The world moves fast today. Next time you are in town, just look around and see how everyone always seems to be in a “hurry,” even when it comes to customer service. The fact is that consumers demand immediate and personalized service.
The issue here is that traditional customer service models often fall short, plagued by long wait times, limited availability and impersonal interactions (listen to the mumbles of complaints at a checkout line because the line isn’t moving at the pace customers want). These shortcomings lead to customer dissatisfaction, churn and damage to a company's reputation.
One of the primary challenges is the mismatch between customer preferences and traditional service channels. Many customers prefer asynchronous communication. This allows them to initiate and respond to inquiries at their convenience. Traditional phone and live chat support, sadly, often require real-time interaction, which leads to frustration for those who cannot or do not want to engage in synchronous conversations.
The sheer volume of customer inquiries also overwhelms traditional support teams, making it difficult to provide timely and accurate responses. This results in errors, delays and a decline in overall customer satisfaction.
To address these challenges, companies are turning to innovative solutions that use AI and natural language processing to enhance customer service experiences. One such solution is GenAI-powered asynchronous messaging.
Asynchronous messaging enables customers to start, pause and pick up conversations at their convenience, which offers greater flexibility and control over the interaction. By eliminating the need for real-time engagement, asynchronous messaging reduces customer frustration and improves overall satisfaction.
TELUS Digital Experience is leading the charge in changing customer interactions for media and communications companies. Why mention TELUS? Well, the company’s recent innovative approach involves creating AI-powered, asynchronous messaging platforms that offer customers the flexibility to start, pause and resume conversations at their own pace. This not only enhances customer satisfaction but also allows businesses to efficiently address and resolve inquiries.
One prime example of this technology is TELUS Expert Messaging. Integrated into the My TELUS app, this tool allows TELUS customers to connect with human support agents around the clock. Simply send a message and receive a prompt reply, often resolving the issue in a single interaction.
By eliminating the need to wait in traditional phone or chat queues, TELUS Expert Messaging offers a more convenient and efficient customer service experience.
“As the AI-fueled customer experience partner of choice, our responsible approach combines the best of human support and technology to solve our clients’ more pressing challenges,” said Monty Hamilton, chief product and marketing officer, TELUS International. “We are constantly learning and growing from the challenges we face and the partners with whom we collaborate and we integrate key components into our enterprise-grade GenAI engine, Fuel iX, in order to provide our clients with best-in-class digital CX transformations.”
The potential of GenAI-powered asynchronous messaging is immense. By providing a more convenient, efficient and personalized customer experience, this technology will change the way companies interact with their customers.
As AI and NLP continue to advance, we can expect asynchronous messaging systems to handle a wider range of customer inquiries, provide more nuanced and context-aware responses and even anticipate customer needs before they are expressed.
Edited by
Greg Tavarez
