Can AI improve customer communications? The Pittsburgh Water and Sewer Authority (PWSA) would say, “Yes.” PWSA has improved its customer service by using advanced machine learning technology to speed up and enhance email communication. PWSA implemented Y Meadows’ customer service automation solution for those who contact them by email. This change was made due to receiving an overwhelming 25,120 emails in 2022. To address this demand, PWSA utilized Y Meadows’ software to automatically respond to common customer queries. Y Meadows now handles almost half of all incoming inquiries, streamlining processes and allowing the customer service team to engage with clients on more important matters. PWSA’s CEO, Will Pickering, stated that technology improvements, such as the machine learning model and the Customer Advantage portal, reflect their commitment to enhancing the customer experience.
AI identifies the context of customer inquiries and issues automated responses if they fall into predefined categories. Y Meadows can handle various requests and uses advanced AI to interpret customer messages and take appropriate actions. By pulling relevant data, this system resolves customer inquiries without using scripted conversations. The CEO of Y Meadows, said that their goal is to improve efficiency and provide a better customer experience. PWSA’s Customer Service Director, added that AI technology is a valuable asset to communicate effectively with customers, reducing wait times, ensuring consistent responses, and improving internal efficiencies. Although PWSA now embraces technology advancements, they’re still reachable by phone for live assistance.
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