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Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference? - Sestek - ContactCenterWorld.com Blog

Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference?

Conversational technologies have been on our agenda for a long time, and these technologies are expressed with various concepts such as bots, virtual assistants, digital assistants, chatbots, etc. Is it really necessary to have so many terms that we witness new ones being added every day? Are these increasingly confusing concepts that important?

As someone who has spent 20 years in the technology field and believes that communication is a multi-channel experience, I have never liked the term “chatbot” since I first heard it. If we look at the history of this technology, which has become increasingly popular since 2016 and presented as if it were a new discovery; we can see that its foundations were laid in 1950 with the discovery of the “Turing Test” by a world-renowned mathematics professor named Alan Turing. The Turing Test determines whether a machine can demonstrate human intelligence. If a machine can engage in a conversation with a human without being detected as a machine, this means it demonstrates human intelligence.

The Evolution of Customer Service Automation

In fact, in the process triggered by the Industrial Revolution, the basic expectation of human beings from technology was the more effective use of machines in many fields that require manpower. The increasing use of machinery in the customer service area, which we, as Sestek, also focus on, has often resulted in customer dissatisfaction, especially in the first examples in the past.

Primitive versions of voice recognition, bots, and similar technological solutions started to be used in the 1990s. Although they provided cost advantages to companies, they were insufficient in terms of customer experience and therefore led to customer dissatisfaction. In recent years, rapid development in AI technologies such as deep learning, machine learning, etc., increased the success of such technologies positioned in the customer service automation field.

The Real Matter is the Right Experience Design

Bot, chatbot, virtual assistant, digital assistant… Whatever the name given to technology, the basis of a successful self-service solution lies in the correct design of the customer experience. Instead of only cost-oriented designs, bots that offer human-like conversations -except reflecting their emotions as humans do- and provide 24/7 service have entered our lives.

I’m sure that some people reading this piece will say, “When we call or text banks, we don’t want technologies that don’t make us talk to real people.”. But believe me, those who deal with a properly designed system integrated with the right technologies, within six months at the latest, report a better satisfaction result than their previous experience.

In this regard, I would like to explain with an example why technology has gained an unstoppable speed. You may think it would be more practical for a 70-80-year-old user to tell customer service about his problems with a live representative. But, let’s imagine that the virtual assistant provides personalized service to that person as soon as he calls customer service, understands everything he says, and performs his transactions five times faster than in the past. In such an experience, both the service recipient and the service provider will be happy.

An Undeniable Need: “Omnichannel”

We have seen in the pandemic that our service demands have almost completely moved to the digital environment, and our communication experience has changed irreversibly. One of the most important issues when positioning bots here is to offer an “omnichannel,” that is, a “single experience” independent of the channel. Namely, you get service from an e-commerce company, and when you contact customer service, you expect it to give you the same experience from every channel. When you call the contact center, submit a support ticket on a website, or communicate with WhatsApp or a voice assistant, you have only one expectation: You want your request or problem to be understood and answered accurately as soon as possible. At this point, there are many solutions that look like “chatbots” at first glance but can’t actually offer this experience. These solutions, which work independently of other customer channels, remain unaware of the dialog initiated by the customer in a different channel. This means that the customer has to express herself again and again in every channel, thus causing loss of time and customer dissatisfaction.

Conclusion

Whether it is called “chatbot,” “virtual assistant,” or a different term, these technologies, which are at the center of customer service automation today, are based on the principle that users receive service by communicating with systems. When designed correctly, these technologies enable transactions in a much shorter time for users. With the automation they provide, they offer cost advantages and efficiency to businesses. Regardless of the purpose of use, these technologies need to be developed based on customer needs and introduced to customers in a way that best meets their expectations. In other words, the customer is at the center of the business, and only the work carried out based on this fact can be successful.

Source: https://www.sestek.com/2021/09/chatbot-virtual-assistant-digital-assistant-whats-the-difference/

Publish Date: September 21, 2021


2022 Buyers Guide Automation

 
1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



View more from Sestek

Recent Blog Posts:
Conversational Analytics: The Secret to Quality Customer ServiceSeptember 17, 2022
Perfecting the Airport Experience with Conversational AIAugust 16, 2022
CEO Interview: Knovvu is the Beginning of a New Era for SestekJuly 6, 2022
Employee Experience, Customer Experience, Total Experience: How are They All Connected?May 16, 2022
Speech Analytics Come to Rescue for Better CXApril 13, 2022
Voice: Still the Most Natural, the Most Comfortable and the SafestDecember 20, 2021
From Single-Use Bots to Intelligent One-for-All BotsNovember 11, 2021
Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference?September 21, 2021
The Evolution of Machine Learning: Explainable AIJuly 13, 2021
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021

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