Mike Heap
Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
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Nov 9, 2024 07:31 PM
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Nov 9, 2024
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boost-customer-confidence-in-ai-support-agents
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Building customer confidence in your AI agent won't happen overnight
But if you don't work at it, customers won't even attempt to use it before asking to "talk to a person", here are a few things that might help:
- Display human v AI wait times
- When they request to talk to a person display current wait times before they make the handover e.g. "the current wait time is 15 mins for an agent, do you want to continue?" It then at least shows the trade-off making them (marginally) more likely to pursue self-serve
- Give AI responses while they wait
- When they request a human handover, consider still allowing them to get AI responses while they wait and having the AI continue to try and troubleshoot. This will build trust over time and may solve the issue before they speak to someone
- Show them it works!
- Displaying somewhere the % of conversations the AI is able to resolve with a message like: "56% of our customer's questions are resolved by our AI" A bit of a social proof trick here to show the majority of users are doing it and it's working
- Ensure your bot gives direct answers
- Prompting the bot to give more direct answers (with the customer being told what to do rather than how to do it) may also help give more actionable responses.
Any other ideas on how you can build customer's confidence in AI support agents?#customersupport#customersuccess #customerservice #csleaders #aiincustomersupport #aisupport