Chatbots – An Attractive Option for your Contact Center

Contact Centers are transforming to keep up with the needs and demands of customers.  Automation has always been part of the contact center world – and so it is no surprise that chatbots have been added to the mix.  Since they were introduced, as is with all things related to AI, chatbots are getting better the more we use them. Machine learning is different than human learning – it’s only as good as the data we feed it. Chatbots lack natural cognition to challenge inputs such as 1+2 = 4. But over time, patterns are established that make chatbots “intelligent” –  and smart enough to take on more and more complicated tasks.

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Do you hate waiting in line?

Do you hate waiting in line? On hold?  Most of us would certainly answer, “yes.”  However, the psychology behind waiting in line says that most of us don’t hate waiting in line – we hate being bored. That’s why there are floor to ceiling mirrors in most large buildings near the elevator.  It gives us all something to do (check other people out).  In addition, one of the first people who studied the science behind waiting in line was AK Erlang.  Some of you may recognize the last name – that’s right, he worked the probability and statistics behind the calculators that allow us to determine the lines/agents/bandwidth needed in a contact center based on busy hour traffic and average handle time.

“So what?” you ask.

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Does AI Contradict Credit Union Missions?

Customer expectations when it comes to convenience is higher than ever. Without having to look up from your screen or even leave the house, life is happening right at your fingertips. Swipe here, touch there, within seconds groceries can be delivered, appointments can be scheduled, and reservations can be made. Convenience has been raised to an art form and more and more consumers are becoming accustomed to a smooth customer experience.

We all know that big banks have cashed in on technology.  Customers can make deposits from their phones and get real time information round the clock.  But what about credit unions? How can they maintain their traditional business models that emphasize community focus and still meet the growing needs of today’s member?

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