May 11, 2018

Chatbots Are Great, But Don't Forget the Human Touch

Artificial intelligence and chatbots can help customer service organizations answer customer calls more quickly and at all hours. But businesses need to provide the human touch to truly connect with customers in a lasting way.

These two ideas may seem at odds. But, in fact, they can work together to provide the perfect balance for both businesses and customers.

Clearly, organizations are putting more focus on customer experience today in light of the always-on consumer, digital disruptors, and the general increase in customer expectations. But while CX strategies have moved center stage, most companies can’t or don’t want to pay employees or contractors to answer customer requests at all hours of the day or night. And the number of customer inquiries often far exceeds the number of customer service people who are available at a given time.

So businesses can employ chatbots to provide automated answers to customers during off hours and when live agents aren’t otherwise available. Chatbots can also serve to take initial information from customers, and then hand off those requests to others – along with the information they’ve gathered, so customers don’t have to start all over again when they come in contact with a human agent.

Chatbots are pretty good at answering simple questions and collecting basic information, and they’re getting better as artificial intelligence and natural language processing improves, and AI solutions learn over time. Humans may need to take over when interactions and requests become more complex, detailed, and nuanced. But AI and chatbots can handle some of the basics.

And solutions from companies like CallSpace, which identify and score callers so businesses know how to prioritize work, can help with that,” says CallSpace. “You must think like a customer in order to make customer service more human. This will help you in anticipating the common questions that may arise after your company provides a new service or product. Make a list of all the initial inquiries and answer them. Always try to provide additional information about the service or product for the benefit of the customer and answer all the additional questions that might arise.”

Edited by Maurice Nagle

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