Customer Science has launched CommScore.AI, a new artificial intelligence-powered tool intended to optimise customer communications.
The company states that CommScore.AI reviews written customer interactions, such as emails, letters, and text messages, evaluating them through the lens of brand alignment and message effectiveness. The solution aims to improve both operational efficiency and customer satisfaction by ensuring that communications deliver smooth experiences and favourable outcomes.
Technology development
Todd Gorsuch, Chief Executive Officer at Customer Science, explained the origins of the technology and its development process. Gorsuch stated, "This technology is new, but the IP has been developed over 20 years by service writing specialists, Friendly Persuasion, who joined our group in July. We've converted their customer correspondence auditing service into an AI powered solution that recommends how each message can be optimised against brand and industry benchmarks. This means customers spend less time auditing, converting this time to writing optimal content and speeding time to value."
Customer Science notes that written communications can account for up to 80% of all customer experience touchpoints. The company suggests that even marginal enhancements in this area may result in notable improvements to organisational operations as well as customer perceptions.
The impact
The company points to data indicating that clear and helpful service writing can deliver practical returns. Interactions drafted with greater clarity and relevance are, according to Customer Science, associated with improved first contact resolution rates-by up to 20%. In addition, organisations may be able to reduce the number of escalations and unnecessary follow-up enquiries by as much as 30%, as well as to increase measurable customer satisfaction scores by up to 15%.
CommScore.AI targets medium and large enterprises, and the company says the technology's accessible model allows these organisations to access benefits that may previously have been out of reach due to resource constraints.
"The beauty of CommScore.AI is that it helps remove customer experience frictions while aligning messages with a brand's unique tonal values. CommScore.AI is for brands that want to benefit from AI without sounding like AI," says Peter Vierod, Creative Partner at Customer Science division, CX Communications.
