Chatbots: Friend or Foe?
The advancements being made in Artificial Intelligence (AI) are nothing short of amazing. AI, and specifically Chatbots, is increasingly being utilized in first contact resolution to help customers with questions as they shop online.
Fortunately, humans remain a crucial aspect of delivering personalized customer service. It’s tempting to imagine all the ways in which AI could be implemented in the future to truly automate every aspect of the customer buying journey, and meet their needs, but this is not realistic today. It is impossible (at least right now) to remove humans from the process and provide the level of service customers expect, and deserve.
Chatbots are helping companies succeed by supplementing productivity through identifying the reason for the chat through asking a series of simple questions. By responding with some canned responses to the most repetitive and predictable queries, human agents are free to answer the more in-depth questions from consumers.
By identifying the purpose of the conversation, Chatbots can correctly route customers to the right expert, which should ease the workload of the team. They are literally designed to do this in the most efficient way possible, thus allowing agents to focus on problem-solving. Customers appreciate a personalized experience because they feel valued. Agents appreciate being able to do their job well and do it fast while providing the personal attention that will set your brand apart.
Technology is making great strides with conversational AI and handling the more complicated queries through detecting sentiment and advanced learning. However, AI will never be able to express empathy since it does not possess any emotional intelligence. In highly emotional situations customers should chat with someone who understands how they feel about the situation and responds accordingly.
To create a shopping experience that improves customer satisfaction (CSAT) scores, brands will ideally have agents will collaborate closely with their Chatbot companions, and this should go well beyond assigning Chatbots to tackle certain scenarios while agents are assigned for other situations. It is best if they work as a team end-to-end, through the support workflow.
AI can make suggestions as to what the best response would be in any given situation and provide recommendations on how to upsell. This not only helps agents and the Chatbots to keep learning but can seriously impact your basket size and ultimately make your service team a revenue-generating one.
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