Keywords Studios’ customer support platform, Helpshift, the established leader for AI-driven, consumer-first support for modern brands, has released new AI-powered capabilities. These new AI capabilities help brands improve the customer experience by better understanding customer sentiment and intent, offering generative AI for self-help, and enabling global support with language translation.
Since 2017, Helpshift has been at the forefront of integrating AI into customer service, consistently innovating and refining its technologies to stay ahead of the curve.
AI, automation, and chatbots for customer support are already seeing broad adoption and generating significant business value. According to the 2023 Digital Support Benchmark Report, consumer-facing mobile-first tech industries like entertainment, fintech, and gaming already see automation rates of 82-94% for resolved issues.
Helpshift’s new AI capabilities include:
- AI-Powered Answers: Powered by ChatGPT, this new feature offers consumers immediate solutions by analyzing their queries and then swiftly finding and summarizing the most relevant FAQ directly within the chat. This capability ensures quick, relevant, and easily understandable responses for an enhanced support experience.
- Smart Intents: This AI-driven intent classification feature helps brands understand the most common reasons consumers are contacting support more quickly. It then embarks consumers on a logical support journey with tailored workflows to help resolve their issues.
- Language AI for Multilingual Support: Now seamlessly integrated into the Helpshift platform, Keywords Studios’ advanced machine translation technology, Language AI, empowers customer support agents to effortlessly and accurately communicate with consumers in their native language. Early adopters of Language AI have achieved a remarkable 30% reduction in non-English support costs, coupled with an approximate 10% increase in Customer Satisfaction (CSAT). With simple, one-click translations, this feature enables global customer support and expands the team’s capabilities, transcending language barriers without any new integrations.
- SmartFAQs: SmartFAQs help customers get help faster by starting contextual chats directly from an FAQ. The SmartFAQs include a built-in form experience so brands can start to directly capture the required information needed to solve the customer’s problem effectively.
- AI Sentiment Analysis: Empowered by Natural Language Processing (NLP) techniques, this AI capability discerns the emotions in customer conversations, categorizing them as positive, negative, or neutral. It not only evaluates individual messages but also tracks changes in customer emotions over time. This helps prioritize urgent tickets and deepens agents’ grasp of customer sentiments, empowering them to deliver highly customized responses that enhance the overall customer service experience.
Unlike many other AI tools, Helpshift’s new AI capabilities are systematically built into the customer support journey and seamlessly embedded in the brand’s app, game, or website, with no new integrations required. AI works best when it has context. The AI gets fed real context and relevant customer information to quickly recognize situations, assess customer needs, and solve problems more efficiently while reducing customer frustration and keeping customers engaged.
“There’s a barrage of AI solutions for customer support popping up on the market, but many of these other AI tools are standalone apps or add-ons, with companies trying to force AI into situations where it doesn’t add value,” said Eric Vermillion, CEO of Helpshift. “Helpshift is not new to AI and automation. With the power of our parent company Keywords Studios’ proprietary Language AI platform, we are building upon Helpshift’s foundation of automated customer support.”
Helpshift’s new AI customer support capabilities are not merely an attempt to deflect tickets using generative AI. They are opening new opportunities for CX teams to add value for businesses. By bringing higher levels of emotional intelligence and frictionless multilingual understanding to everyday customer service interactions, brands can free up their customer support agents to build stronger customer relationships.
“Better AI for customer support is not going to replace humans, it’s going to help human customer support agents do their jobs even better and unlock value for their companies,” Vermillion said. “In fact, our 2023 Digital Support Benchmark Report found that the highest CSAT rates across verticals came from issues getting resolved with human agents and AI bots working together. People want that human element for higher-value support, and it can help brands improve customer retention and ROI.”
For more such updates, follow us on Google News Martech News