CRM’s digital collar specialist creates solutions for customer requirements

With the spread of digitization and artificial intelligence in our social lives, we see more and more applications of Society 5.0, a social model focused on human and technological collaboration, in business and everyday life. The shutdown with the pandemic that we have come to an end and the tendency of people to do everything online rapidly digitized the whole world, bringing it a few steps closer to the Society 5.0 model. With the changes reflected in consumer behaviour, speed, quality and service are being taken to the next level, while more attention is being paid to keeping costs low.

“Manpower” alone cannot solve customer’s problem

While processes like sales and purchasing have reached a staggering speed, in terms of customer service management; Being able to fully understand the customer’s problem and create a lasting solution by fully understanding the problem remains a problem in itself. In particular, it is necessary to carry out the relevant phases to manage the customer experience and solve the problems experienced in this process, with well-designed systems and scenarios, and also to be constantly updated. Today, process-based customer service systems run by people, along with artificial intelligence, are driving high customer experience scores.

Next4biz CRM’s R&D team is employed by more than 150 thousand employees in more than 400 leading institutions operating in various sectors such as finance, insurance, e-commerce, telecom, energy, retail, automotive, aviation, logistics, manufacturing and public administration. , breaking new ground with this perspective, adding artificial intelligence-assisted features to the process-based customer service management module.

What does artificial intelligence add to customer service?

Next4biz CRM software collects integrated and simultaneous customer notifications from all communication channels and provides end-to-end solution through processes by categorizing these notifications according to their topic. And this is exactly where artificial intelligence and human collaboration come into play. Developed with deep learning technology, Next4biz’s artificial intelligence module starts to determine the topics and categories of customer notifications step by step by tracking user behavior. Artificial intelligence, which constantly trains itself with the data it receives from the user experience, eliminates the need for human support for categorization over time. Next4biz’s artificial intelligence is not limited to category suggestions; It takes initiative with business rules and even closes notifications about certain issues by fixing it. It initiates workflows for the reports it cannot resolve and forwards them to the relevant units and follows up.

CRM’s digital collar expert understands and resolves customer complaints

Next4biz CRM, as the secret hero of customer service, shortens the problem resolution process, prevents human error and ensures the notifications are reached by following them step by step. Next4biz, CRM’s digital collar specialist, notifies users and customers via email and SMS and escalates responsibility of the solution to a senior manager in case of delay in notifications. This way, no customer problem remains unsolved and tens of thousands of reports are resolved every minute.

Next4biz board member Gürkan Platinsaid of the artificial intelligence they have integrated into the customer service module: “In institutions where we have implemented Next4biz’s artificial intelligence module, which we call CRM’s digital collar expert, the rate of correct categorization increases to over 90 percent after the initial 6-month learning period. The automatic resolution of artificial intelligence reaches up to 30 percent of all notifications. In summary, artificial intelligence, which is integrated into every part of life, is also beginning to manifest itself in customer service. Artificial intelligence is a software technology that facilitates people’s work and increases productivity in every field from art to economics, from marketing to education.As Next4biz, we will continue to perform important works in the field of CRM and BPM by positioning artificial intelligence applications in continuously strengthen our platform.”

Source: (BHA) – Beyaz News Agency