Customer service automation software is designed to provide AI-driven customer support capabilities to customer service teams to assist with low-level standard work. Low-level tasks like ticket resolutions for password resets, refunds, and technical issues are resolved entirely without human intervention. This capability dramatically increases operational resilience to high-traffic situations since such circumstances will have many duplicate support requests. It also allows customer service agents to improve and leverage their subject matter expertise to resolve more complex requests that can require in-depth policy knowledge and cross-team collaboration skills.
These products are powered by the same technology behind intelligent virtual assistants and support help desk services through self-learning chatbots, intelligent routing to agents, troubleshooting guidance, and automating ticket resolutions. They have the ability to become smarter and improve their responses over time as they interact with customers. Integrations with knowledge base software, multilingual customer support software, CRM software, and help desk software is common to maximize access to training opportunities and other training data.
To qualify for inclusion in the Customer Service Automation category, a product must:
Be purposed for application in the help desk and customer service environment
Use conversational AI and natural language understanding (NLU) technology to process chat and ticket automation
Provide intelligent case routing to a human agent
Be adaptive and self-improving to continuously meet changing customer needs
Integrate with existing knowledge bases, help desk, and CRM platforms
