Customer Service Automation: Process Optimization and Service Quality Improvement

The implementation of technologies such as voicebots, chatbots, and advanced AI systems enables companies to optimize operational costs, reduce response times, and increase service availability.

As customer expectations for speed and quality of service grow, automation becomes an essential tool for companies looking not only to improve their outcomes but also to build lasting relationships with customers. Automation allows businesses to offer 24/7 service, relieving teams from repetitive tasks and improving overall efficiency.

In this article, we’ll explore the key trends in customer service automation and discuss how companies are practically applying these technologies. We will also identify challenges organizations may face when implementing these solutions.

Trends in Customer Service Automation

According to the report “Customer Experience in Poland: Trends, Goals, and Key Investments,” 37.65% of respondents strongly agree that artificial intelligence (AI) is an indispensable tool in business. This reflects that companies view AI as a critical component for meeting growing customer expectations and competing in an increasingly demanding market. Without implementing AI technology, organizations may struggle to stay competitive and adapt to rapid market changes.

The Growth of Conversational AI Solutions

The same report reveals that 65.63% of respondents expect AI use in customer service to grow significantly in the next 2–3 years. This trend aligns with Gartner’s projections, which indicate that investments in conversational AI solutions, such as chatbots and voicebots, are set to reach nearly $2 billion by 2024.

Currently, chatbots and voicebots are among the most popular AI tools in customer service, becoming essential support elements across various industries. Powered by machine learning (ML) and natural language processing (NLP), these technologies enable real-time support and free up teams from repetitive tasks. This allows employees to focus on more complex issues, significantly enhancing the quality of customer interactions.

According to HubSpot’s report, as many as 78% of professionals believe that using AI allows them to perform key tasks more efficiently, underscoring the growing role of these technologies in the future of customer service.

The Rising Importance of Voicebots

Voicebots, or voice assistants, are gaining popularity across numerous industries. Integrated with CRM platforms, voicebots can collect and analyze data, tailoring communication to customer preferences. An example is an FAQ bot that answers customers’ most common questions. The ability to handle multiple queries simultaneously allows companies to scale operations effortlessly, increasing customer engagement and generating higher revenue.

Beyond e-commerce support, voicebots are increasingly used in industries such as retail, healthcare, finance, and insurance. They serve various customer service functions, including:

• conducting NPS surveys,
• performing public opinion surveys,
• handling inquiries,
• confirming appointments,
• supporting sales processes,
• assisting in debt collection processes,
• supporting recruitment processes,
• running informational campaigns.

However, it’s essential to remember that these activities must comply with the AI Act, which prohibits the use of unethical manipulation techniques. Key provisions include:

• manipulative techniques: AI systems that use subliminal or deliberately manipulative techniques to influence users’ behavior, causing potentially harmful decisions, are prohibited.
• exploitation of vulnerabilities: the AI Act also bans systems that exploit individuals’ vulnerabilities related to age, disability, or social status to distort behavior in ways that may cause harm.
• social scoring: the use of AI to assess or classify people based on social behavior or personal traits that result in harmful or disproportionate treatment is prohibited.

AI Agents vs. RPA Robots

Robotic Process Automation (RPA) remains a crucial technology for business process automation. However, many believe the future belongs to more advanced solutions like AI agents. Why? RPA relies on deterministic rules and predefined instructions, making it effective only in repeatable conditions, while its lack of learning capabilities limits its functionality in handling unique situations.

In contrast, AI technologies like voicebots use advanced algorithms, enabling context-sensitive responses. Through techniques like few-shot learning, AI agents can quickly adapt to new tasks, and continual learning mechanisms allow them to update knowledge in real time, making AI agents far more adaptable and effective in dynamic business environments.

Examples of Voicebot Applications

• Domino’s Pizza: the voicebot “Dom” speeds up the ordering process, assisting customers through mobile apps and smart speakers.
• Medicover: a chatbot helps patients schedule appointments and provides information on available services.
• Toyota Financial Services: the virtual assistant TOMOKO answers questions about Toyota Bank and Toyota Leasing products and services. It is available on the website, in Facebook Messenger, and on platforms like Dyspozycja Online and E-faktura.
• Victoria Police (Australia): the virtual assistant Vicky answers inquiries regarding procedures and incident reporting.
• PZU: a voicebot from OEX VCC assists with customer opinion surveys.

Automating Analytical Processes

Automation is also changing how companies analyze data. Thanks to technologies such as big data, machine learning, and predictive analytics, real-time data analysis allows businesses to respond faster to customer needs. Tools like Salesforce Einstein automatically process vast amounts of data, providing companies with immediate insights that enable them to better tailor marketing strategies to changing market expectations.

For instance, in retail, predictive models help forecast product demand, optimizing the supply chain and minimizing storage costs.

Automation as Team Support

Automation not only simplifies data analysis but also assists employees in daily tasks. CRM tools, integrated communication platforms, and task management systems have become essential in modern companies, allowing quick access to critical data and streamlining process management. Automated customer query routing ensures that issues are directed to the right departments, reducing delays and boosting service efficiency.

Customer Service Automation: Key Benefits

Increased Efficiency

Automation significantly enhances operational efficiency by enabling faster problem resolution and handling more inquiries in less time. Tools like chatbots and voicebots not only reduce response times but also alleviate pressure on customer service teams. As the report “Customer Experience in Poland: Trends, Goals, and Key Investments” shows, 28.24% of respondents strongly agree that automation increases efficiency and customer satisfaction. This highlights the growing role of automation as a key tool for improving service processes and customer experiences.

Analytical Tools and Efficiency Improvement: Case Study

Efficiency also increases thanks to various analytical tools that support team performance. An excellent example is Boromir, an in-house OEX VCC system designed to analyze, monitor, and optimize the work of contact center agents. This AI-driven solution improves project operations, functioning as a platform overseeing and managing online consultations between consultants and internal support while offering advanced data analysis. Boromir’s features include:

• analysis of consultants’ posts on the Teams platform,
• monitoring question frequency and response times,
• identifying peak activity periods,
• assessing consultant performance,
• analyzing communication patterns.

Currently, Boromir serves over 550 consultants and more than 30 team leaders and support consultants at OEX VCC.

Results speak for themselves:

• Quality improvement by 10 percentage points since implementation, exceeding client goals – now at 94% positive ratings.
• Reduction in consultant response wait time by 3 minutes (Q1 2023 vs. Q1 2022 – a 50% reduction).
• 35% reduction in response time to internal consultant inquiries, resulting in financial savings, increased project profitability, and better time management for team leaders.
• Reduction in communication channels from 12 to 9.

Solution Scalability

Automation solutions like voicebots and chatbots are incredibly scalable, making them ideal for scenarios where company needs are growing. They can be expanded flexibly, adjusting functionalities to serve a larger number of users. The same applies to language support; initially, a tool may operate in one language but can support multiple languages as needs evolve.

Improving Customer Experience

Automation significantly enhances service quality by providing 24/7 support. According to a McKinsey report, 75% of customers prefer companies offering automated solutions, as they allow for faster and smoother problem resolution.

The report “Customer Experience in Poland: Trends, Goals, and Key Investments” indicates that younger generations expect modern, digital tools that offer immediate service and convenience. Customers are also becoming more impatient, with 65.98% of respondents agreeing that response speed is critical to success.

Operational Cost Reduction

Automation is one of the most effective ways to reduce operational costs while maintaining high-quality customer service. By implementing chatbots and voicebots, companies can significantly cut service costs, optimize processes, and increase operational efficiency.

Automation Challenges

Automation brings numerous benefits but also involves challenges that companies must overcome. Implementing new technological systems can be time-consuming and complex, and technical issues such as algorithm errors or system failures can disrupt customer service. Data security is a critical concern, as automation involves processing large amounts of information.

Companies must continually monitor their systems to prevent cyber threats and ensure compliance with data protection regulations.

Maintaining the “Human Touch”

One of the biggest challenges in automating customer service is retaining the “human touch” – the individualized approach and empathy that play a vital role in building customer loyalty. Automation undoubtedly improves efficiency and streamlines processes, but implementing it without the right balance can weaken relationships with customers who expect understanding and empathy, not just quick solutions.

To implement automation without harming customer relationships, companies should keep several principles in mind:

• An automation strategy based on real customer needs

Automation should be implemented where it is truly necessary and where it meets actual customer expectations. Instead of following trends, companies should analyze which processes can be streamlined to improve customer experiences, keeping in mind the need for a personal touch. Not every stage of customer service requires automation, especially where emotions and empathy are essential.

• Empathy and a personalized approach

While automation allows faster resolution of repetitive tasks, it is still essential to maintain a human element in key customer interactions. Understanding customer emotions and tailoring the approach to their needs are crucial for building lasting loyalty. Automation cannot replace empathy but can support teams in solving customer issues and making more accurate decisions.

• Balancing technology with human contact

For automation to be effective, it must be combined with maintaining human contact at crucial moments. This is especially important for older customers, who value direct contact, clear processes, and a personalized approach. Maintaining standards that they know and trust is essential. Automation should not deprive them of a sense of security and understanding.

Data Protection and Security

Data security is one of the most serious challenges associated with automation. Processing large amounts of information, including personal data, exposes companies to the risk of cyberattacks. Therefore, organizations must constantly monitor and update their systems to ensure complete security and compliance with data protection regulations. Customers’ trust in companies increasingly depends on responsible data management, especially in the context of rising threats and growing privacy expectations.

Conclusions

Customer service automation is a critical element of the future of business. It offers numerous benefits, such as increased efficiency, improved service quality, and reduced operational costs. However, this technology also presents challenges that require ongoing development and adaptation.

The key challenge remains finding the balance between automation and human contact to deliver the best possible experiences for customers. As technology evolves, automation capabilities will become even more advanced, opening the door to unlimited possibilities. Automation is not just the future – it’s an integral part of our present.

Author: Katarzyna Skorzypiec, Project Manager & Bot Trainer, OEX VCC.