“Perhaps everyone will have a Google Home in the future. Or in the energy sector, where a voice assistant communicates with the smart thermostat or answers questions about solar panels. The first applications are already in place, for instance within the supermarket sector, where voice assistants help answer questions about delivery times and offers. The popularity of voice assistants like Google Home and Alexa, make it very likely that voice will become an integral part of service over the coming years. Next to chatbots, smart speakers are currently the fastest growing tech trend. It is important that this be reported directly. Customer service employees who work hand in hand with the chatbot are usually the first to notice if a chatbot is not behaving as it should. Ideally, there should be a direct line of communication between the customer service staff and the product owner or technical team that is directly responsible for the chatbot. Here too, the role of customer service employees is crucial. The emergence of user-friendly platforms enables organisations to become more involved in the development and maintenance of chatbots. The service agent that picks up the question afterwards will have been provided with all the necessary information in order to help the customer quickly, and can therefore spend the time that had been saved on more complex cases. A chatbot is an excellent solution in this case because it can aid the customer service agent by automatically requesting the missing information from the customer. So, the time normally spent on a simple case like this increases, which may cause frustration for both the customer and the employee. Often customers don’t provide their order number and/or email address in their initial message, which means that a customer service agent needs to request this information in order to fully be able to help the customer. E-commerce organisations receive a lot of questions regarding orders. Imagine, for example, a chatbot that does all the prep work for the service employee’s part of the job. By automating a part of the service, customer service employees have more time to solve complex tasks, which makes their work more meaningful, and less mundane. The best results are achieved through a collaboration between people and bots. Routine and predictable tasks can easily be automated, however, for complex and ambiguous tasks, human-to-human interaction is still important - because in order to truly understand customers and respond to their individual needs, we need human empathy, creativity and sensitivity. This however doesn’t mean that humans will be entirely replaced by chatbots. However, the content of the work will change and new positions will emerge.” – ALEXANDER DE RUITER, CEO AT OBI4WAN Robots will not be able to replace humans. “Although bots are becoming more intelligent, we believe that the human workforce will continue to be necessary. If we believe Gartner’s forecast, then we can expect to see many more successful chatbot applications in practice in the coming years.” – ALEXANDER DE RUITER, CEO AT OBI4WAN “Chatbot technology is easily accessible, even for small and medium-sized businesses. Gartner predicts that by 2021, 15% of all customer service interactions will be handled entirely by AI, which would be a 400% increase from 2017. As virtual assistants that work hand in hand with customer service agents, chatbots make customer service more efficient, while increasing both customer and employee satisfaction.ĪI taking over customer service interactions Chatbots are an important means for automating customer contact. This shift in communication to more closed channels has lead to an increase in messages and has therefore put more pressure on the customer service departments who deal with these. For some time now we have seen a shift from customer contact via public social media channels to customer contact via live chat and messaging channels, such as WhatsApp and Facebook Messenger. Customer service - largest chatbot domainĬhatbots are taking off, especially in customer service where organisations are many times challenged to provide fast, personal, high quality and around-the-clock service via multiple digital channels.
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