An AI Agent is capable of handling multiple complex tasks simultaneously.
- Unlike traditional chatbots, AI Agent works on Natural Language Processing to enable faster and smarter decision-making.
- AI Agents need minimal human intervention and cater to customer queries autonomously.
- The AI-powered agent helps the sales team qualify sales prospects and optimize market efforts.
- Businesses can rest assured of error-free customer services at scale.
Salesforce Agentforce AI Agents vs Traditional Customer Support – Key Comparison
In the traditional way of customer support services, there’s a high dependency on manual intervention. With Salesforce AI Agents, businesses can better understand customers’ sentiments and cater to their specific needs in a stipulated time frame. 70% of businesses believe that AI Agents have helped them reduce operations costs and 44% of businesses say AI has helped them elevate customer support more effectively.
Why Businesses are Diverging to AI Agents – Top 5 Reasons You Should Know
AI Customer Support
- Businesses with AI-powered customer support deliver the best customer experience anywhere and anytime.
- AI Agents work across channels & cater to customers 360-degree.
- Autonomous agents understand complex contexts and handle queries without human intervention.
Easy to Use
- It is a simple-to-deploy tool that does not require coding.
- AI Agents are easy to configure. All you need is an Agentforce implementation partner.
- Compatible with myriad business models, AI Agents meet business goals effectively.
- It works on NLP and communicates with customers in natural language.
Scalable at Par
- Agentforce supports high-end customization that aligns with business goals.
- You can build a custom AI Agent as per business need, just take the help of a Salesforce implementation partner.
Workflow Automation
- Integration with Mulesoft empowers AI to facilitate superlative customer support services.
- The expanded functionality empowers service workflow and teams.
- Get faster results without compromising stability.
Industry-Specific Uses
- In healthcare, it helps patients with appointment scheduling, receiving check-up reminders, and getting on-the-spot health queries.
- Helps the finance industry in identifying fraud and facilitates risk management.
- AI Agents-enabled customer support helps in qualifying leads based on recent conversation analysis.
Get Empowered Customer Support with FEXLE’s Salesforce Implementation Services
Businesses are evolving dynamically and using AI in customer support has become the need of the hour. AI Agents in customer support improve customer interaction, automate tasks, and bring the next level of automation.
In the tug of Agentforce AI Agents Vs Traditional Customer Support, we believe we have chosen our winner. But how to fully leverage this winning model? That’s where enter FEXLE Services. It is a Salesforce implementation partner with a strong hold in Agentforce implementation and consulting services.
Connect with our certified AI experts and take your customer support process above & beyond.
