AI Integrated Customer Support Workflow for Enhanced Resolution

AI-Powered Customer Support and Inquiry Resolution

1. Customer Inquiry Initiation

1.1 Channels of Communication

• Website Chatbot
• Email Support
• Mobile App Interface
• Social Media Platforms

1.2 AI Tools Utilized

• ChatGPT for conversational support
• Zendesk AI for email categorization
• Intercom for real-time messaging

2. Inquiry Classification

2.1 Automatic Categorization

AI algorithms analyze the incoming inquiries to classify them based on predefined categories such as:

• Account Management
• Loan Inquiries
• Transaction Issues
• General Queries

2.2 Tools for Classification

• IBM Watson Natural Language Processing
• Google Cloud AI for text analysis

3. Response Generation

3.1 Automated Responses

Utilize AI to generate immediate responses based on the inquiry type.

• Predefined FAQ responses for common inquiries
• Dynamic response generation for complex queries

3.2 Tools for Response Generation

• OpenAI’s GPT-3 for generating text responses
• Rasa for building contextual assistants

4. Escalation Process

4.1 Identifying Escalation Triggers

AI monitors interactions to identify when an inquiry needs to be escalated to a human agent, based on:

• Customer frustration indicators
• Complexity of the inquiry

4.2 Tools for Escalation Management

• Zendesk for ticketing and agent assignment
• Freshdesk for managing escalated inquiries

5. Resolution and Feedback

5.1 Inquiry Resolution

AI assists in providing resolution options and follows up with customers to ensure satisfaction.

5.2 Feedback Collection

AI-driven surveys are sent to customers post-resolution to gather feedback on their experience.

5.3 Tools for Feedback Analysis

• SurveyMonkey for automated feedback collection
• Tableau for data visualization of customer feedback trends

6. Continuous Improvement

6.1 Data Analysis

AI analyzes data from customer interactions to identify trends and areas for improvement.

6.2 Tools for Continuous Improvement

• Google Analytics for tracking customer behavior
• Power BI for generating actionable insights

6.3 Implementation of Improvements

Regular updates to AI models and training data based on feedback and analysis outcomes.