How interactions are changing: Real-Time digital absorption

The transformation of customer interactions: Embracing digital and immediate solutions

Customer service has undergone a profound transformation in recent years, driven by two interconnected axes of change that are pivotal to understanding this evolution.

The digital surge

One significant aspect is the proliferation of digital channels for customer interaction. The pandemic accelerated this trend, pushing digital interactions to unprecedented levels, comprising approximately 60% of total contacts. Moreover, traditional channels like telephone support have witnessed automation through voice bots and intelligent IVR systems.

The culture of immediacy

The second axis revolves around the culture of immediacy. In today's fast-paced world, we crave instantaneous solutions. Sociological studies highlight the pivotal role of perceived wait times in customer satisfaction and brand loyalty. Long wait times can significantly impact customer perception and loyalty.

Turning challenges into opportunities

However, what may appear as challenges can be transformed into opportunities? Recognizing the importance of addressing customer needs promptly can not only enhance satisfaction but also optimize costs. As digital interactions rise and immediacy becomes paramount, there's a growing need for real-time automated solutions. This not only meets the demand for immediate attention but also streamlines the cost structure of customer service.

Generative AI: A double-edged sword

Generative AI emerges as a valuable tool in humanizing interactions and providing intuitive support. However, concerns linger regarding its hallucinatory tendencies and the misconception that it can deduce problems without sufficient input.

Schaman: Your Partner in Real-Time digital support

Schaman emerges as an invaluable ally in managing customer interactions effectively. Its approach focuses on two key elements:

• Tailored resolutions based on customer characteristics and past interactions.
• Leveraging Generative AI to enhance conversational quality and comprehension.

With Schaman's capabilities, businesses can deliver real-time digital support, orchestrating contextual solutions based on comprehensive data analysis.