Enhancing AI Customer Support with Effective Messaging

Created time

Nov 9, 2024 07:22 PM

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Mike Heap

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Nov 9, 2024

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enhancing-ai-customer-support-with-effective-messaging

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AI customer support gets a bad rep

1. People view AI as a 'low value' or inferior version of human support
• Focus the value around speed, convenience and availability
• e.g. "Our support is 'always on'"

2. People don't like feeling like they are 'losing' something
• Frame the AI as an enhancement not a replacement
• e.g. "Get your simple questions handled by AI, our human experts are here for everything else"

3. People like novelty and uncertainty (but only when it results in rewards)
• Try offering a reward for interaction
• e.g. "All customers trying out our AI agent get entered into a prize draw"

4. People copy what others are doing and like to follow the herd
• Make using AI support seem like the 'normal' or popular thing to do
• e.g. "10,000 satisfied customers used our AI support last month" or "68% of our customers get their answer from our AI agent"

5. People desire things that convey status or sophistication
• Ensure you frame the AI agent as cutting-edge tech for superior support
• e.g. "Experience our concierge AI, previously only for premium users, now available to all"

6. People feel bad for human agents whose jobs they feel like AI displaces
• Get quotes from your human agents who feel empowered by AI
• e.g. "Now I get to spend more time talking with customers"

7. Add perceived complexity to make something feel more powerful
• Tell users what went into making the AI agent
• e.g. "Our AI agent has been trained on 1,000 help articles, combined with our expert human team's knowledge"

8. People don't like spending time waiting for things
• Show them how AI can help them stop waiting
• e.g. "Tired of waiting? Our AI resolves 68% of queries in less than 10 seconds"

9. Letting customers know there is always a human to support
• Employing a hybrid approach where the AI agent solves the easier queries
• e.g. "Let our AI agent assist with quick questions, if you need more help you can always talk with a person"