‘Bot-enabled contact centres’ are renowned for their highly reduced wait time, better self-servicing options and improved morale within the actual contact centre team.
Chatbots. Is there anything they can’t do? Let’s face it, when implemented correctly, they can vastly improve customer experience, empower customers through self-service, enhance support teams and improve overall understanding of the customer as data from their behaviour and choices flow in. Whether you like it or not, chatbots are here to stay and they are leading the intelligent automation agenda at most organisations.
Chatbots are quickly becoming a part of everyday life due to their efficiency and ability to converse like a human. For the customer, a well-designed chatbot is a quick, smart and hassle-free solution to solving common customer service issues. For the organisation, a chatbot can enable rapid improvements in customer experience while simultaneously increasing service delivery capacity. But as they improve and enhance customer support, can chatbots live in harmony with their human contact centre counterparts?
The reality is that contact centre agents and bots have very different but complementary skill sets. The combination of both results in great customer service and experience when they work in harmony. When employees/agents and bots collaborate effectively, it makes the role of customer care agents more enjoyable and more valuable. Deploying Bots to look after standard requests enables agents to concentrate on higher-value tasks where the human touch is required.
The best results are obtained when bots and humans work collaboratively. ‘Bot-enabled contact centres’ are renowned for their highly reduced wait time, better self-servicing options and improved morale within the actual contact centre team. Chatbots initially respond to all chat requests. Where appropriate, an experienced agent can take over the conversation. Deciding the triggers that determine when this transition occurs is key and where to route the conversation is essential to providing a seamless customer service. From the customer perspective, the transition should not be perceivable.
Chatbots analyse queries and responses from customers and provide answers using the organisation’s knowledge base. Where the bot is unable to provide a suitable response, the bot can trigger a smart-workflow task to route the request to an appropriate team or agent. The seamless transition from bot to agent ensures that the agent has the full conversation history available immediately.
Establishing a digital channel of engagement with customers lightens the burden on existing agents and operational processes. For example, European airline operator KLM(1) launched a customer service channel on WhatsApp chat. KLM customers can interact with the service using their mobile phone. This process makes it easier for passengers to receive all their flight details and documentation on their phones. This is a win-win situation for KLM and its passengers. The bot can interact with the passengers needing information about their itinerary, tickets, notifications, and schedules. Agents can focus on more complex or critical cases and requests such as flight cancellation, transfers, flight bookings etc.
Bots are designed to provide accurate and timely responses and are available 24/7. This empowers customers to self-serve using a digital channel as opposed to the traditional approach which frequently involved long phone calls with significant queues or required customers to visit their local branch.
Digitally savvy customers expect quick and accurate information. Chatbots connect to the organisation’s knowledge base to provide relevant information in real-time without wasting the customers’ time. The key element to a chatbot’s importance and success is its ability to converse like a human, often making it impossible for the user to determine whether it is a human or an agent. As such Chatbots are fast becoming a vital part of a best practice customer service operations.
Here at Client Solutions, we collaborate with our customers to identify the optimal use of Intelligent Automation solutions to improve their customer interactions. Chatbots are much more than a money-saving strategy for businesses and organisations. They are a cost-effective way to positively impact both customer and employee satisfaction rates. At Client Solutions we help organisations that operate contact centres to effectively implement human-bot collaboration that enhances the customer experience. Get in touch with our in-house Intelligent Automation team at firstname.lastname@example.org