Most customer interactions will be automated by 2020

Sabu Samarnath
Sabu Samarnath
1 min read

Rainbird is reducing costs by helping organisations be more efficient, but that’s not the whole story. Businesses are also delivering an improved customer experience that is high-quality, fast and consistent.
Customers already expect self-service, anywhere and anytime with the option for assisted service if necessary. But it’s not just organisations that want high-quality automated services, it’s customers. The move towards automated self-service is accelerating so quickly that Gartner predict that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.

In a recent Forrester report, consumers cited their greatest customer service complaints as:

  • different customer service agents giving different answers (41%)
  • customer service agents not knowing the answer (34%)

Rainbird is used to create much more powerful troubleshooting tools.

When the human brain solves problems, we join-the-dots in an intelligent way, using the data we have and the prior information we believe to be true (with varying levels of certainty). Rainbird works the same way and is capable of navigating a knowledge structure modelled by the expert themselves. It will draw it’s own inferences, asking the most efficient questions possible to solve a problem, even answering questions not originally conceived by the author.

Rainbird extends the deep and broad expertise of experienced staff to the entire team and facilitates the creation of more flexible and powerful decision support tools for contact agents, as well as the rapid publishing of self-service tools for customers.

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