Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Bots may be useful, but it can never replace Human Contact - Livesalesman - ContactCenterWorld.com Blog

Bots may be useful, but it can never replace Human Contact

In the last few years, since the bots have arrived on the customer service scene, companies are in a constant quandary as what to do- whether to give more space and responsibilities to this Artificial Intelligence device called a bot or to stick with the time-tested approach of human intervention? Brands have been quick to adapt to this new technology but customers crave for human contact. We interviewed some of the customers we serve in our call center outsourcing company to understand why and it revealed some very interesting facts.

Humans prefer talking to humans, not machines

When customers call customer support, they are looking to speak with a live human. They preferred narrating their experience to customer service outsourcing agents who offered them effective and lasting solutions. There were very few customers who after getting in touch with the customer support department, showed their inclination to engage with bots. They were just not interested in having a conversation with a machine. Some of them even got offended when given the option to interact through a bot.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

It is evident that relying on bots too much may help you cut corners in short term but admittedly it is a huge turnoff to explain yourself to a machine and will ultimately send your customers running for the hills. There is a general impression among customers that these computer-aided tools can never match the skills of a real agent. Hence, this creates a lack of faith in such systems.

Real issues need real call center agents

Talking of complex and technical issues, you can’t do without human intervention. On average, most of such calls made to the customer support service are unique and need discussion with live call center outsourcing agents who are capable of logically understanding the customer’s problem and accordingly react and adapt to the situation to resolve the issue. Artificial intelligence driven applications and programs are as good as the information that is fed to their databases and while it can regurgitate information from a knowledge base for a standard routine query, it cannot use that information to come up with a solution or troubleshooting to a complex or technical problem. Chatbots are incapable of thinking out of the box, at least for now.

Chatbots cannot empathize

Chatbots cannot soothe the frayed nerves of upset customers. A live call center outsourcing agent, on the other hand, can empathize with an unhappy customer to calm him down and get to the issue much faster. Customers reported that they feel the Chatbots sound pretty insensitive and their lack of empathy makes them uncomfortable in discussing personal or delicate matters with them such as a health issue or a financial trouble they may be going through. It is pretty often that customers discuss such matters with customer service outsourcing agents, which aids in building a rapport with customers. This impacts customer experience and satisfaction.

Security concerns Security risks

In the last few years, there has been a lot of debate regarding consumers’ data security. Hence, the onus lies on companies to assure their customers about how they store and use their data. There is a palpable trust deficit that is hampering the adaptability of artificial intelligence driven tools such as Chatbots. For Chatbots to work efficiently and more sophisticatedly, brands need to store customer data, however, customers apprehend data breaches or getting their information stolen by hackers. Another major concern is that they fear that brands may share their information with third parties without their explicit authorization. This is why majority of the customers don’t even submit personal information. Because of the lack of trust issues, a good number of consumers are afraid to give their personal information to a Chabot.

Customers don’t trust Chatbots while purchasing high-value items

There are specific situations where customers find Chatbots inadequate. Customers would not trust a Chatbot if they are purchasing an expensive item, primarily because they are apprehensive about the Chabot making a mistake. If the query is related to an ordinary sports shoe, a comparatively low-value item, customers may not be averse to talking to a bot but imagine when the customer wants information related to an expensive $20,000 Rolex watch, rest assured the customer wouldn’t buy before a detailed discussion with a live customer service outsourcing agent.

Not usable and accessible for all

Old customers, especially people above 65 years have shown discomfort in using Chatbots. Older generation does feel overwhelmed by new technology and are resistant to depending on it as their foremost source of assistance. They would much rather talk to a live call center outsourcing agent. People with disabilities also feel challenged by latest tech.

You can’t do without a Customer Service Agent

The million-dollar question remains is which medium to adopt and why. Here, the most important thing will be to identify the customer’s actual needs.

At the beginning itself, it needs to be established whether the query is more in the line of Q&A format conversation or a discovery process? A bot can handle simple FAQ kind routine questions, because it involves data and provided it is designed well, this computer-aided device can tackle such operations efficiently. However, if a customer is looking for an informed recommendation, a Chatbot will be futile. What is needed is a detailed discussion with the call center agent who can understand his needs.

For instance, to keep the things in the right perspective, take an example of a customer who wants to know in detail about the cancellation policy of a gold- gym membership as opposed to knowing about the workouts and a fitness plan with their gym- trainer. Seeking information about the gym membership is generic which can be ably handled by a bot but speaking to the trainer to devise a custom made set of exercises, the customer is banking on the trainer’s professional expertise which needs a human touch and a machine can never satisfy the prospective client who may have more than few doubts.

Despite Chatbots becoming advanced and sophisticated tools, the fact remains that it cannot replace a human customer service outsourcing agent. Around 83% of consumers acknowledged in a survey that they anytime prefer human interaction over digital channels when they are looking for solutions to their customer service-related issues.

Chatbots have limited role

It’s not as if chatbots are completely useless. They can still be used but in limited and in specific cases. So, when we have issues related to payment updates, compliance issues, due dates, anything which has numbers – you can pass on such queries to a bot. Here, we are dealing with issues that are either right or wrong and you want to be 100% sure the data is correct for the end-user.

Brands are under a lot of pressure to enhance the customer experience and sometimes they adopt new technology without even giving a serious thought whether the evolving technology will make them more efficient or not. Most of the customer-related queries pertain to some huge deficiencies on the part of the company and would need an animated one-to-one interaction with the customer care agent.

At the same time, there are some routine issues related to payments and FAQs that could be easily tackled through a bot. Therefore, the future of call center outsourcing belongs to the harmonious blend of human intervention together with the Artificial Intelligence device like a bot. In the end, it will be apt to say that your chatbot and customer service team should work in sync to create a seamless customer service experience.

 

Source: https://livesalesman.com/bots-may-be-useful-but-it-can-never-replace-human-contact/

Publish Date: February 12, 2020


2022 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

7.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 



View more from Livesalesman

Recent Blog Posts:
Covid-19: How to adapt your Customer Service in these strange timesMay 5, 2020
Decoding Customer Service: Valuable lessons I have learnt first handApril 24, 2020
Why Do Customers Make their Terrible Customer Service Experiences Public?April 8, 2020
7 Unforeseen Customer Instances and Ways To Handle ThoseApril 1, 2020
How to Overcome Common Roadblocks to Provide Efficient Multilingual Customer SupportMarch 27, 2020
Coronavirus: How to make sure you don’t lose your customers in this crisisMarch 23, 2020
How to foster creativity in your customer serviceMarch 16, 2020
The mountain of support QA and ways to scale its peakMarch 12, 2020
7 Things great call center managers do every dayMarch 9, 2020
How eCommerce businesses should deal with post holiday returnsMarch 4, 2020

CCWorld-TV

CCW TV PROGRAMMING

Centralised Healthcare System Managed By The Contact Center - Assistt (Turkey)
Jul 12

About us - in 60 seconds!

Submit Event

Upcoming Events

The 17th Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 999 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =