Chat­bots And Agents: The New Co-Work­ers

Hu­mans are, and will re­main un­equiv­o­cally cru­cial to the cus­tomer ser­vice and sup­port par­a­digm, al­beit, in a dif­fer­ent role

Dataquest - - CONTENTS - (The au­thor is MD, LogMeIn In­dia)

The times are chang­ing, and quite rapidly at that. The cur­rent pos­si­bil­i­ties with tech­nol­ogy are lim­it­less, what with SpaceX launch­ing a car into space and buy­ing de­ci­sions be­ing made with the as­sis­tance of aug­mented re­al­ity. Ar­ti­fi­cial In­tel­li­gence (AI) is get­ting in­te­grated into var­i­ous in­dus­tries, in­clud­ing, cus­tomer ser­vice. Right from help­ing cus­tomers un­der­stand ship­ping and re­turn poli­cies, to get­ting them the in­ter­na­tional getaway they have al­ways wanted, AI. pow­ered chat­bots that are help­ing cus­tomers with ev­ery­thing. With use cases ex- pand­ing, and tech­nol­ogy evolv­ing, one ques­tion has of­ten been asked in the re­cent past – Where do hu­mans fit in?

The an­swer - hu­mans are still a vi­tal part of the equa­tion. Hu­mans are, and will re­main un­equiv­o­cally cru­cial to the cus­tomer ser­vice and sup­port par­a­digm, al­beit, in a dif­fer­ent role. AI. has brought about great changes in the way cus­tomer ser­vice is de­liv­ered but it would be in­cor­rect to as­sume that A.I. can sin­gu­larly be a provider of cus­tomer ser­vice, and tend to all of a cus­tomers’ needs. This how­ever, is where many com­pa­nies fal­ter, by at­tempt­ing

to take away the hu­man el­e­ment. In or­der to suc­cess­fully nav­i­gate these new wa­ters, a com­pany must know where us­ing AI. for cus­tomer ser­vice will get them bet­ter re­sults, and where a hu­man agent is nec­es­sary. AI. can help with solv­ing sim­ple queries quickly, help­ing com­pa­nies pro­vide faster res­o­lu­tion to repet­i­tive and mun­dane queries, even round the clock. Al­though A.I tech­nol­ogy has im­proved leaps and bounds in the last few years, and is get­ting bet­ter at han­dling com­plex ques­tions, what it lacks in, is em­pa­thy and emo­tional in­tel­li­gence. A hu­man agent brings this in­dis­pens­able and in­valu­able as­pect to the equa­tion, which he/she can make use of to foster mean­ing­ful cus­tomer re­la­tion­ships. The ef­fi­cacy of a good con­ver­sa­tion should never be un­der­es­ti­mated, and it can help dif­fuse emo­tion­ally charged com­plex sit­u­a­tions, across a myr­iad of cir­cum­stances.

A sym­bi­otic re­la­tion­ship be­tween agents and chat­bots will help cre­ate a mod­ern and ef­fec­tive cus­tomer ex­pe­ri­ence that re­sults in higher CSAT scores, lower costs, and fiercer brand loy­alty. And this in­ter­de­pen­dence goes far be­yond the idea that chat­bots can help cus­tomers in one sce­nario, and peo­ple will help in the oth­ers. Com­pa­nies need to adopt a hy­brid ap­proach – one where the agents and the soft­ware work to­gether like old friends – seam­lessly watch­ing each other’s back, and stepping in for the other, when­ever re­quired. They need to work to­gether as a team – help­ing each other, along the en­tire jour­ney.

Here are a few ways that A.I. can be your agent’s best friend: Work­load Bal­ance: Chat­bots can help take work off an agent’s de­mand­ing sched­ule – tak­ing on those dull, com­mon­place re­quests that bog down their day. Cus­tomers gain the ben­e­fit of get­ting speedy re­sponses day or night, and agents have the band­width to han­dle high-touch, com­plex is­sues that cre­ate more im­pact­ful en­gage­ments

The P.A: Ask some­one with a choc-a-bloc sched­ule as to who their best friend is, and more of­ten than not, they will name their P.A. Why? Be­cause per­sonal as­sis­tants work tire­lessly and self­lessly to make sure that they are pre­pared for ev­ery sit­u­a­tion. For an agent, a chat­bot can quickly and ef­fi­ciently gather nec­es­sary cus­tomer in­for­ma­tion to help an agent in­ter­ac­tion — in­clud­ing the cus­tomer’s his­tory with the brand and the con­text of the in­ter­ac­tion so far, so that agents can dive right into solv­ing the is­sue

Give Ad­vice: When in­te­grated right, chat­bots can al­ways live in the back­ground, as­sist­ing hu­man agents dur­ing cus­tomer en­gage­ments – mak­ing rec­om­men­da­tions on re­sponses, as­sets to pro­vide, or up­sell op­por­tu­ni­ties. This helps both the bot and the agents con­tin­u­ally learn so they both can grow to­gether and be­come quicker at iden­ti­fy­ing and solv­ing cus­tomer prob­lems Com­pa­nies strive to cre­ate ex­pe­ri­ences that keep cus­tomers happy and loyal. A cus­tomer-cen­tric ap­proach is im­por­tant to be­come and re­main suc­cess­ful, and thus, good cus­tomer ex­pe­ri­ence should be a pri­or­ity. Adding a bot seam­lessly into the mix can help cre­ate faster res­o­lu­tions, per­son­al­ized in­ter­ac­tions, and ul­ti­mately, sat­is­fied cus­tomers.

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