5. Obtain your main customer pain points
Many automation providers offer tools to discover your most popular customer intents. Testing them on your unique support data is a win-win for you: If you already have an idea of your top intents and their tool confirms that result, you know the AI is good. If you end up finding additional intents, then you have an even more precise idea of what to automate first.
Want to find your most common customer intents and discover your automation potential? Get your free, customized report from the CS Automation Explorer.
6. Prep for launch success
Most automation providers will help you go live within 2-4 weeks, depending on the channels you’d like to automate first. (Generally, ticket automation can go live a little more quickly than chat automation.) Before your official launch, it’s time to put your new virtual agent to the test and throw everything at it! For example, at Ultimate, we usually guide customers through a ‘break-the-bot’ session to test their AI’s performance and improve chat conversation flows.
7. Achieve long-term success
Now’s the time to monitor and iterate, and assess your performance against your KPIs. You’ll want to raise your automation rate further by training your AI and expanding the number of automated intents. Then, it’s time to think about a long-term growth strategy with added KPIs around 24/7 support, additional languages, or channels.
Learn how to get started with support automation from TransferGo's CCO
So the steps to getting started sound simple enough in theory, but what about in practice? We sat down with Povilas Čiuplys, Chief Customer Officer of TransferGo to chat about:
- What pain points led TransferGo to consider automation
- What the onboarding and launch processes were like
- What results they saw immediately after launch as well as further down the line
Watch the free on-demand event and hear what the getting started process was like from someone who’s gone through it.