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
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:
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.
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.
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.
Publish Date: June 27, 2017 5:00 AM
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.
Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.
|3.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|4.)||Call Tracking Metrics|
Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.
With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
|6.)||Comm100 Network Corporation|
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.
From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.
CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.
eGain omnichannel customer engagement solutions power digital transformation for leading brands.
Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.
Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey
|15.)||Fusion E-Solutions LLC|
omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.
|16.)||Hodusoft Pvt. Ltd.|
Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.
HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.
HoduCC allows customer support teams to provide personal, productive phone...
We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.
|18.)||Ivonesia Solusi Data|
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.
|19.)||Lieber & Associates|
Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.
A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
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