Intelligent chatbots and AI are the future of webcare

Most chatbots nowadays focus on elementary customer service, such as first-line customer service questions. For more ‘complex’ questions, such as complaints, technical support or purchase advise, customers expect a good, quick and personalized response. But what role should intelligent chatbots and AI play in the future of webcare and customer service?

Quick and personal responses are the new standard

The current trend in webcare is that more and more messages are sent via private channels, such as WhatsApp, livechat and Facebook Messenger. This trend also results in more messages being sent, which increases the pressure on webcare agents to keep delivering quality.

In order to cope with this increasing pressure, one should ask the following questions; should we hire new employees? Should we redirect our customers to self-serving channels, or should we use chatbot technology to solve the simple cases?

Healthy mix between AI technology and human contact

Expanding the team with new employees is, however, not always possible. The application of chatbots and AI is, besides speed and quality, especially a question of efficiency. A clever configuration of a webcare tool, combined with a solid strategy, are primarily focussed to make sure that the webcare agents can do their work as efficient as possible. With that in mind, automating first-line customer service is a great solution.

However, we don’t believe that completely automating customer service is the solution. People will always prefer human contact over an algorithm. A lot of situations are imaginable where real human contact can make the difference. For example, in crisis management, personal advice or personal service. Excellent service is the new sales, making personal and human contact invaluable. We believe in a future where AI and humans work together to create an excellent customer service experience.

Suggestive conversational agents… What?

Chatbots, or conversational agents as we call them, is our new way to assist webcare agents during their work. In collaboration with our colleagues of OBILytics we create conversational agents that learns, based on historical conversations and company owned systems such as CRM systems, what should be the best response to a question. This response is then suggested to the webcare agent, after which he/she can alter or accept the response. The conversational agents keeps learning, so the response that is given to a question is used to adapt his model. This frees up time for the webcare agent to work more efficiently and focus on complex cases.

Conversational agents and chatbots are not the only application of AI technology. Recently we added our first AI application to OBI4wan: suggested tags. Our solutions learns, based on historically tagged messages, what tag matches the message best. This tag is suggested to the user which, again, saves the user a lot of time and makes sure that there is an unambiguous way of tagging messages.

Quality first

The customer chooses the channel, and demands quick, good and personal service. OBILytics facilitates this process by developing and integrating intelligent chatbots in the webcare tool of OBI4wan. Every chatbot and AI-application is custom made. Together with the customer we create an optimal procedure and application of suggested answers.

Today we take the next step in the field of chatbots and the automation of webcare. With the arrival of new techniques, more data and better integration of systems, chatbots, FAQ’s and self-service systems are made intelligent. The quality of the interaction is the starting point, which makes it possible to better comprehend customer’s questions and eventually respond to those questions more efficiently.

Want to know more about the application of chatbots for your organisation?

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