How to improve customer self-service systems with AI

Customers’ demand for faster, more intuitive self-service options is growing. Nearly 80% of today’s consumers expect companies to offer some version of self-service tools. And nearly 70% say they prefer self-service options over speaking with an agent.

To keep up with this growing demand—businesses are turning to AI-powered tools. Leveraging features like gather using AI—technology designed to simplify how users navigate automated systems—can help keep customers coming in the door. By enabling natural, accurate input processing, these commands transform clunky menus into smooth, user-friendly experiences. Businesses using AI gather commands can reduce operational costs while delivering seamless, personalized support.

In this post, we’ll explore how gather using AI commands elevate self-service solutions, the benefits of using them, and how to implement them effectively to meet modern customer expectations and drive operational efficiency.

What are AI gather commands?

AI gather commands refer to automated instructions that capture and interpret customer input, typically in the form of spoken language or button presses. These commands are used within self-service systems, such as IVRs, to guide customers through a series of steps to resolve inquiries or complete tasks independently.

By integrating AI, gather commands become more sophisticated. With training and fine-tuning, they can understand natural language, recognize complex patterns, and even learn from past interactions to improve future outcomes.

How do AI gather commands work?

AI gather commands collect input from users in real time. They process this data and deliver appropriate responses based on pre-defined workflows.

Here's a step-by-step breakdown of how they function:

1. User input collection: The system prompts the user to provide input, such as saying a specific phrase, selecting an option, or entering a number on their keypad.
2. Speech or text processing: AI-powered speech recognition or natural language processing (NLP) technologies analyze the user's input. This tool allows the system to comprehend exact keywords as well as variations in phrasing or intent.
3. Response generation: Based on the user’s input, the AI gather command generates an appropriate response or action, such as transferring a call, providing information, or executing a transaction.
4. Learning and adapting: With AI integration, the system can learn from past interactions. Over time, it becomes more accurate in predicting user needs and improving the overall customer experience.

You can see an example of gather using AI in action here, as the second and fourth steps in this demo customer support call:

With a clear understanding of how AI gather commands function, it’s easier to see their impact in action.

Benefits of AI gather commands in self-service systems

With AI gather commands, self-service systems become smarter and faster, enabling accurate responses, reducing errors, and providing users with more intuitive and effective solutions. Here are some of the main benefits of leveraging features like gather using AI:

Improved accuracy and efficiency

Traditional self-service systems often struggle with accurately capturing customer input, leading to frustration and errors. AI gather commands leverage AI technologies such as speech-to-text (STT), machine learning (ML), and pattern recognition to significantly enhance the accuracy of data capture. By recognizing complex phrases and interpreting intent, AI gather commands reduce the chances of errors, ensuring smoother interactions for users.

This increased accuracy translates into greater efficiency for self-service options, as users can quickly and effectively navigate automated systems without needing assistance from human agents. In turn, businesses benefit from reduced operational costs and higher customer satisfaction.

Enhanced customer experience

AI gather commands help create a more personalized and engaging experience for customers. Over time, self-service tools become more conversational and user-friendly by allowing systems to recognize natural language and adapt responses based on the user’s past interactions. This AI fine-tuning improves the overall customer journey and empowers users to resolve their issues or complete tasks independently without needing to wait for agent assistance.

The ability to offer 24/7 support through enhanced self-service options means that customers can get the help they need anytime, anywhere, further improving satisfaction and loyalty.

Reduced agent workload

AI gather commands help reduce strain on customer service agents by allowing more interactions to be handled autonomously. Routine inquiries, such as checking account balances, scheduling appointments, or updating information, can be managed without agent intervention, leaving human agents free to focus on more complex or high-priority tasks. This reduction in workload leads to faster resolution times for those who do need assistance, improving overall service efficiency.

With their many benefits, AI gather commands have become essential tools for modern businesses.

Practical applications of AI gather commands in self-service

From IVRs to chatbots, businesses across industries can use AI gather commands to improve self-service platforms and streamline business operations. Here’s how:

Optimizing IVR systems

IVR systems are a prime example of where AI gather commands can make a significant impact. By incorporating AI gather commands, IVR systems can move beyond simple keypad inputs and offer more conversational, voice-driven experiences. This improvement allows customers to navigate the system more naturally, reducing frustration and increasing the likelihood of resolving their issues through self-service.

Industries impacted: Customer service, telecommunications, finance, healthcare.

Enhancing chatbot interactions

Chatbots are another common self-service tool that can benefit from AI gather commands. By integrating NLP and machine learning into chatbots, businesses can create more responsive, intelligent systems that accurately interpret customer questions and provide relevant answers in real time. AI gather commands allow these bots to better understand the context of a conversation, delivering a more seamless user experience.

Industries impacted: E-commerce, retail, tech support, travel and hospitality.

Streamlining mobile app user flows

Many businesses use mobile apps to offer self-service features, such as bill payments, appointment scheduling, or account management. AI gather commands can enhance these self-service options by enabling users to interact with the app using natural language input. For example, instead of navigating through several menus, a customer could simply ask, “When is my next bill due?” or “Schedule an appointment for next Tuesday.”

Industries impacted: Financial services, healthcare, utilities, logistics.

While the applications of AI gather commands are diverse, successful implementation requires careful planning.

Implementing AI gather commands effectively

Effective implementation of AI gather commands starts with understanding customer needs, leveraging compatible technology, and embracing constant optimization for better outcomes. Here’s how you can get started with AI gather commands in your workflows:

Start with user-centered design

Before implementing AI gather commands in your self-service systems, it's essential to understand the needs and pain points of your customers. Conducting user research, analyzing customer inquiries, and identifying common friction points can help you design gather commands that streamline the customer journey. AI gather commands should be tailored to solve specific problems, ensuring they add value to the self-service experience.

Integrate with existing technologies

Gather commands using AI work best when integrated with other advanced technologies such as speech-to-text engines, natural language processing, and AI-driven analytics. Consider using platforms that offer built-in AI capabilities, allowing you to seamlessly add gather commands to your self-service solutions without needing to build the infrastructure from scratch.

Continuously improve with machine learning

One of the biggest advantages of using AI gather commands is the ability to continuously improve based on user interactions. Machine learning algorithms can analyze patterns and make adjustments, allowing the system to become more intuitive and efficient over time. Regularly review performance data and customer feedback to identify areas where your self-service options can be refined or expanded.

Give customers the option of AI-powered self-service

AI gather commands offer businesses a way to enhance accuracy, streamline operations, and deliver better customer experiences through improved self-service systems. By enabling natural, intuitive interactions, they empower users to resolve issues quickly while reducing the burden on support teams. As customer service becomes increasingly automated, adopting AI-driven solutions are essential for staying competitive in a rapidly evolving market.

Now is the perfect time to invest in advanced tools like Telnyx’s Gather using AI feature. By allowing users to provide complex information in a single step, you can simplify customer interactions, boosting accuracy and efficiency. Our AI-powered platform offers low latency, high customization, and seamless integration capabilities. Plus, Telnyx products run on our private global network, ensuring faster, more reliable performance.

Whether you’re scaling your self-service systems or building them from the ground up, Telnyx offers the flexibility and reliability needed to exceed customer expectations.