Faster without being worse.
WHERE THE TIME GOES
Reading and understanding the enquiry Finding the relevant information Composing the reply Checking it
WHERE AI HELPS
Summarising long enquiries Finding the relevant policy or history Drafting
WHAT THAT PRODUCES
A reply ready to review in a fraction of the time.
WHAT IT DOES NOT CHANGE
The need to read it before sending.
THE RISK
Faster responses that are less accurate or less personal.
Customers prefer a considered response in two hours to a wrong one in two minutes.
WHAT TO MEASURE
Response time and resolution rate together.
Faster first responses that do not resolve the issue produce more messages, not fewer.
SETTING EXPECTATIONS
An acknowledgement stating when you will respond properly buys you time and satisfies most customers.
That can be automatic. The substantive reply should not be.
THE PRACTICAL GAIN
Handling more enquiries properly, rather than handling the same number faster.
