AI Integrated Video Customer Support Triage Workflow Guide

AI-Powered Video Customer Support Triage

1. Customer Inquiry Submission

1.1. Channel Identification

Customers submit inquiries through various channels, including:

• Website chatbots
• Email support
• Mobile applications
• Social media platforms

1.2. Data Capture

Utilize AI-driven tools such as Zendesk and Intercom to capture customer data and inquiry details.

2. AI-Driven Triage Process

2.1. Natural Language Processing (NLP)

Implement NLP algorithms using tools like Google Cloud Natural Language API to analyze the content of customer inquiries.

2.2. Inquiry Categorization

AI categorizes inquiries into predefined categories, such as:

• Account issues
• Transaction inquiries
• Product information

Utilize IBM Watson for effective categorization based on historical data.

3. Automated Video Response Generation

3.1. Video Content Creation

Leverage AI video tools such as Lumen5 or Wibbitz to create personalized video responses based on the inquiry category.

3.2. Dynamic Video Personalization

Utilize customer data to personalize video content, ensuring relevance to the specific inquiry.

4. Video Delivery to Customer

4.1. Multi-Channel Distribution

Distribute the generated video responses through preferred customer channels, ensuring accessibility and convenience.

4.2. Feedback Collection

Incorporate feedback mechanisms within the video delivery, prompting customers to rate the effectiveness of the response.

5. Continuous Improvement

5.1. Data Analysis

Analyze customer feedback and inquiry trends using tools like Tableau or Google Analytics to identify areas for improvement.

5.2. AI Model Refinement

Continuously refine AI algorithms based on new data and feedback to enhance the accuracy of inquiry categorization and response generation.

6. Reporting and Insights

6.1. Performance Metrics

Generate reports on key performance indicators (KPIs) such as response time, customer satisfaction scores, and resolution rates.

6.2. Stakeholder Communication

Present insights to stakeholders to inform strategic decisions and optimize customer support processes.