The Automation by Jatana

A blog to help you deliver better customer support using AI

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Q&A with Jatana’s CEO

We sat down with Jatana’s CEO Francesco Stasi and discussed with him some of the most asked questions.

Where do you see AI going?

AI is one of the most transformative technologies in human kind. As the advent of the Internet was sensational but became normal routine, also AI will become part of our daily lives to the point that it will not feel astonishing anymore. While we already interact with it every day, the process of implementing and recognizing AI at scale is still going on and will still take some time. However, this will be fully accomplished once certain stereotypes around AI will be dropped: AI will not take power over us. We are going to use it to accomplish great things and improve our lives and guarantee higher quality of living.

How to help agents feel comfortable with AI?

The first step is to erase the fear linked to AI: some agents might get scared and think the AI will take their job away. It is important to explain how it will be incorporated into the work to help and not to replace them. Then talk about AI in terms of benefits: the agents need to understand the purpose of implementing an AI in the workplace and how they would benefit from it. Allow a certain period of adjustment: your agents need to have a certain period in which they can feel comfortable and learn the new system.

What suggestions would you give to businesses who are looking into AI?

The first suggestion is to have clearly understand what the problem is. You need to understand what you would use AI for and what do you wish to achieve with it. It is important to know your sector well and have an idea of how AI can help, therefore, we suggest reading cases that explain how AI provided tangible solutions. For example, at Jatana.ai we present cases on the different AI options we offer. We invite the companies to read them and see if AI could be the best solution.

What mistakes is common seeing when it comes to delivering customer service?

Hiring the wrong people: the agents always need to be ready to deal with new situations.
Under-training the staff: even if you had the best team possible it needs to be updated on new strategies.
Underdelivering: if your team of agents is not able to be fast and efficient, there is a huge risk that the whole customer satisfaction will be affected. Lack of data-driven decisions: Data-driven decision help in making conscious decision and investing the company’s resources on the right task.

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How to increase efficiency and customer satisfaction while lowering your overhead

No, the title is not lying to you. You can actually increase efficiency while at the same time improving the rate of customer satisfaction and all that with fewer expenses. The formula is simple. Solve the problem on the first try. First call resolution a.k.a. FCR is a metric we use to measure the rate of success of our agents on their first interaction with the customer. Research has shown that increase in FCR equals the improvement in customer satisfaction. Bottom line is that with higher FCR we’ll get happier customers and save a lot of resources.

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Support Email Guide and Checklist

What we say is important but how we say is what makes the difference. Same goes for writing. Styling and appearance are of utmost importance when communicating with customers. Writing just for the sake of it won’t have an impact and your words will, unfortunately, go to waste.
To help you prevent this, we’ve prepared a simple guide that will support you in making sure everything you write is perfectly clear before you press the send button.

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