Luck vs. strategy: 4 ways to make customer service shine with technology and consistency

St. Patrick’s Day is almost here! Yay! While you’re gearing up for the festivities, here’s a bit of trivia to sprinkle some luck on your day. Did you know there’s a difference between a shamrock and a four-leaf clover? A shamrock, the symbol of St. Patrick’s Day, has three leaves and is super common. A four-leaf clover is a rare gem (about 1 in 10,000). It’s considered lucky because, well, you’re pretty lucky if you find one.

Second fun fact: the shiny buckled shoes that leprechauns wear aren’t just for style (though they are pretty stylish). They symbolize craftsmanship, a valued skill in Irish culture. But what do leprechauns and four-leaf clovers have to do with customer service? I’m glad you asked. While St. Patrick’s Day is all about luck, when it comes to customer service, luck has nothing to do with it.

Exceptional service isn’t about holding a lucky horseshoe tight and hoping it all works out. Like the craftmanship of a leprechaun’s shoes, customer service is about having a fool-proof strategy in place backed by a single integrated platform. Then you need to make sure your service is consistent every single time.

What’s the best way to do that? Again, glad you asked. Here are four tips (like a clover) to deliver customer service as sweet as a bowl of Lucky Charms marshmallows. So, buckle up your leprechaun shoes and let’s go.

1. Consistency: The four-leaf clover of customer service

Everyone dreams of finding that pot of gold at the end of the rainbow (and, okay, maybe avoiding the taxes that come with it). But there’s another kind of “magical” experience that people adore: receiving consistent and responsive customer service every time they contact a company with an issue.

But when service is unreliable, it’s like dealing with a leprechaun who’s hoarding his gold. No one wants that! Did you know that 86% of consumers will ditch a brand after just one or two bad experiences? That’s a lot of lost customers. Why risk that?

Your customers want to know they can rely on you. Whether they’re chatting with a live agent or using digital self-service, they expect consistency. And guess what? Consistency is part of your strategy – not luck. It helps you build trust and makes your customers feel valued every time they contact you.

When customers know they can count on you, it’s like finding gold at the end of the rainbow. Every interaction should feel like finding a four-leaf clover, not a common three-leafer. No guessing, no hoping — it’s consistent, and that’s where the magic happens.

What’s the secret to building gold-standard service? An AI-powered platform that offers seamless, dependable assistance is essential. Keep reading.

2. CXone Mpower: Your personal AI automated leprechaun

Meet your new best friend: NICE CXone Mpower. It’s like having your own personal AI-powered leprechaun at your service (minus the mischievous attitude). CXone Mpower is a game-changer when it comes to providing customer service that’s smooth as Irish whisky. It brings everything you need together on one smart AI platform, making automation work like a lucky charm.

You can streamline workflows, give your agents the tools they need to shine, and keep all your knowledge in one spot. No more working in silos—this platform helps you break down barriers and transforms your service experience, no matter the scale.

While your competition is hoping their agents can just answer the phone in time, CXone Mpower is like “Hold my Shamrock Shake,” and delivers fast, reliable unified service with a wink and a smile. It handles everything from understanding customer needs to fixing their issues in the blink of an eye, all while making the process feel seamless and effortless.

And it is smart. I mean, wicked smart. CXone Mpower is built on powerful AI trained with the industry’s largest customer experience dataset. That means it keeps learning and making intelligent decisions that continue to improve your customer interactions in real time — almost like magic!

3. Autopilot: Self-Service that gives your customers the luck of the Irish

Ever been to a St. Patrick’s Day parade? So much fun! But the massive crowds can be overwhelming, right? Now, imagine your agents each trying to juggle hundreds of customer service calls that seem even bigger than those crowds. Not so fun, huh? That’s where the magic of AI-driven self-service comes in.

Did you know that 81% of consumers attempt to self-serve while only 19% want to talk to a human agent? Also, according to Gartner, 85% of consumer interactions will take place without a human in the next five years, while only 15% will be managed by human agents. You need to be ready to meet that demand – with CXone Mpower Autopilot.

CXone Mpower Autopilot is an AI solution that helps customers get exactly what they need, all on their own – no agent required. It gives your customers a smooth, personalized self-service experience that goes beyond conversational, and actually feels human. Ever hear of the Blarney Stone in Ireland? Legend has it, kissing it bestows the kisser with the ability to communicate clearly in an impactful way.

That’s nothing compared to Autopilot. It learns from billions of interactions to understand customer intents. Then it takes all that shiny, green data and uses it to craft the perfect conversations that are so intuitive it will feel as if customers are chatting with a real person – with every answer they need.

4. Copilot: Help agents turn your service into a St. Patrick’s Day celebration

Even with customers preferring self-service most of the time, successful service is also about having a human touch when it counts. That’s where your agents can work some magic of their own, thanks to CXone Mpower Copilot for Agents. It’s like their own trusty sidekick, ready to help them with expert insights, the perfect next response, and saving them time to reach golden resolutions. It does everything except shine their buckled shoes (maybe next update).

Copilot takes care of the boring stuff like searching through knowledge bases and call history, so your agents can focus on what really matters — creating happy, loyal customers. A satisfying customer service interaction is like the perfect St. Patrick’s Day toast: cheerful, smooth, and leaves everyone feeling great. It’s that “here’s to you” moment where both the customer and agent celebrate a job well done.

No more wasted time or headaches with data or high agent turnover. Let Copilot handle the grunt work and watch your agents shine! Give your customers service more satisfying than a tasty meal of corned beef and cabbage, shepherd’s pie, and Guinness beef stew – all at once.

Leave luck to the clovers and embrace the strategy and technology

Here’s the deal: St. Patrick’s Day might be all about fun and luck, but in the serious world of customer service, it’s all about strategy and consistency. Your customers deserve something they can always depend on – like knowing the Chicago River will run green every year on March 17. With the right technology, you can give it to them every time.

By using unified automation and self-service solutions with CXone Mpower, you can deliver exceptional service that keeps your customers smiling like they're dancing a jig. Stop relying on leprechauns or even horseshoes because you just found the magic of NICE at the end of that rainbow.

Find out more about the power of AI automation with The Automation Playbook. Then read our eBook to discover how Autopilot can provide personalized self-service experiences worth their weight in gold.

And have a wonderful St. Paddy’s Day! I know I will.