Research On Customer Satisfaction Improvement Through Implementation Of Artificial Intelligence In Customer Service Center Of Company A

Customer Service Call Center works as one important communication bridge between company and customers.While the traditional service of Phone,Chat and Email channels have pros and cons.There are some known service issues which negatively impact customer satisfaction,such as inaccuracy on service provided and long-waiting time from customers' perspective.With the development of technology,and to achieve service standardization and efficiency for customer satisfaction,some Call Centers are seeking new service mode.Based on the theory of Customer Satisfaction and its analysis models,and with issues found and root causes analysis,we have outlined the improvement areas required in the call center of Company A.And it has come to our acknowledgment that Artificial Intelligence for Customer Service(AICS)could be one solution to improve customer satisfaction.And we have illustrated the process and structure of AICS to achieve key benefits of this service mode.This paper has also discussed the governance mechanism regarding human resources,technology and company culture on AICS deployment.Through resource optimization such as Customer Engagement Technology(CET),we have planned and step-by-step launched AICS in call center of Company A,and AICS has proved to enable more consistent,accurate,efficient and customer-satisfied service.The AICS for customer engagement enables more consistent service to be provided to our customers,and it satisfies customers' needs on speed of response and service efficiency.Through resource optimization,it empowers the AICS service to be beyond customer expectation,thus to achieve customer satisfaction.This paper has practical values regarding AICS deployment plan and its operation in Company A,and the service bench-marking among companies will bring positive competition and offer more satisfactory service to customers.