Topic: AI in Customer Service: Conversational A.I Talkbots (Read 64 times)
It reminds me more of entertainment, distracting your customer with an interactive game than real help.So before adding this to your site, you must understand that you still should have someone who will communicate with your customers, for example, a call center operator, manager, assistant ... In order to answer your customers always on time , you need to find several people for this. I think it may take time, although you can always use an outsourcing service to communicate with your clients. For example, I found favorable conditions for me in this saas customer service offer . It seems to me that you can really save money if you turn to outsourcing company, but this decision is up to you and you must choose the best one for you.
I think it's just a matter of time until robots will take over most of the jobs humans do today. And the sad part is that they will be much better and more efficient that humans. Probably we won't even be able to tell if there is a robot or human on the other side of the line. All these robotic voices we have now for Siri, Alexa or any text to speech software will eventually disappear. The AI revolution already begun, our kids and grand kids will live in a completely different world.
Hopefully we get to experience that too. I am really curious about that. you know maybe we can actually have a sentient virtual pet in the future
While reading I was wondering how the customers will feel if they notice they weren't speaking to humans but robots. I guess it's better to let them know before/after the conversation that it's a robot speaking.
Should be possible to distinguish between human and robot conversion else we will be facing a situation where people or bots/AI would use many other bots/ai online to pretend to be humans and cheat
Should be possible to distinguish between human and robot conversion else we will be facing a situation where people or bots/AI would use many other bots/ai online to pretend to be humans and cheat
I think it's just a matter of time until robots will take over most of the jobs humans do today. And the sad part is that they will be much better and more efficient that humans. Probably we won't even be able to tell if there is a robot or human on the other side of the line. All these robotic voices we have now for Siri, Alexa or any text to speech software will eventually disappear. The AI revolution already begun, our kids and grand kids will live in a completely different world.
Imagine a future where you can have phone conversations with robots. And no, we are not talking about monotonous sounding robots, but hyper realistic ones that bear an uncanny resemblance to humans. Once only existing in the realm of science fiction, this scenario has become reality today. Conversational Talkbots are artificial intelligence (A.I.) machines powered by natural language processing (NLP), automatic speech recognition (ASR) and several other mechanisms that allow them to sound hyper-realistic . As a result of this technology allows companies to improve cost efficiencies through lower labor costs and increased sales volume. With that said, what are the benefits of incorporating Talkbots into your call center?
A disruptive technology in the world of business
It is in every business’ interest to reduce their costs in order to maximize their earnings. In a time of economic disruption, it is essential for businesses to ensure that their resources are optimized. When it comes to call centers, time consuming tasks usually waste a company’s resources inefficiently. Repetitive tasks, such as calling customers to check in on their interest in a product, or to confirm an appointment should not be the tasks where companies spent most of their resources on. When a call center agent that is known to have a knack for securing sales is tasked to only confirm appointments, we would consider this to be a misallocation and underutilization of talent. This is where Conversational A.I. Talkbots can come in handy.
Riding on the worldwide push for task automation, Conversational A.I. Talkbots can augment your existing workforce by automating repetitive calls such as sending appointment reminders or other relatively straightforward tasks. Improvements in Natural Language Understanding (NLU), Natural Language Processing (NLP) and Automatic Speech Recognition (ASR) have equipped Talkbots with the ability to identify the caller’s intent as well as nuances in their speech. By automating such repetitive calls, businesses are then able to divert their best agents to handle more complex call tasks, thereby ensuring cost efficiency when running a business.
Talkbots mirror your best service agents and their best practices to ensure customer service excellence. When it comes to human agents, any changes to their script or sales tactics requires training, and this in turn consumes precious time with an indefinite outcome as to whether the new skill is effectively learnt and applied. With a Talkbot, any updates to the information disseminated to your callers can be implemented almost instantaneously, bypassing steep learning curves. Implementation of a new sales tactic is now a seamless and easy process. In addition to that. feedback is also available almost immediately through data insights and analytics that track the reception of customers.
Driving Sales with A.I.
Closing a sale is also a time consuming and time sensitive process. When a company is able to call a customer when they are in the midst of deliberating, there is a higher likelihood of successful conversion. Like the proverbial striking of the iron while it is hot, getting the time right is already half the sales battle won. However, it is tricky to know when that window of opportunity will open. This is where customer analytics becomes crucial. Using the Conversational A.I. Talkbots, companies would be able to conduct some form of customer segmentation after identifying their intentions. After retrieving this valuable information, businesses can then devise a better strategy to tackle each customer persona. For example, the Talkbots would be able to identify customers that express great interest in the product that is offered, before shifting their attention to persuade them to actually do the purchase.
Using A.I. for customer service calls can also allow for greater customer outreach and loyalty. The ability of Talkbots to reach out to numerous people at one time while checking in on their interests not only allows for companies to have a higher chance of sealing the deal, it also makes for a memorable customer and brand experience. In addition to that, Small gestures such as calling the customers to congratulate them or letting them in on an exclusive deal will also build brand loyalty, leading to higher returns of investments in the long run.
In the AI field there is a term called machine learning which is an integral part of these Talkbots that allows these intelligent systems to become progressively better at picking up the intentions of the callers. The more data and exposure to different conversations, the better it is and the faster the progress. The rapid rate of technology development in A.I. also allows for continuous Conversational A.I. Talkbotssystem upgrades, which leads to customer service excellence.
Most customer service calls are often outsourced to countries where labour costs are more affordable. As such, these agents who are not working directly under the company may not be able to understand the image that the company is trying to present to the general public. Therefore, engineering Talkbots and scripting to accurately reflect your company image and deliver the right information to the audience is an important measure. Building a Talkbot for your company allows your business to regain control of your brand image, while maintaining its consistency in the quality of service standard that could only be delivered by an AI system.
Every call center agent has their fair share of nasty calls, making it increasingly difficult to maintain a positive and professional tone during a long day at work. Talkbots could be a better alternative to handle such tricky situations as its tone of speech is perfectly maintained. When necessary, the call can also be transferred to relevant departments. Such arrangements prevent unwelcome scenarios such as when an exasperated customer meets a tired call center agent who is misunderstood to be insincere.
Companies may also sometimes experience a surge in call volumes where increasing the number of call center agents in such short notice would be impossible. For this situation, Talkbots are well equipped to rise to the challenge, handling sudden fluctuations with ease.
All in all, adopting A.I for higher levels of automation is becoming a business strategy proven to have significant beneficial impacts. This is a golden opportunity to supercharge your call center services and elevate your business to the next level.
A disruptive technology in the world of business
It is in every business’ interest to reduce their costs in order to maximize their earnings. In a time of economic disruption, it is essential for businesses to ensure that their resources are optimized. When it comes to call centers, time consuming tasks usually waste a company’s resources inefficiently. Repetitive tasks, such as calling customers to check in on their interest in a product, or to confirm an appointment should not be the tasks where companies spent most of their resources on. When a call center agent that is known to have a knack for securing sales is tasked to only confirm appointments, we would consider this to be a misallocation and underutilization of talent. This is where Conversational A.I. Talkbots can come in handy.
Riding on the worldwide push for task automation, Conversational A.I. Talkbots can augment your existing workforce by automating repetitive calls such as sending appointment reminders or other relatively straightforward tasks. Improvements in Natural Language Understanding (NLU), Natural Language Processing (NLP) and Automatic Speech Recognition (ASR) have equipped Talkbots with the ability to identify the caller’s intent as well as nuances in their speech. By automating such repetitive calls, businesses are then able to divert their best agents to handle more complex call tasks, thereby ensuring cost efficiency when running a business.
Talkbots mirror your best service agents and their best practices to ensure customer service excellence. When it comes to human agents, any changes to their script or sales tactics requires training, and this in turn consumes precious time with an indefinite outcome as to whether the new skill is effectively learnt and applied. With a Talkbot, any updates to the information disseminated to your callers can be implemented almost instantaneously, bypassing steep learning curves. Implementation of a new sales tactic is now a seamless and easy process. In addition to that. feedback is also available almost immediately through data insights and analytics that track the reception of customers.
Driving Sales with A.I.
Closing a sale is also a time consuming and time sensitive process. When a company is able to call a customer when they are in the midst of deliberating, there is a higher likelihood of successful conversion. Like the proverbial striking of the iron while it is hot, getting the time right is already half the sales battle won. However, it is tricky to know when that window of opportunity will open. This is where customer analytics becomes crucial. Using the Conversational A.I. Talkbots, companies would be able to conduct some form of customer segmentation after identifying their intentions. After retrieving this valuable information, businesses can then devise a better strategy to tackle each customer persona. For example, the Talkbots would be able to identify customers that express great interest in the product that is offered, before shifting their attention to persuade them to actually do the purchase.
Using A.I. for customer service calls can also allow for greater customer outreach and loyalty. The ability of Talkbots to reach out to numerous people at one time while checking in on their interests not only allows for companies to have a higher chance of sealing the deal, it also makes for a memorable customer and brand experience. In addition to that, Small gestures such as calling the customers to congratulate them or letting them in on an exclusive deal will also build brand loyalty, leading to higher returns of investments in the long run.
In the AI field there is a term called machine learning which is an integral part of these Talkbots that allows these intelligent systems to become progressively better at picking up the intentions of the callers. The more data and exposure to different conversations, the better it is and the faster the progress. The rapid rate of technology development in A.I. also allows for continuous Conversational A.I. Talkbotssystem upgrades, which leads to customer service excellence.
Most customer service calls are often outsourced to countries where labour costs are more affordable. As such, these agents who are not working directly under the company may not be able to understand the image that the company is trying to present to the general public. Therefore, engineering Talkbots and scripting to accurately reflect your company image and deliver the right information to the audience is an important measure. Building a Talkbot for your company allows your business to regain control of your brand image, while maintaining its consistency in the quality of service standard that could only be delivered by an AI system.
Every call center agent has their fair share of nasty calls, making it increasingly difficult to maintain a positive and professional tone during a long day at work. Talkbots could be a better alternative to handle such tricky situations as its tone of speech is perfectly maintained. When necessary, the call can also be transferred to relevant departments. Such arrangements prevent unwelcome scenarios such as when an exasperated customer meets a tired call center agent who is misunderstood to be insincere.
Companies may also sometimes experience a surge in call volumes where increasing the number of call center agents in such short notice would be impossible. For this situation, Talkbots are well equipped to rise to the challenge, handling sudden fluctuations with ease.
All in all, adopting A.I for higher levels of automation is becoming a business strategy proven to have significant beneficial impacts. This is a golden opportunity to supercharge your call center services and elevate your business to the next level.
Jump to: