Aliso Veojo, California
Utilizing AI as a first responder to customer questions , 24/7
The demand for electric vehicles is growing rapidly worldwide and along with it the need for convenient and affordable charging solutions.
Oxygen Initiative is at the forefront of this revolution.
They provide a comprehensive range of eMobility solutions that allow their customers to install and maintain electric vehicle charging stations at their homes or businesses.
As you would expect when introducing new technology like this, Oxygen Initiative’s customers have many questions they need answers to.
Providing support 24 hours a day was becoming too expensive for the company and management could see it wasn’t the most efficient way to utilize their customer service agents.
They needed to find a way to answer the repetitive, FAQ-style questions many of their customers had automatically, so their customer service team could be used to deal with more complex issues.
To solve this problem, the company’s management team decided to investigate whether using artificial intelligence could give them the results they needed, while still maintaining the high-level of personalized service they had built their business on.
Dynamic chat solution needed
According to Christiaan Van Nispen, Oxygen Initiative’s Vice President of Business Development, the email and chat-based system their existing customer relationship management (CRM) tool used was not providing the functionality his organization needed.
“It was just too much work when it came to handling routine frequently asked questions (FAQs),” Christiaan explains.
“We are a growing startup, so every customer is key and we wanted to maintain our high-level of service. This meant we had to keep operating our customer service internally, but we needed a system that was more automated.”
Management at Oxygen Initiative realized there were customer service solutions available that were forward-thinking—similar to what they were doing in the electric vehicle space.
Christiaan says his organization wanted something that could delight customers and exceed their expectations.
He said as the electric vehicle industry is still in the early adopter stage, many of the questions his team were handling were repetitive requests for basic information.
And they needed a way to address these repeat questions through unattended or lightly-attended web-based chat.
Christiaan said given the above criteria, exploring artificial intelligence (AI)-based solutions was an avenue his company was keen to pursue.
Agent.ai impresses with its powerful features
Christiaan said his company began a thorough search and review of the AI customer service landscape to find a solution that best suited their requirements.
He said it was during this phase, that one of their advisors participated in an AI technology showcase at Google, and attended a presentation by Agent.ai CTO, Barry Coleman on the company’s AI research and customer service platform.
He said the advisor heard how Agent.ai had built an artificial intelligence-powered customer service platform that helps companies to get to know their customers by adapting to their unique needs, and allowing for better customer support and engagement opportunities.
Christiaan said from there his company requested a product demo via Agent.ai’s website, and a client interview to discuss his company’s immediate and long-term needs was arranged.
He said Agent.ai’s experts suggested that because of his company’s growing millennial customer base, Facebook and web integrations would be the fastest and most appropriate way to prove the software’s value and to demonstrate how AI could improve customer service.
Christiaan said his team were impressed with Agent.ai’s full-suite CRM system, which would allow them to track customer interactions, monitor agent performance, and track usage for product and process improvements.
But it was the way the software could be used in tandem with live agents, that impressed him the most.
“Agent.ai’s unique ticket escalation process allows for the AI to be in place as a first response, but if it does not resolve a customer’s question, it has the logic to seamlessly pass the conversation over to an available team member—so there is no risk of our customers not getting a resolution.”
“And what’s more, unlike competitors, Agent.ai is not a static chatbot solution but rather a learning system that improves with each passing customer conversation.”
“Each time our team answers a customer question, we are training and investing in our own AI.”
Christiaan said using AI to answer your customer’s FAQs is a great place to start, but advises that the concept needs to be well-thought out.
“If your company already has FAQs, I’d recommend starting there so you can see benefits of AI faster,” he said.
“But you’ll need to think about what types of questions are missing from your standard FAQs that might need to be added. And have the realistic expectation that AI customer service needs to be massaged in the early days, so you can see major benefits in the long-term.”
He said although the initial implementation was very fast (less than half an hour), the introduction of Agent.ai was a gradual process that was rolled out in a pilot environment first, and then tested, prior to going live with customers.
Christiaan said he was impressed by how approachable Agent.ai’s staff were during the entire process, from initial contact to post implementation support, and praised their positive, energetic attitudes.
“They’re a really helpful, responsive team. And that set the stage for our success,” he said.
Christiaan said since launching the pilot, Agent.ai has started autonomously handling incoming cases on its own.
This reduction has helped oxygen Initiative do more with their existing service team—saving significant operational expenses.
Christiaan said he was surprised at how quickly Agent.ai made a difference, with customers using it immediately.
“People who were standing in front of their charging stations with an issue preferred to use web-based chat to find an answer.”
“And if their issue is escalated to a human agent, I love that with Agent.ai our team can see and understand the customer’s history prior to responding, thereby speeding up the whole resolution process.”
Agent.ai is helping the customer service team by using artificial intelligence to provide fast, accurate answers to these repetitive questions.