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Chatbot and CX

CX Revolution- Why AI Is Changing The Game

The success of many companies is increasingly linked to the quality of the customer experience. This is also confirmed by studies by Gartner: where an astounding 80 percent of marketing managers assume that the customer experience area will play a decisive role in competition.

VoiceBots and Chabot’s are increasingly used to improve customer service. However, a number of myths have emerged from this successful technology campaign.

Bots are used more and more in customer service – and for good reason: They carry out routine activities such as ordering products, making payments and checking the account balance automatically. The advantages are apparent.

Research Supports The Growing Demand For Chatbots & Voicebots

According to Juniper Research analysts, catboats will save companies worldwide more than $ 8 billion a year by 2022. Chabot’s not only bring many advantages to companies, consumers are also more open to you. In fact, a recent report has shown that for 45 percent of customers, Chabot’s are the preferred means of communication for their requests.

Does that mean that contact centers just have to use a Chabot and can they already offer customers exceptional experiences at every touch point of their customer journey? Probably not … Such and similar myths lead to the wrong use of bots and ultimately to poor customer service. Before companies use bots to transform customer experiences, they have to be able to differentiate what bots can do and where they are limited.

Myth # 1: A bot just in case

Probably one of the most common myths about bots is that they are true all-rounders. While bots in general can increase efficiency and master a long list of challenges in many industries, a single bot cannot do all the tasks alone. The first step for companies that want to successfully integrate bots is to clearly define the problem to be solved and the desired results. The use cases should be targeted and clearly focused. That’s why sovran work with enterprise business to do a top to bottom analysis for where VoiceBots can deliver real world results.

For example, a Chabot can support customers with questions about their car insurance if it was developed for this particular application. But what he then cannot do is tell customers whether they are entitled to a rental car if their own car needs time-consuming maintenance. A VoiceBot can…it can take this analysis of a situation to the next level and be tuned to know what questions lead to what range of outcomes. This is about using artificial intelligence.

Myth # 2: Bots make people redundant

Another persistent erroneous belief is that bots are superheroes in customer service that can do the job of the agents anytime, anywhere. True to the motto: implement a bot and tada – a human agent is no longer needed. In reality, however, things look different: bots do not replace people, but expand their options for action.  AI technologies such as bots will not endanger jobs. They can replace mundane jobs and allow for EX improvements. Employee experience is vital in the need to recruit and retain staff. So a more challenging and fulfilling role addresses that.

Bots are predestined to take on simple, repetitive tasks. But in many situations people are needed – for example, because of their intuition, empathy and creative problem solving approaches.

Does this mean that companies have to choose between bots and human employees? The answer is: no! Because a real win-win situation for companies only arises when people and machines work in harmony. So, for example, if a customer has a conversation with a brand and speaks to both – bot and agent – who interact seamlessly with each other until the issue is resolved, the full potential of that connection unfolds. Both benefit from this: the customer and the employee. Customers are satisfied because their inquiries can be processed quickly and easily – while employees are freed from time-consuming and nerve-racking routine tasks. This allows them to focus on more complex and meaningful tasks. In many cases, bots work in the background to help agents find certain necessary information, among other things. In this way, customers can be offered the best possible service.

Myth # 3: Bots are only good for chatting

A third mistake is evident in the popular opinion that bots are limited to text and digital channels in their interaction with customers. With this approach, companies do not use the potential of bots. Leading companies, like sovran, are already offering technologies that allow bots to conduct voice channel conversations using a common management system. Bots that have been developed for the web, for example, can also be used for a 0800 number or called from a smart speaker.

In addition, bots can now do more than just conduct dialogues – they are increasingly using ready-made and integral processes or “micro-applications”. These make life easier for the user by providing a wealth of relevant content. Bots not only help customers get there faster, they also ensure that companies benefit optimally from every single customer contact.

Myth # 4: A bot requires a lot of IT resources

The misunderstanding that companies need a large IT department and a number of highly qualified data scientists to use and effectively use bots persists, but it is no longer up to date. Nowadays, technology is at a point where companies no longer need their own specialists to use chat and voice bots. However, the introduction of a bot requires thorough planning, design and development to ensure that it meets the specific requirements within the company. Successful bot implementations also require the involvement of important stakeholders who are involved in the customer journey – whether from the contact center, sales or marketing.

Bots: more than just myths…

“Digital first” is the maxim today, and companies must offer an excellent customer experience if they want to be competitive in the long term. Automation via bots is a big step in the right direction. To be able to use the technologies effectively, companies have to look behind the common myths. Only then can bots enable seamless and versatile interactions that delight customers and employees alike.

Forward-thinking companies recognize that despite innovative bots, they can only fully exploit their potential if they ensure that the technology is integrated into their contact center and customer experience functions. Bot technology therefore offers real added value if it is part of a well-designed customer journey in which chat, language and human interactions are seamlessly linked and used at exactly the right moment.

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