What are Chatbots?

Chatbots offer a world of convenience for contact centers

What are Chatbots?

The long-standing debate that technology, namely Artificial Intelligence, will replace human contact center agents is false. It couldn’t be further from the truth. Chatbots aren’t built to replace humans, rather enhance what real agents do, which can lead to improved CX and increased productivity.

Accenture forecasts, what AI will do is increase enterprise productivity by 40 percent by the year 2035. PWC predicts the greatest economic gains from AI will come from China, with a 26 percent bump in GDP by 2030, followed by North America, which should create a 14.5 percent rise in GDP. That’s the equivalent of $10.7 trillion, nearly 70 percent of the total global economic economy.

Chatbots are an extension of AI, capable of handling text and voice-based customer chats. These intelligent algorithms solve countless problems for customers dialing into a contact center for help, including delivering self-service options, finding the information they requested, and often result in faster resolutions to customer queries. Such functionalities might alleviate the stress felt by agents because bots can work nonstop, meaning we could expect to see a surge in chatbots in the coming years.

Leveraging Data From Chatbots

Enterprise leaders who install chatbots into their contact center environments are forward-thinkers. They probably also understand the value of freeing up agents to handle more advanced tasks that need a human touch.

Alison Greenberg is CEO at aflow, a New York City-based conversation design studio. She, along with Co-Founder Seth Miller, develop chatbots as well as voice experiences. Greenberg told me:

“Chatbots are a channel for information. With chatbots, you can funnel any conversation and business transaction, through a messaging platform including Facebook Messanger, Google Hangouts, IVR, and even Alexa. This is especially true if you collect data using an API”

She said developers, can build in data from APIs into the design of chatbots. According to Greenberg, this is one way to leverage data to give chatbots more of a personal touch when conversing with customers. She did warn that businesses should be transparent about data they harvest, telling clients where data comes from as well as how they use their data.

Contact Center Success Relies on Robust Technology

Alison Greenberg and Seth Miller aflow UC Today

Alison Greenberg and Seth Miller of aflow

During our interview, Greenberg shared, she also believes, for contact center agents, IVRs, and chatbots, to be successful, they must have robust text-to-speech capabilities. This, paired with data collected from customers, turns every interaction within an organization into data enterprises can leverage, Greenberg added.

Data, it’s all around us, and it is the job of enterprise leaders to do what they can to use data to bring forth real change within organizations. After all, the contact center landscape is evolving to more of a customer-centric, proactive over reactive approach, resulting in data playing a key role in ensuring customers have a seamless experience throughout their lifecycle with companies.

American Express found, 78 percent of customers have ditched a transaction because of poor customer service, something too many enterprises are familiar with. With a shift in mindset, data from chatbots can become a useful tool in your toolkit for customer success.

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