Anyone lucky enough to have teenagers knows that if you want to reach the younger generation, you need to text them. The millennials that are running the consumer world today use chat over email, chat applications at work, and various other forms of instant messaging to live their daily lives. These are the people that are raising the bar and asking companies to serve them through chat-based solutions.
The delivery of chatbots to the modern space has represented the redevelopment of voice response solutions in the world of textual self-service solutions. Chatbots are giving customers the chance to answer question through text. They ask what they can do to help customers, and respond accordingly.
AI and Chatbots
Thanks to recent innovations in AI, chatbot technology can interpret a sentence from a consumer and provide a response that’s best suited to the context of the question. This is pretty similar to Amazon Alexa listening to the sound of your voice and offering an answer to whatever you say. Today’s companies are currently working on ways to perfect their AI’s ability to interpret different chat sequences, often to help customers move through a call centre queue with greater ease.
Unfortunately, at this time, customers can still experience the same frustrating problems with chat bots as they have with interactive voice solutions. Ultimately, they’ll still want to talk to a live agent, but the goal is to provide a more comprehensive automation solution, and better self-service methods that reduce costs, without compromising on customer satisfaction.
Chat Could Offer a New Opportunity for Agents
If you want to introduce live agent chat to the mix, it’s worth remembering that you’ll need to determine which of your agents have the right skills to handle such an experience. You will need to train employees to properly respond to different circumstances, including how they should deliver standardised responses. In addition, you’ll need to figure out exactly how many chat sessions each agent can handle.
Chatbot Performance: Getting it Right
Having to have a live agent assist with chat sessions can cause major problems for businesses. They need to make sure that a contact centre is full of agents who know how to respond appropriately to messages, which introduces a need for training and typing skills. Businesses need to offer consistent chat responses, and make sure that everyone gets a good experience. That means that agents need to develop skills that let them respond accurately to SMS and chat sessions from almost any device.
If chatbots are created properly, then they potentially pose the opportunity to automate responses for a more comprehensive, and well-designed solution for customer service. But it has to be done properly. The last thing you want is to frustrate customers further when experience is everything in making sure that your brand stands out today.
