Today’s customers demand a higher level of service than ever before. As businesses have adjusted their services, expectations have increased. For organisations, this represents a balance act: how can you improve customer service, increase productivity and efficiency, without adversely impacting workloads?

How AI helps you help your customers

Your employees’ time can often be spent on writing up reports and other manual tasks that add to the workload. This, in turn, impacts customer service, with your team spending more time on administrative tasks than delivering the personalised and efficient service your customers have come to expect.

In the case of Memo, assuming a Relationship Manager takes approximately four to five client meetings per week – and that each post-meeting write-up takes approximately 30-45 minutes – that equates to a months’ worth of time saved each year per Relationship Manager. Leveraging Microsoft Custom Speech technology, the app converts a client meeting summary, dictated by the user, into text and audio files, so it can be stored and posted to Microsoft Teams, and referenced later​. All tasks will be assigned to the right employee with the correct deadline. If the user indicates that a task is high priority, then the task is identified as such in Planner. Due to the sensitive nature of data, particularly in the financial sector, Memo includes a confidential mode. By activating this, any recorded meetings will be kept private, and not posted on Teams in the usual manner.

Making data-driven business decisions

Another core issue for business leaders is determining patterns and trends that inform your business decisions. Again, this has a major impact on the service you provide (and, by extension, the way customers and potential customers, perceive you).

That means, just in one specific sector, the app…

• Improves productivity
• Improves customer experience by enabling efficient and automated follow-ups
• Increases the quality of the data in reports
• Identifies sector trends

The future of customer service

As the app develops, historical notes, as well as external data sources, could be used to anticipate customer requirements and proactively engage users to make useful suggestions that delight customers. It also means customers won’t have to repeat the same information, over and over again, to different departments; the information is always at hand.

AI-driven technology makes it easier to visualise industry trends, enabling users to enter meetings equipped with the latest information impacting their customers.

So-called ‘team awareness’ is another factor. This allows AI to understand individual capacity and availability. If someone isn’t available on a particular day, an action will be assigned to someone else in the team. This eases the workload and service flow, ensuring organisations can deliver exceptional customer service, at all times.

Source: https://cloudblogs.microsoft.com/dynamics365

Global iTS a leader in business applications on Microsoft technology, driving digital transformation for enterprise clients including BFSI, Government, Energy & Utilities for two decades now. We enable next-generation digital services for our clients across multiple channels and delivering it on platform of customer choice. Headquartered in United Kingdom, we are present across GCC countries with a team of 200+ professionals. We have our core expertise in banking industry across corporate, retail, investment, and compliance. We enable customer digital journey bringing unprecedented levels of customer delight, help bank adapt to change and improve their decision-making process.