The Confluence of Where Robots and Humans are Delivering Great Customer Experiences - Sitel - ContactCenterWorld.com Blog
Sitel partnered with IQPC in this year’s 2017 IQPC Contact Center Executive Exchange and events. On March 19 in Frisco, TX, John Thompson, Sitel’s Vice President Business Development, Banking & Financial Services, hosted our first roundtable to facilitate a discussion on “Simplified Customer Experiences: Chatbots Are Here”. Here are his takeaways.
Prior to the Contact Center Executive Exchange last week in Frisco I published a post “teasing” topics for Sitel’s roundtable on Chatbots. I knew we had a great topic, however, my expectations were exceeded during the round table and the event as a whole.
A couple of highlights:
- Matt Dixon is consistently great at using stories and data to illustrate the core data points around customer effort. Check out his work.
- Adrian Guenther presented a very interesting case on how Speech Analytics was successfully implemented at Lincoln Financial.
Oh, Chatbots! - Yes, Chatbots were discussed and it didn’t go exactly as I expected…
Most everyone agreed that AI is the future of customer interaction. A way to automate interactions, gather data on customers and provide personalized service to customers. The discussion evolved to how big data, AWS or Watson are playing key roles and the emergence of startup companies who are pushing the tech further.
Ultimately the discussion landed on the big elephant in the room. How will AI transform Human Interaction?
In my own opinion, I think the “death” of Human Interaction is grossly overstated. I do believe in the evolution of Human Interaction. We can all but confirm that. The way in which each generation prefers to interact with each other has always evolved (heavily influenced by technology advancements). From hand-written letters to telephonic conversations, Text, Chat and Social Media. Messaging requires Human Interaction. Bots can be trained but the context and empathy needed in “moments of truth” that many brands have with their customers will require Human Interaction.
That is where experts like Sitel come into play. We are the voice for our customers. Typically the first voice our customer’s, customers hear. As experts in customer engagement, we arrive at this brave new world of context confident in our ability to deliver solutions that move customer engagement forward through technology and human interactions. The confluence of where Robots and Humans are delivering great customer experiences.
John Thompson, Vice President Business Development, Banking, Financial Services & Insurance | Follow John on Linkedin »
Publish Date: March 30, 2017 5:00 AM
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