AI is transforming customer service, making it more convenient and personal by automating high-quality resolutions on consumers’ terms and empowering human agents to work smarter. The use cases for automated customer service seem endless, so we’ve pulled together the best opportunities for leveraging the power of artificial intelligence in customer service that we see today. How are our customers using automated support to rethink retail customer service?

Secure messaging apps have always been highly valued among their consumers – but the security ladder keeps going higher and higher. The technology is advancing at a high speed, and organizations are trying to ensure the strictest security standards for messaging apps their employees use. Namely, ever since the abrupt switch to a remote work environment in 2020, companies are seeing a rise in cybersecurity breaches.

At a time when many businesses have moved online, building strong and trusting relationships has never been more important. Customers don’t just want to be sold to; they want to be valued. This is where the power of relationship marketing comes in.

If you’ve ever found a solution online to an obscure tech problem you’ve had, then it’s very likely that you’ve interacted with an online community forum. Community forums allow people to connect and discuss shared interests. Especially now, where many people’s days are spent online, community forums represent a space of connection for many.

In fact, according to Gartner, by 2022 70% of all customer interactions will involve emerging tools like chatbots, machine learning, and mobile messaging, up from 15% from 2018. Customer service automation has proven to reduce agent frustration and turnover, increase customer satisfaction and improve customer loyalty. Automation does not come without any challenges, however.

In December 2020, we blogged about security issues in Go’s encoding/xml with critical impact on several Go-based SAML implementations. Coordinating the disclosure around those issues was no small feat; we spent months emailing the Go security team, reviewing code, testing and retesting exploits, coming up with workarounds, implementing a validation library, and finally reaching out to SAML library maintainers and 20 different companies downstream.

It’s easy to say that remote work is a piece of cake. After all, who doesn’t want to have the flexibility that comes with working from home? This is how most people who’ve never tried remote work think about it. In reality, remote work comes with its challenges. As a person, who’s been working from home most of my life, I had to overcome them as well. Although, it was less stressful since I wasn’t forced to work remotely by the global pandemic.

Employee wellness and the employee experience have quickly become a major focus for many organizations since the onset of the pandemic. In a 2020 survey by Spring Health, 76% of U.S. employees reported that they were experiencing burnout. With such a dramatic majority of employees suffering from symptoms of burnout, encouraging a healthy work-life balance and making efforts to reduce employee burnout should be a top concern for companies.

Customer support staffing is like a never-ending game of Jenga. If you’ve got a team of customer support reps who are all aligned on how best to help your customers and have experience doing just that, you’ve got an excellent foundation for resolving customer queries. But if you take out just a few of those reps – if they leave, get promoted, or are out sick for an extended period – then your support provision suddenly looks much less stable.

Now you can get OneDesk to automatically create an item for you as a result of an automation.