Do your customers know the jargon that you use?

Do you know the jargon that your suppliers use?
Do your customers know the jargon that you use?

For example if you want to cancel a cell phone contact, you have to ask for retentions.
If you need money from your bank, you can’t ask them for money, you may need to ask for a short term loan, long term loan or a bond.
If something breaks on your washing machine, you can’t phone and ask for a thingamajig that goes behind the plate.

Once you know the right thingamajig to ask for, you’ll probably get the right item. If you try buy a spanner, you’d better know the size!
How much jargon do you use in your company without realising it?

What’s the relevance to customer service? The easier you make it for your customer to identify the item or service he wants, the more likely you will get the business. You have to realise he doesn’t always know exactly what he wants. He may say to you “my swimming pool is green” and you may say “Have you tested it”. His reply may be “How do I test it?”

AI is excellent at removing the jargon. The customer can generally say anything that roughly makes sense and your AI agent will identify the problem and give you the correct jargon. An AI agent doesn’t even mind if you speak a different language.
Can a call centre agent talking from a script do better? No, never!

It has almost unlimited patience and doesn’t mind how long you take to ask or reply. Think of a call centre where you have a fibre problem: The agent may say “reset your router”. This could take you some time. You may have to call back – make a second call and a third until the problem is solved.
An AI agent will be able to solve your issues in the same conversation.