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Are chatbots necessary in UC contact centers? - TEO Technologies - ContactCenterWorld.com Blog

Are chatbots necessary in UC contact centers?

Remember chatbots? These creations were among the most hyped innovations in business technology just a few years ago. Facebook made a prominent commitment to implementing chatbots within its Messenger application, while Microsoft developed Tay, a bot with its own responsive Twitter account. The proposed uses for chatbots at the time were vast, covering everything from weather reports to assistance when shopping online.

In practice, chatbots weren't quite ready for prime time when many of them rolled out to mass audiences in 2016. Tay was shut down within hours after it behaved unpredictably in response to Twitter interactions and Facebook similarly decommissioned a few chatbots it had been using to test negotiation-specific language. These results were similar to the shortcomings of many other forms of artificial intelligence (AI), including IBM's "Jeopardy"-winning Watson AI, which while technically impressive can seem "dumb" when it comes to thinking like humans.

"Chatbots weren't quite ready for prime time when many of them rolled out to mass audiences in 2016."

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Chatbots in the contact center: Building on the success of messaging

Chatbots haven't gone away by any means, they've just moved out of the public eye and into narrower use cases, such as unified communications (UC) contact centers. Chatbots represent yet another channel for connecting customers to organizations, one that can potentially extend upon the advantages of live chat.

With chat, agents have already gained key advantages over phone and email, such as proactive nudging (i.e., a message offering to assist a customer on the site) and more granular recordkeeping (since chat logs are more easily searchable than call recordings). Chatbots can potentially extend and complement these capabilities by offering:

  • Lower operating expenses: Over the long term, contact center operators have steadily reduced the number of interactions requiring human intervention, meaning they can better navigate labor shortages. IT research firm Gartner has estimated that a majority of customer service calls don't require human mediation, a trend chatbots could sustain.
  • Accelerated responses: The same Gartner document predicted a sharp rise in the number of customer service contact attempts initiated by mobile devices by 2018. Accordingly, people will expect answers regardless of time or location. Ever-available chatbots can respond to their questions right away, without the long hold times or message gaps that often prompt customers to give up.
  • Integrations: Chatbots are software and as such can be integrated with many other business systems. For example, they could be connected to platforms for fetching account balances, viewing purchase histories or scheduling appointments and deliveries, making them akin to UC contact center agents who have similar info at their fingertips.

Indeed, chatbots may be better understood as extensions of current contact center improvements in automation and efficiency, rather than as disruptive innovations. UC contact center solutions such as Teo Contact Center already offer capabilities such as computer telephony integration (aka CTI). CTI allows agents to view account information details in real-time on their PCs during calls and can be used in tandem with automatic call distribution to optimize agent workflows and deliver personalized responses – something chatbots aren't currently good at.

Chatbots were one of the most covered tech topics back in 2016.

The place of the UC contact center in the future of customer service

Chatbots can be viewed as the tip of the spear for cloud computing's influence over customer service. The automation and scale of cloud-hosted resources has enabled more cost-effective and multifaceted contact center operations than were possible when on-premises infrastructure was the only option.

Even without chatbots, the benefits of cloud are interwoven with solutions like Teo Contact Center, which can be deployed in the cloud or locally depending on your organization's particular requirements (the feature set is identical regardless of implementation type). Deep integrations with existing business applications and legacy systems, a comprehensive interactive voice response system for resolving inquiries without agent intervention and a powerful outbound multimedia interaction controller make it easier than ever to support a modern contact center.

Contact Teo today to learn more about UC contact center offerings!

Source: https://www.teotech.com/research/news/are-chatbots-necessary-in-uc-contact-centers/

Publish Date: January 30, 2018 5:00 AM


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Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.

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Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

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Lieber & Associates

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Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

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Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
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Agents have the immediate positive feedback that reinforces good behaviors for self training.

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Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

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Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

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VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
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Service Quality Institute

Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

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The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
 



View more from TEO Technologies

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