Will Chatbots Replace Humans? - StarTek - ContactCenterWorld.com Blog
Chatbot seems to be the new buzzword in customer experience, but will the rise of chatbots mean the end of human engagement specialists (agents)?
Don’t bet on it. While artificial intelligence and machine learning have made significant progress in understanding human language and enabling chatbots to hold a human-like conversation, there’s something still missing for most customers: the human touch.
Despite the digital age—or maybe because of it—what customers desire most from their interaction with brands is to know that someone cares about them and will help them resolve their issues. In fact, STARTEK will soon be publishing research results that clearly show this preference for human connection regardless of channel.
Should you use chatbots?
That’s not to say that you shouldn’t deploy chatbots for low-value/low-complexity customer interactions. Chatbots can be a cost-effective self-service tool that increases customer satisfaction while it reduces your cost to serve. When designed correctly, chatbots can effectively free up your human engagement specialists for higher value (both to the customer and to your business) interactions.
Digital ≠ no human interaction
The trouble with the chatbot craze is that companies make the mistake of thinking that all digital channels require less human interaction and conversation. In fact, digital channels require even more human communication skills than ever. When a chatbot fails to enable a customer to self-serve, it takes a human engagement specialist to step in and engage with that customer in a meaningful way.
And that engagement is critical to customer satisfaction, loyalty, and lifetime customer value. Customer engagement is an emotional connection with your brand, but you only get an emotional response when there are people communicating in an authentic way. True customer engagement requires human dialogue that builds and strengthens the emotional connection. Chatbots—at least in their current and near-future forms—cannot create an emotional connection.
Wanted: conversation specialists
It doesn’t mean that just any human will do. Now more than ever, your company needs to hire and train engagement specialists to be conversation professionals who can frame adverse situations thoughtfully, educate customers, and anticipate customer needs. While chatbots have their place in self-service, authentic conversation based on scientifically proven dialogue habits is the best approach to drive a significant and lasting impact on customer satisfaction.
Publish Date: August 10, 2017 5:00 AM
|All Suppliers||Get Listed|
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Working with many UK contact centres and countless high-street brands, Premier CX are a customer touch point agency. As a provider of audio and visual solutions, Premier CX reduce costs and increase c...
Advanced AI technology and Natural Language Processing delivered to clients in the Cloud that harnesses both voice and digital conversations. The focus is on building an environment where intelligent ...
View more from StarTek
Recent Blog Posts:
|It’s That Time of Year: Is Your Engagement Center Ready?||November 22, 2017 5:00 AM|
|3 Big Trends for Customer Service in 2018||November 16, 2017 5:00 AM|
|Will Chatbots Take Over Healthcare Customer Service?||November 9, 2017 5:00 AM|
|Machine or Human? Do Consumers Like Using Chatbots?||October 26, 2017 5:00 AM|
|Don’t Chatbot Me: Consumers Want a Human on the Other End of the Conversation||October 12, 2017 5:00 AM|
|Travel Company Takes Customer Satisfaction to New Heights||September 7, 2017 5:00 AM|
|Will Chatbots Replace Humans?||August 10, 2017 5:00 AM|
|The Science of Dialogue: STARTEK’s Dialogue Expert, Ted Nardin, discusses the future of contact centers||May 25, 2017 5:00 AM|
|Move the Needle on Satisfaction Scores: 3 Things Every Call Center Needs to Do Now||May 18, 2017 5:00 AM|
|Designing your contact center for greatness: How communication design increases performance impact||March 30, 2017 5:00 AM|