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AI and Customer Care Bots: Freeing Your People For the Tough Questions - RDI Corporation - ContactCenterWorld.com Blog

AI and Customer Care Bots: Freeing Your People For the Tough Questions

Customer service bots powered by AI algorithms are going to be a game-changer. But there are many things only humans can do. The two can work together. 

Not too long ago, a friend of mine pulled out his phone to stream from the cloud the hoverboard scene from Back to the Future 2. He said “We should have had these in 2015! Why aren’t they here. What kind of future is this?”  It was sort of a weird conversation, since he was using remarkable, jaw-dropping, world-changing technology to complain about not having a pretty useless gadget.

But that’s pretty normal. Once we have technology, we quickly accept it as “the present” instead of an amazing future. It’s the same with robots. They don’t seem to be everywhere, but just because we aren’t in Westworld doesn’t mean we’re not pretty consistently interacting with robots. When it comes to customer care, robots are already becoming your best friend.

Bots are able to interact with customer and clients in realistic, seamless ways. They are working through apps and chatboxes in order to streamline your customer service. But they aren’t replacing your employees. Rather, bots are able to handle the easier questions and more simple problems so that your employees can deal with the tough ones.

Bots will free time to handle the delicate and unexpected problems. They free people to take care of issues that an algorithm couldn’t ever understand, no matter its power. By handling the predictable, AI-driven bots improve your call center. That’s a future I’m glad to be present for.

What Chatbots Are

 

The sophisticated Sephora chatbot is run by the messaging app Kik

Chatbots are AI algorithms designed to interact with customers in a way that mimics human intelligence. This doesn’t just mean a robotic voice clanging out “He-LLO Miss-us SM-ith”. The bots are able to actually communicate, answering questions, providing guidance, and making sugesstions. They can do everything from pick out makeup to plan trips to walk a customer through a sales or service issue.

These algorithms are incredibly effective, too. Look at the Sephora example above. It’s the human who is giving one-word, almost robotic answers. The AI is actually acting warm and friendly. And that’s not a critique of the customer. They are able to save time by talking to a system that truly understands them.

Here’s just a partial list of what bots are doing and will be able to do:

  • Marketing tool to increase engagement. If a bot can respond intelligently to a tweet with a personalized message, is it really a bot?
  • Provide content. We’ve talked about using content to enhance customer service. A bot can have every video, graphic, blog post, and white paper memorized. It can steer customer the right way.
  • Handle purchases. A customer’s online and in-app purchases can be handled by a bot, who can answer questions, steer them toward products, give recommendations, and facilitate every aspect.
  • Streamline interactions. Should you be on hold for 10 minutes to talk to someone who is going to tell you to reboot your system, when a bot could do that instantly (and reboot the system automatically themselves)? Of course not. Nor should you tie up customer service to do something that can be done nearly autonomously. That’s where chatbots come in.

There are going to be more and more uses of bots in customer care, as they become more sophisticated and more part of the app ecosystem. But will they replace customer service? Of course not.

 

Taco Bell uses Slack to place orders. That’s great for a food joint, but what happens with bigger issues?
 

Empathy over Algorithm: How Bots Will Create Better Customer Service

We’ve talke a lot on this blog about how customer service needs to be more human, and we mean that. That doesn’t mean being afraid of technology, though. Technology is extremely helpful, which is why your third-party call center partner needs to be on the cutting edge of technology. We know the future is bots. Look at some of these numbers.

  • Facebook saved TWO BILLION DOLLARS using machine learning over 5 years (Source)
  • 10,000 UK Companies are using chatbots to augment their service teams (Source)
  • By 2020, 85% of customer interactions could be algorithm-powered (Source)
  • 60% of chatbot users are between 13 and 19. (Source)
  • Kik users have sent branded chatbots more than 2,000,000,000 messages (Source)

 

So it is growing. But do peopl always want to talk to bots? Well,  interestingly, bots can help with humanization, with their human mimicry. But it is more than that. I think people are fine interacting with bots on the easy stuff. “My cable is out, why?” can be met with a quick “service in your area” rather than waiting on hold.

But there are always more complicated items. There are problems that are unique to the caller that an algorithm can’t fix. There are issues that require empathy and creativity. There are customer issues that only someone who has been a customer, who has been on the other side, and who can walk a mile in their shoes, can handle. That is to say, a person.

With chats, though, that person won’t be overtired from dealing with 100 minor, easily fixable problems. They’ll be able to focus on the difficult problems, devoting more time to people, engaging in more hand-holding, being able to interact over multiple channels. There can be more training, and more guidance.

All of this, from the bots to the people, will make customer care better. That will make for a better experience for everyone, driving customer loyalty and improving employee morale.

The future isn’t what we always wanted. It can be even better.

RDI-Connect is your full-service call center and customer care partner. We combine cutting-edge technology with superior hiring and training procedures to give your organization the support it needs. Your success is ours. To learn more about how Artificial Intelligence will impact your business, please download our white paper, “Artificial Intelligence, Real Results: How AI Will Improve Your Call Center Experience”. To learn more about how we can partner with you, please connect with us today.

Source: http://blog.rdi-connect.com/ai-and-customer-care-bots-freeing-your-people-for-the-tough-questions

Publish Date: June 27, 2017 5:00 AM


2020 Buyers Guide Consultancies

 
1.) 
Call Center Masters

Giving consulting services to call centers

2.) 
CC-CMM Certification Institute

CC-CMM Certification

3.) 
COPC

Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
PH: 1.407.304.9032

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CTCOMM

Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

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Customer Support Asia

Offshoring
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
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CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287

7.) 
ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440

8.) 
Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

9.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

10.) 
Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

11.) 
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Marketing Communications
Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.
PH: 434-589-2131

12.) 
proceo.consulting

We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

13.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.
PH: 0217991445

14.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)
PH: 954-444-3668

15.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
PH: 8663343739

16.) 
Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197
 



View more from RDI Corporation

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The Importance of Employee Retention in Customer Care CentersJuly 6, 2017 5:00 AM
The Emotional Intuition Factor: Why Humans are More Important Than AI in Customer CareJune 29, 2017 5:00 AM
AI and Customer Care Bots: Freeing Your People For the Tough QuestionsJune 27, 2017 5:00 AM
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