Increase efficiency, lower costs and elevate the customer experience
By Paul MacDonald, ServiceSource
Over the past three years I’ve written numerous articles focused on key aspects of the service business, such as setting service rates based on operational costs, understanding service department efficiency and recognizing the importance of online reviews and professional pricing of parts inventory.
These articles are readily available on YSN under the Service category on the home page dropdown menu. If you haven’t yet implemented any of the advice and recommendations I’ve shared, the question you need to ask yourself is … why not? The power to transform your service business lies entirely in your hands. And now, with the advent of artificial intelligence (AI), that transformation is more accessible than ever.
AI in Business
My first introduction to artificial intelligence was two years ago when ChatGPT began making headlines. Since then, AI has rapidly advanced, learning and improving daily. But what is AI exactly? In its simplest form, AI refers to fast, intelligent computer systems that mimic human behaviors and cognitive processes. Today, AI is embedded in almost every industry imaginable, including healthcare, finance, retail, transportation, energy, entertainment, agriculture, education, legal services, real estate and customer service.
Chances are, you’ve already experienced AI without realizing it — perhaps through website chatbots that attempt to resolve your inquiries based on specific inputs you provide. While I admit that these bots haven’t always impressed me in the past (I often prefer chatting with a human), AI technology is evolving rapidly. Its growing user-friendly nature makes it increasingly comfortable for us to engage with.
The Sky’s the Limit
AI’s role in customer service is transforming significantly thanks to innovative products like Scai (Service Company Artificial Intelligence), pronounced “sky.” SCS Communications developed Scai as an AI-powered service companion that integrates seamlessly with your business management platform and telephone system.
Once implemented, Scai can handle numerous tasks traditionally performed by customer service representatives (CSRs). Imagine a customer calling to schedule a service appointment. Instead of waiting on hold or navigating through an automated phone tree, Scai answers the call immediately, collects pertinent information and schedules the service based on available calendar slots, all while confirming the customer’s address.
The brilliance of Scai lies in its efficiency and accuracy. It collects customer information flawlessly, emails the CSR a detailed summary with the transcript and recording of the call and even detects the customer’s mood during the conversation (!). But it doesn’t stop there. Scai can handle unlimited calls simultaneously, work after-hours on weekends and holidays, and deliver a consistent experience every time. No need to worry about the software getting distracted, taking a personal call or needing a coffee break. After all, AI doesn’t require PTO, benefits or workers’ comp.
What’s even more impressive is that Scai can notify customers of the status of their service calls, transfer them to a human representative when necessary and even send a secure payment link to collect confidential credit card information. This functionality helps lower operational costs while improving customer satisfaction. Gone are the days of long wait times and repetitive hold music.
The Future is Here
Many BrandSource dealers have already begun embracing AI with platforms like Package.ai, which manages customer engagement across all departments and optimizes routing and dispatch for service and delivery. Additionally, it assists in managing customer reviews and surveys, offering a comprehensive AI solution for customer support. This is just another example of how AI can simplify processes and improve communication between service providers and customers.
Another notable AI tool is ClaimWorks by Just Press One, which employs Auggie, an AI assistant designed to process dealers’ warranty claims. All the hard work of sorting, correcting and submitting claims to manufacturers and third-party warranty companies is handled automatically with Auggie.
See: Supercharging the Warranty Claims Process
At the end of each day, dealers send a file of completed tickets and Auggie processes them overnight. You’ll receive a report of all claims successfully processed the following morning. This eliminates the tedious, manual task of filing warranty claims, freeing your staff to focus on more value-added activities. In addition, the ClaimWorks team adjudicates claims, correcting errors or missing information to ensure that all claims are processed quickly and accurately.
Tangible Benefits
When used effectively, AI can revolutionize service operations by increasing efficiency, lowering costs and significantly enhancing the customer experience. By automating tasks that would otherwise require hours of manual labor, AI helps businesses operate more smoothly and at a lower cost.
The result? Customers are happier with faster, more accurate service and businesses benefit from reduced overhead and increased profitability.
Take Scai, for example. Businesses can minimize the need for a large customer service team by letting the AI handle customer inquiries and scheduling flawlessly. AI doesn’t need time off, doesn’t get tired and delivers consistent, high-quality service every time. This opens up opportunities for companies to allocate human resources more effectively, ensuring that tasks requiring creativity, complex problem-solving or human empathy are assigned to humans, while AI handles the rest.
Conclusion: Don’t Get Left Behind
Artificial Intelligence is advancing faster than most businesses can keep up with. It’s no longer a futuristic technology; it’s here and impacting every industry. If you haven’t yet adopted AI in your business operations, now is the time to act. The advantages are too significant to ignore, from lower operating costs to improved efficiency and customer satisfaction. The future of service operations is AI-driven, and those who fail to embrace it risk getting left behind.
So, what are you waiting for? The tools are out there and your business transformation is in your hands.
Paul MacDonald, AVB’s senior ServiceSource lead, ran his own 38-tech service business and is a past president of the UASA. He currently operates The Expert Service Program, which helps servicers run their operations more efficiently and profitably. You can reach Paul at (647) 500-7785 or Paul.M.MacDonald@brandsource.com.
