Does artificial intelligence enhance the shareholder experience?

Artificial Intelligence (AI) is prevalent in every part of our life. But is it used to improve the shareholder experience or create artificial barriers to service?

This past spring, we continued our objective of improving the shareholder experience and started using a SaaS (Software as a Service) AI email management system. The email management system’s AI features increase efficiency and quality of response, along with a host of other shareholder-friendly features. This is another example of CST Customer Care leveraging Artificial Intelligence to improve the shareholder experience.

In responding to our email inquiries, we adhere to our philosophy of “no barriers to service.” We use the email management service AI capabilities to enhance controls, standardization, analytics and efficiency. This results in a reduction in turnaround time and an increase in the shareholder experience.

Some of the AI features we are utilizing are:

Email classification and routing: Categorizes incoming emails based on their content and urgency and then routes them to the appropriate representative. This ensures that emails are handled by the most suitable person, improving response efficiency.

Tracking & follow-up: Tracks the status of email communications and reminds representatives to follow up on unresolved issues. It can also analyze response times and suggest improvements for better shareholder service.

We elected not to use AI email features, which we believe hinder a shareholder’s ability to contact us expeditiously.

We apply a similar approach to the shareholder services phone system. We did not design an overbearing or complicated interactive voice response (IVR) system, but rather a system that allows a caller to reach a representative within one prompt. There is no complicated IVR, no extended hold time, just a live person to answer questions and provide assistance as needed.

Our representatives and management team utilize some powerful tools to make the shareholder’s experience pleasant and efficient, which include:

Speech recognition and sentiment analysis: Transcribes and analyzes conversations in real time, to identify customer sentiment, detect issues, and provide insights into call quality and agent performance.

Agent assistance: Provides real-time suggestions to agents during calls, such as recommending responses or providing information. This helps agents to handle calls more effectively and improves their productivity.

Finally, our servicing tools allow our representatives to answer emails and phone calls from anywhere in the contiguous United States. Combined, they are powerful service features that provide a sustainable work-life balance and business continuity. Excellent service without interruption.

Please watch our video for more information about our philosophy on the shareholder experience, Customer Care Solutions.

Written by: John Torres, VP & Director of Customer Communications

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