Customer service bots powered by AI algorithms are going to be a game-changer. But there are many things only humans can do. The two can work together.
Not too long ago, a friend of mine pulled out his phone to stream from the cloud the hoverboard scene from Back to the Future 2. He said “We should have had these in 2015! Why aren’t they
But that’s pretty normal. Once we have
Bots are able to interact with customer and clients in realistic, seamless ways. They are working through apps and
Bots will free time to handle the delicate and unexpected problems. They free people to take care of issues that an algorithm couldn’t ever understand, no matter its power. By handling the predictable, AI-driven bots improve your call center. That’s a future I’m glad to be present for.
What Chatbots Are
Chatbots are AI algorithms designed to interact with customers in a way that mimics human intelligence. This doesn’t just mean a robotic voice clanging out “He-LLO Miss-us SM-ith”. The bots are able to actually communicate, answering questions, providing guidance, and making
These algorithms are incredibly effective, too. Look at the Sephora example above. It’s the human who is giving one-word, almost robotic answers. The AI is actually acting warm and friendly. And that’s not a critique of the customer. They are able to save time by talking to a system that truly understands them.
Here’s just a partial list of what bots are doing and will be able to do:
There are going to be more and more uses of bots in customer care, as they become more sophisticated and more part of the app ecosystem. But will they replace customer service? Of course not.
Empathy over Algorithm: How Bots Will Create Better Customer Service
So it is growing. But do
But there are always more complicated items. There are problems that are unique to the caller that an algorithm can’t fix. There are issues that require empathy and creativity. There are customer issues that only someone who has been a customer, who has been on the other side, and who can walk a mile in their shoes, can handle. That is to say, a person.
With chats, though, that person won’t be overtired from dealing with 100 minor, easily fixable problems. They’ll be able to focus on the difficult problems, devoting more time to people, engaging in more hand-holding, being able to interact over multiple channels. There can be more
All of this, from the bots to the people, will make customer care better. That will make for a better experience for everyone, driving customer loyalty and improving employee morale.
The future isn’t what we always wanted. It can be even better.
RDI-Connect is your full-service call center and customer care partner. We combine cutting-edge technology with superior hiring and training procedures to give your organization the support it needs. Your success is ours. To learn more about how Artificial Intelligence will impact your business, please download our white paper, “Artificial Intelligence, Real Results: How AI Will Improve Your Call Center Experience”. To learn more about how we can partner with you, please connect with us today.
RDI Corporation was founded in 1978 and is headquartered in Blue Ash, Ohio. We provide precise business solutions through a fully integrated outsourcing model and our clients ranged from mid-sized corporations to distinguished Fortune 500 companies.