AI: how the rise of the chatbot is fueling a futuristic present
It’s the much sought-after double whammy that has a big impact: improved customer service AND lower costs.
Organizations are obsessed with it, and rightly so.
And, of all the components that enable organizations to do everything they do, the communications technology stack presents one of the greatest opportunities to achieve great things on both fronts.
After all, it’s the myriad communication channels that directly connect an organization to the people it serves.
Do it better, faster, and more efficiently, and customer satisfaction scores start to skyrocket.
Do it more profitably and, well, you get the point.
Then how ?
In today’s always-on world, technology provides the answer.
Artificial intelligence was, not so long ago, a futuristic concept that had not yet matured enough to have a material impact.
Now super-smart chatbots and data analytics software have the readily available power to deliver that double whammy easily and affordably.
“The market has yet to fully embrace AI, but it is getting smarter and adoption is growing rapidly, which means now is a good time to start taking advantage of the opportunities it presents. “, declares Dennis Menard, application design specialist at enterprise global call center and IVR provider ComputerTalk, whose insight and expertise are helping a growing number of organizations do just that.
He breaks it down into three ways AI can bring benefits: first, an improved customer experience; second, improving internal efficiency; third, post-call analytics capable of supporting productivity improvement process redesign.
“Today’s modern customer is completely comfortable accessing information through an AI-powered chatbot – using the written or spoken word – and a system that takes advantage of language understanding natural means it can be almost as intuitive as talking to a real person,” Menard says.
“Voice models can be adapted to different languages, regional dialects or accents, and organizations can even use an employee’s voice if they wish. They simply register a set of keywords, and the AI is able to use them to compose perfectly consistent answers to customer questions.
“The same functionality can also be applied internally; provide human agents with a chatbot – almost like a personal assistant – to help them find inside information or answer customer questions in real time while a call is in progress.
“And, when a call is over, the AI is able to capture a recording and transcript and analyze the content to determine customer sentiment.
“Taken together, all of these benefits allow an organization to reduce call handler headcount, and therefore costs; provide a faster and better customer experience; and help organizations understand the quality of their interactions with customers and make improvements where they can”
Additionally, adding AI to the communication stack allows an organization to be “open” 24/7 – no need for complex and costly human rotation of call handlers; simply a route to and through an organization at whatever time of day or night a customer prefers.
No surprise, then, that adoption is on the rise.
There is a lot of noise in the AI space and strong pressure from many vendors to capture market share as the pace of maturity accelerates.
Microsoft, for example, has a comprehensive framework to help its users create their own bots of varying levels of sophistication.
However, as is always the case, choosing a truly expert partner is the most effective way to get it right the first time and quickly.
In ComputerTalk’s case, it not only provides native AI-powered communications software, but also a seamless gateway for organizations to integrate their own bot functionality directly into its “ice” contact center platform. elegant and powerful.
ice – which cleverly bridges the gap between legacy infrastructure and the modern brilliance of the Microsoft stack – uses Microsoft Teams Direct Routing to send calls to Teams-based human agents using a managed SBC network.
It allows agents to manage all interactions – voice, chat, email, SMS and social media – all within a single interface.
When these agents are replaced by natural language understanding chatbots, organizations’ digital transformations can really accelerate.
“This type of deployment is able to divert 80% of the most routine human agent interactions to a text-to-speech or voice-enabled chatbot,” Menard says.
“This leaves these agents free to handle the more complex interactions that still require human intervention, such as providing highly technical information or completing a sales process. Their numbers can be significantly reduced and they become experts in matter, as opposed to low-level request and interaction processors.
“These officers feel more empowered and their morale is up; and organizations deliver a better customer experience at a lower cost.
Never mind the double…it looks like one triple punch.
To learn more about how ComputerTalk can help your business grow and succeed, visit www.computer-talk.com