Contact centers will shrink by 50 percent over the next three years as automated bots automate routine tasks that enable a 8.6 percent increase in profit margin per customer. If you want to take a closer look at the long-term impact of automation on how to invest in the beautiful new world of work, do not miss this VB live event!
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When You Think About interactions the contact center can offer, whether it's voice or non-voice, the end user will not worry too much about what the interface will be – human or bot? says Peter Ryan, senior analyst at Ryan Strategic Advisory. What they are about is the effectiveness: Will my problem be solved as soon as possible?
"I firmly believe that consumers and individuals have a lot of patience when it comes to interacting with contact centers," says Ryan. "Where many companies misunderstood, they tried to bring the technology to consumers, and that went very wrong."
In the early 2000s, the savior of customer care was the voice-automated IVR. We would talk to computers and computers would solve everything. It would reduce or even eliminate the need for agents both on land and on land.
"It did not happen because organizations had too much faith in the location of technology at that time, many consumers," he explains. "Now that we're in an age when consumers are king and consumer loyalty is their number one priority, companies are applying what they learned 1
That's right out of the question The rollout of Chatbot technology is here, he says, and it works exceptionally well. However, companies need to be very bright on how to use them and recognize that there are limitations.
"These restrictions are being pushed forward year after year with respect to the improvements made to these solutions," he says. "The trick, however, is that you must have a mixed solution. You need to know when the interaction with the chatbot passes to a human being, and then you can pick up the ball and walk with it, making sure that your interaction with the consumer is 100 percent solid.
Blending Human interaction alongside technology is probably the biggest challenge many companies face.
"The future of work will be a seamless blend of automated technology and higher-level capabilities," he says. "People who enter the workplace today, and people who want to make sure that they are relevant, make sure that they continue the reality that the work they did a few years ago is a machine. He'll do it , "
No sector is insensitive to using chatbot technology or automated self-service solutions, he says. Most companies will be able to cut costs significantly as fewer live agents are needed. or any need at all. He points to companies such as Uber, Airbnb and the plethora of other companies using the same business model, where customers have very little reason to use the phone to contact them, and in many cases consumers Voice interactions much more comfortable then they would pick up the phone.
However, the amount of automation that a business can leverage depends on the use case: the complexity of the request, the type of information a consumer is looking for, and what he needs companies or the organization to do for them. If it's simple and straightforward, such as a timetable or information on relatively rudimentary material, there's no reason a decent automated system can not handle it, says Ryan.
"The fact of the matter is a lot. These automated solutions are fantastic," he says. "You can change flights with them. You can do banking business. You can pay your credit card bill. The question arises as to what technology exists in a business, how scalable it is to expand that value chain to handle more complex tasks, and how much a business wants its end users to feel they are being served more so called robots unlike live agents. "
But even here, technology must be solid before being handed to a living human, whether or not they are chatting or talking on the phone.
" Work in progress "in terms of programming and development he says, "and the various interactions and iterations that will exist throughout the lifetime of the game by consumers."
He explains that a company Above all, before using this kind of technology, you need to use so much analytic solution technology to learn in the course of the interactions, what with t he works chatbots compared to what does not work.
"The problem is that too many Organizations are faced with financial bottlenecks in terms of their CRM or client budget and that they simply do not have the money to more or more people n spend development, "he says. "Unfortunately, they prefer to allow people to use technology that may not be ready for prime time. But it's just a wrong economy. In the end, the customer benefit decreases. "
How often does a customer feel that they are going to a chatbot of a company that just does not work before it gets angry and goes to another provider of a similar product or service?  "The sad thing is that many organizations face this situation and do not have the resources or the perceived resources to improve the technology or learn from what's not working well in terms of content and fix it, "he says. "If that were possible, I think that would probably mean a lot more in terms of loyalty, repeating the business and increasing the wallet's share over the life of the consumer."
A Closer Look At the long-term impact of bots and AI on how to position your business for the upcoming changes, and more, do not miss this VB live event.
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Register now for free.
Attend this webinar and learn:
- The Impact of Customer Service Bots on the Workforce
- How Bots and Employees Can Work Side-by-Side
- What Smart Businesses Are Preparing for Work  Future of work – what does it look like?
- Abinash Tripathy Co-founder, Helpshift Peter Ryan Principal Analyst, Ryan Strategic Advisory
- Stewart Rogers VentureBeat
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