It is exciting times for the contact center industry and new AI technology is welcomed and put to use for the benefit of both customers and agents. In this post, we take a closer look at the three most important uses of chat remedy solutions.
Last year, Gartner predicted that virtual customer assistants or chatbots will dominate the contact center industry by 2020. Half of the organizations have already invested in such technology to strengthen and develop their customer service. However, despite all the hype and discussion around chatbots and Artificial Intelligence (AI), there is still considerable uncertainty about what value they can add and there is pretty great resistance to using these new technologies.
But there is no doubt that there are interesting times with exciting opportunities to use chatbots, and many companies are now spending time and resources to analyze how to use this new technology in customer and business processes. It is about improving response times and improving the quality of the customer dialogue, while at the same time having to increase competence internally and look at work processes with new eyes. Bots are here to stop, but how is the new technology used in the best possible way?
Three current uses for chatbots
Here we give three important examples of how to use bots to improve customer conversations and increase the efficiency of customer service employees in the quest to provide even better service.
Direct transaction contact with customers. These are old common chatbots as if we got to know them and their function when they mainly focus on the customer. They are designed as a cost-effective complement to the organization’s self-service. The remedy is integrated directly into the contact center solution with the aim of improving the first contact with customers and saving valuable real-time contact with the agents. Contact centers that have already made existing investments in chatbots have the opportunity to easily add their own cure and link it to existing contact center infrastructure.
Chatbots provide important indications. In many ways, chatbots are a chat version of IVR because they act as a smart and agile first contact when transferring customer calls to human agents. Chatbots bridge the digital and human spheres by ensuring that agents have all the relevant information they need when handing over the call. This way, the customer gets a good experience from start to finish and the agents get all the support they need to have a good customer dialogue.
Dedicated virtual personal assistant for agents. The latest application of chatbots maximizes AI learning from the contact center and other parts of the business. The purpose is to provide the real-time information needed by the agents along with solutions to customer questions. Media archives within the Contact Center solution are a perfect place to create a living library of machine learning and historical records of past chat interactions.
Transcribed voice calls that are full of unstructured data are thus converted into easily searchable structured data thanks to the power of AI. A new family of “cure buddies” allows agents to increase their performance on the job and give customers a positive experience of contact. Agents can use voice or text communication while virtual technology works hard behind the scenes to respond to requests from agents and support staff in real-time using embedded intelligence.
What role will chatbots play in 2020?
Some may think that it is still unclear what role bot solutions for chat will have in 2020, but one thing is certain: bots will become an important integral part of customer service! According to Gartner, more than 50% of companies will invest more in bots and chatbots annually, than on traditional mobile app development 2021 the companies integrate in the best way.