{"id":18587,"date":"2024-11-06T11:00:44","date_gmt":"2024-11-06T11:00:44","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=18587"},"modified":"2025-01-03T13:01:32","modified_gmt":"2025-01-03T13:01:32","slug":"tips-for-a-great-support-experience-during-the-holiday","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/tips-for-a-great-support-experience-during-the-holiday\/","title":{"rendered":"Braving busy holidays: Reduce customer service stress with automation and AI"},"content":{"rendered":"

The holidays are coming, and for consumer-facing businesses, that often results in a huge tide of shoppers turning to your support team for help. How can you get on top of high conversation volumes, and still provide speedy, personal support during the busiest times of the year?<\/span><\/p>\n

It\u2019s an easy answer: bring in AI. In the space of a year, we\u2019ve come a long way with this remarkable technology. Providing exceptional (read: personal, efficient) support no longer means needing to add extra headcount or face burnout. Working hand-in-hand with an AI agent, like <\/span>Fin 2<\/span><\/a>, our latest next-generation release, your human team can now resolve support queries proactively and automatically.<\/span><\/p>\n

Here are our top tips for making the most of an AI agent like Fin and providing world-class support in a considerably easier way.<\/span><\/p>\n

Tip 1: Avoid burnout and still provide 24\/7 support with an AI agent <\/strong><\/h2>\n

No matter how dedicated your support team is, they can\u2019t (and shouldn\u2019t have to) work around the clock during busy holiday periods, such as Black Friday and Cyber Monday. The good news? AI agents like Fin can provide instant responses and accurately resolve queries 24\/7.<\/span><\/p>\n

“AI bots will provide speedy, spot-on answers even when your team is out of office or otherwise engaged”<\/p><\/blockquote>\n

If you have a <\/span>knowledge base<\/span>, you can set up your AI agent and point it at your help content in minutes. Then when a customer asks a question, your bot will provide speedy, spot-on answers to queries even when your team is out of office or otherwise engaged.<\/span><\/p>\n

The best part is you have 100% control over how you use this automated support. Being able to properly switch off is crucial for avoiding burnout during this time of year, so make use of an AI agent in whatever way best suits your team. Some folks might like to have AI completely take over answering certain questions, while others might like to toggle between automated and human support \u2013 with the AI agent being turned on during certain hours and human team members taking over when they\u2019re online. It\u2019s completely up to you.<\/span><\/p>\n

Tip 2: Automatically answer holiday FAQs in a way that feels personal<\/h2>\n

Answering the same questions over and over again can feel like running on an endless treadmill for your team. This is especially true during the holiday season when customers have more questions about shipping, delivery times, and holiday discounts and deals.<\/span><\/p>\n

Luckily, that\u2019s a thing of the past with support from AI agents that can instantly resolve FAQs and reduce your conversation volume. Fin is excellent at this \u2013 straight out of the box, it can resolve up to 51% of all queries with 99.9% accuracy. Just in time for the holidays, we\u2019ve put a bow on this level of efficiency and launched a few new sparkly features to ensure Fin not only clears your queue in record time, but makes it a merry experience:<\/span><\/p>\n