Read this in The Manila Times digital edition.
AS the Philippines enjoys its extended Christmas season, retailers would need to spice up their customer experiences for the seasonal rush. Here's how Dynamic AI agents could help.It's no secret that the Philippines love Christmas. In contrast to the universal 12 days, the island nation's four "ber" months are one of the world's most prolonged holiday celebrations. While it's good news for spreading seasonal joy, it's certainly hectic for retailers' customer support teams.With Covid-19 lockdowns over and the Philippines' economy surging by 6.5 percent this year, brands are effectively preparing themselves for Christmas revenge spending. But like scores of businesses across the world, the Philippines' retail and customer care sector is facing crippling talent shortages.As such, it remains to be seen whether the Philippines' retail sector is ready to handle these seasonal surges in customer support requests, much to businesses' detriment. Long call wait times and delays in responses to inquiries or purchase assistance could result in negative customer experiences (CX). Over the long term, poor CX results in decreased customer loyalty or, in worst-case scenarios, losing a customer altogether.While a national talent shortage is beyond most business leaders' control, those who value the importance of CX, are increasingly turning to Conversational artificial intelligence (AI) to plug their service gaps. Human customer service representatives may struggle at times with the influx of demand, especially during the holiday season. Moreover, over-hiring during such surge seasons is also not an efficient and long-term solution. On the other hand, Dynamic AI agents, powered by Conversational AI, are fortunately immune from the stress of increased customer queries. This means they are better placed to prioritize customers' needs and help alleviate seasonal stress. Dynamic AI agents enable brands to connect with more customers at scale; fast-track multiple customers' queries and offer a higher degree of personalization. Not only that, but they are also the fastest to scale and gear up for the seasonal surge. Here's how to make the best use of Dynamic AI agents:
Analyzing past data
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