Bots Are Not Just the New IVR

In my last article on virtual assistants and bots improving CSAT by cutting down on boredom (https://www.blueworx.com/do-you-hate-waiting-in-line/ ), one thing I didn’t address was how to add automation to the contact center without it being perceived as just an extension of the IVR.  Because, let’s face it, most people don’t like IVR, and few of them understand that without IVR, product costs would increase.  So, how do you use chatbots and virtual assistants without adding to the frustration of the customer?

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Charactertistics of Chatbots in Contact Centers

chatbots in contact centerThe potential for chatbots to make a large mark in the contact center world is growing – automation being the largest driver. While they are in a very basic stage now, as with all things related to AI, chatbots get better the more you 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+1 = 3. But over time, patterns are established that will make chatbots “intelligent” enough to take on tasks that today don’t seem possible.

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The AI Customer Experience Revolution

By now you have heard the hype about IBM’s Watson and its platform for artificial intelligence integration into a variety of business applications. You have also likely heard the commotion from Facebook about chatbots and the many ways to capitalize on these bot companies. Revamping voice as a new user interface,  Apple’s Siri and Amazon’s Echo have both brought intelligence into everyday life  bringing a new family member into many households.

With the explosion of artificial intelligence, we have really only begun to see the beginning of it’s capabilities and one specific area AI can make more than a spark of a difference is in customer experience.

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