Khoros Customer Care Cloud: Revolutionizing Customer Service with AI-Powered Digital Concierge
Are you tired of waiting on hold for a customer service agent to help you with your problem? Well, Khoros may have the solution for you.
Khoros has recently introduced its patent-pending, next-gen “Khoros Customer Care Cloud” that claims to address up to 80 percent of customer issues without the need for a live agent. This innovative solution includes a virtual agent, powered by generative AI, that can autonomously answer customer queries without any prior training.
Businesses can quickly build and deploy solutions using this virtual agent, similar to how Klarna has implemented a bot that handles two-thirds of its live chat conversations. However, it is crucial for businesses to have a robust knowledge management strategy in place to ensure that the virtual agent provides accurate and up-to-date information to customers.
Recent cases, such as New York City’s bot giving misleading responses and Air Canada getting sued for misinformation, have raised concerns about the use of AI in customer service. Gartner has even warned against replacing human agents with AI.
Despite these warnings, Khoros’s digital concierge goes a step further by extracting data from every customer interaction to improve its outputs. The system also includes a human-in-the-loop to ensure the quality of auto-generated knowledge articles.
The Khoros Customer Care Cloud also includes an escalation path for transferring conversations to live agents when needed. Live agents can utilize AI-driven recommendations to support successful contact resolution and even identify upsell opportunities to increase revenue.
Chris Tranquill, CEO of Khoros, is excited about the potential of this new platform, calling it a pivotal moment for the future of customer service. Swisscom has already seen success in reducing agent workloads by leveraging Khoros’ software.
While the idea of a virtual agent handling the majority of customer queries may sound appealing, it’s essential for businesses to carefully consider the implications and ensure that the technology is used responsibly. With the right approach, the Khoros Customer Care Cloud could revolutionize customer service and drive significant cost savings for businesses.
