Future Of Customer Experience With Bots

By Rakesh Jaitley, Senior Sales Director, Customer Experience Solutions, Oracle India

It is predicted that by 2020, 85 percent of the consumer relationships will be managed via non-human commodity. Though we are not away from 2020 but it can be witnessed today to be true. The machine intelligence is taking over the overall customer experience.

The increase in demand of customer satisfaction has enabled this takeover of Artificial Intelligence where Apple’s Siri, Amazon’s echo, Google’s Assistant being the brands initiating this shift take shape, to name a few. Not only is this technology replacing human connect but is also acting as a human support tool. This support can be witnessed in 3 different areas; first being 24x7 availability of this support, second being the cost saving nature of it and third being intelligent machines, that means they can self-learn and can develop as they interact.

“Despite the dilemmas that we all have regarding the use of chatbots, AI seems to be the way forward for customer experience in the future”

These are only some of the chatbots that are revolutionizing the way businesses interact with their customers. In fact, over humans, these support tools can provide a huge number of advantages. First, obviously, they don’t need time to rejuvenate so they can function 24x7, thus, ensuring your customers can reach out to you round-the-clock.

                                         Rakesh Jaitley, Senior Sales Director, Customer Experience Solutions, Oracle India

Second, by saving time, costs and being more efficient, chatbots can clear up time for customer care representatives to pay more attention to more complex customer issues, as the machines can address the routine issues only. This means customer service reps can undergo training and development to better hone their own personal customer service skills.

The third advantage is that chatbots, like intelligent machines, can learn as they go. So, the more they interact, the more they develop. The key point here is that such machines are still in their infancy, this could also be a challenge given that without the appropriate supervision, the chatbot may not be able to answer a customer correctly as “AI doesn’t yet have the complete ability to understand human emotions.” This could have serious consequences for your customer relationships and hence it is up to the ‘human’ teams to monitor and understand where and when to intervene during an interaction.

Understanding the process of this constantly evolving technology, one should always be alert amidst building or installing these chatbots. Even though it has the ability to downscale the human involvement, but at the same time the human essence and candidness is irreplaceable.

In this rapidly growing digital economy, involvement of AI is not questionable. Businesses have accepted the need and are embracing the process of utilizing this machine intelligence called chatbots to present a deadly combination of machine-human customer interface. Once the bots reach its full potential, you and I will witness the new era of revolutionized customer experience across businesses.

Despite the dilemmas that we all have regarding the use of chatbots, AI seems to be the way forward for customer experience in the future. The technology is developing by leaps and bounds, even while you are reading this. So, it will be interesting to see how technology will mold the space of customer experience.

Don't Miss ( 1-5 of 25 )