Can AI tools bring a more human touch to the customer experience?
Duda thinks it can. Its customer success team integrates AI to open the door to a multitude of new options that better support customers as they navigate the website-building process. Features like ticket sorting and an intelligent chatbot offer the Duda team more time to provide in-depth support when customers need it, and generative AI helps customer support representatives communicate thoroughly when English is not their primary language.
Incorporating AI tools into the workplace has proven to be a time-saving experience for those using them to address extremely complex or time-consuming tasks. According to a report from Zoom and Morning Consult, the majority of AI users say that AI tools save them 30 minutes or more a day at work.
For customers of Duda, the impact of AI can be felt in faster responses, easier access to the online knowledge base of support articles and an overall more human experience when it's needed most. Built In Colorado spoke with VP of Customer Success Cyrus Dorosti to discuss the methodology behind AI adoption in the CS department.
Duda offers a web design platform with AI, e-commerce and SEO functionality.
How has your team incorporated AI into their customer service toolkit?
We have incorporated AI as a copilot agent for our support team members. We have built an internal tool that leverages AI to recommend responses to customer requests that our agents can review. Additionally, agents can ask our AI agent product questions or for assistance to rewrite a message with a certain tone or in a different language, review a response for sentiment or quality analysis, provide a ticket summary or categorize tickets for better reporting and analytics.
Additionally, we have made massive updates to our knowledge base to be structured as “AI first” and be optimized to surface accurate AI responses. We will soon be replacing our existing chatbot with a full generative AI chatbot that has built-in reasoning and guidance on how and when to escalate customer issues directly to a support agent.
How have you ensured that the human touch remains a key part of your customer interactions?
AI is here to help our support agents, not replace them. We still absolutely believe that the human connection is essential for great customer service.
AI is there to copilot and assist our agents in becoming more productive, so they can leverage their time savings in different ways. With more time, we are driving a more consultative approach to support where we can answer customer’s immediate questions and dig deeper into the “why” to make recommendations on how they can better leverage the platform to achieve their goals.
“AI is there to copilot and assist our agents in becoming more productive, so they can leverage their time savings in different ways.”
How has AI beneficially impacted your customer success team and your customers?
AI has increased productivity on our team by automating solutions to simple questions, providing quick summaries and automating simple processes, like categorizing support tickets.
In addition to that, it has helped us better communicate with our customers and improved the customer experience with our team. This allows agents from all our offices to improve the quality of their responses, helping greatly when their responses may not be in their native language. It allows them to do a quick quality audit. It allows them to write response bullets and leverage AI to turn them into a well-structured and empathetic response. And it even allows us to write bug reports quicker with better context.
Additionally, customers will have an easier time finding solutions to their questions allowing AI to search for answers for them rather than flipping through numerous articles or forum posts.
Implementing AI has had many challenges. Whether it is evaluating third-party tools to building internal tools, the expectations have always been to start simple and expand. We need to make sure customer data is kept private and secure, and articles and other resources are structured to avoid hallucinations.
