AI21 research shows that integrating AI agents improves international customer service efficiency.
Posted: January 13, 2024 6:56 AM Updated: January 13, 2024 6:56 AM
Correction and fact check date: January 13, 2024, 6:56 AM
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AI21 Labs research shows that integrating AI agents like Wordtune into international customer service improves efficiency.
70% of companies choose to send their customer service teams overseas to Tier 3 or Tier 4 countries with lower levels of English proficiency. A survey of Wordtune users found that while they are cheaper for businesses, these teams are less efficient and consistently produce low CSAT scores.
Wordtune is a product from AI21 Labs, a startup that can rewrite entire sentences using natural language generation technology.
According to AI21, this is leading to growing customer dissatisfaction with overseas customer service. However, technology solutions such as LLM-based chatbots and writing and translation assistants can help companies bridge this gap and ensure clear and effective communication while continuing to send CS teams overseas.
This is where Wordtune comes to the rescue. AI writing assistants help international teams communicate consistently and professionally.
“Our research shows that effective communication internally and with customers can save up to two hours of work time per day and increase the efficiency of customer service agents by 25% overall,” Or Dagan, vice president of applications at AI21, told Metaverse. “He said. post.
AI21 researchers analyzed anonymous data points from more than 100,000 customer support writing sessions to identify potential typos, grammatical errors, unclear language, and anything else that could make your writing difficult for readers to understand.
“We used this data to look at write error rates, how much time agents engaged with AI, what AI write suggestions they used, and what platform this communication occurred on,” Dagan said. “In parallel, we looked at average customer service salaries in nine countries to see if there was a correlation between error rates and cost of service.”
AI21’s unique data set not only highlights the importance of language skills, but also reveals the nuanced approach required for outsourcing decisions. By comparing language error rates and average salaries for customer service representatives in different countries, the study highlights that error rates alone don’t tell the whole story.
Or, as Dagan told Metaverse Post: “Surprisingly, in developed countries, although error ratings were worse, average salaries were much higher. Our findings show that not only should companies consider salaries when outsourcing their teams, but they should also consider language barriers in the region.”
The future of AI in customer service
As customer service remains a critical touchpoint between businesses and consumers, AI21’s research trajectory points toward a future where AI adoption by customer service teams becomes the norm. Increased efficiency alone can help businesses adopt AI tools like Wordtune to not only meet but exceed customer expectations.
“We have shown that using Wordtune can save agents up to three minutes per email compared to the time it takes agents to edit emails manually. Our agents write an average of 40 emails per day, so just using our AI authoring tool saves us two hours,” said Dagan.
“AI allows agents to respond faster, allowing us to respond to more requests while improving response quality. “This shows that AI is an invaluable tool for agents and is significantly improving their productivity,” he added.
Nonetheless, the AI21 survey suggests that what matters most is quality. If a company can improve quality by providing the corresponding tools and implementing processes, location will make little difference.
Going forward, these trends suggest we will see greater adoption of AI by customer service teams. The transition from multiple task-specific tools for customer service reps to a single platform for multiple purposes is coming. The effectiveness of AI is expected to become a deciding factor in international hiring decisions as it has the potential to reduce quality gaps traditionally associated with offshore teams.
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About the author
Kumar is an experienced technology journalist specializing in the dynamic intersection of emerging fields including AI/ML, marketing technology, cryptocurrency, blockchain, and NFTs. With over three years of experience in the industry, Kumar has established a proven track record in crafting compelling narratives, conducting insightful interviews, and providing comprehensive insights. Kumar’s specialty is producing high-impact content including articles, reports and research publications for prominent industry platforms. With a unique skill at combining technical knowledge and storytelling, Kumar excels at communicating complex technical concepts in a clear and engaging way to diverse audiences.
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Kumar is an experienced technology journalist specializing in the dynamic intersection of emerging fields including AI/ML, marketing technology, cryptocurrency, blockchain, and NFTs. With over three years of experience in the industry, Kumar has established a proven track record in crafting compelling narratives, conducting insightful interviews, and providing comprehensive insights. Kumar’s specialty is producing high-impact content including articles, reports and research publications for prominent industry platforms. With a unique skill at combining technical knowledge and storytelling, Kumar excels at communicating complex technical concepts in a clear and engaging way to diverse audiences.