Are contact centers making the right chatbot decisions?


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When you’re thinking about making the decision to implement chatbots in your contact center, how should you start?

A very important thing to think about is your desired business outcome. Doing this helps you to set a target to reach. More importantly, doing this helps you to make the right technology decision. Then, analyze backwards. What technology will get you there?

Are contact centers making the right chatbot decisions? Click to Tweet

Avoid Temporary Chatbot Decisions

You must do this because, it’s very difficult to stop and restart in most organizations. Very few have tolerance for, or can afford the wasted time to have interim fixes. The marketplace is moving too fast and competition will zoom past you.

To insure you make the best decision and move forward faster, you need to have knowledge and understanding to make the right chatbot decision.

And in the contact center industry, the information about chatbots and artificial intelligence is both noisy and messy. In my investigation, I’ve witnessed an abundance of mis-information and dis-information.

Information about chatbots and artificial intelligence is noisy and messy. Click to Tweet

Part of my quest to serve our industry, is to seek out clarity and the best information. In other words, cut through the marketing hype and hysteria about chatbots and artificial intelligence.

I feel that I came a step closer to that goal when I met up with Jamasen Rodriguez of at Call Center Week in Las Vegas.

Decide Your Need for Chatbots

Do you have lots of data and varied customer interactions? To achieve your desired business outcome, understanding your customer interaction complexity is important.

If your interactions are simple, and your enterprise data to report and support those interactions is simple, then a simple rules-based chatbot solution may help you to achieve your desired business outcomes.

These first generation chatbots are not very sophisticated. They also can’t handle more complex tasks. This type of chatbot can be used in a simple password reset or simple and straight forward FAQ.

Is Simple your Goal?

For most organizations, simple can’t handle today’s complex multi-interaction environments.

Desired business objectives that require the need to address multi-channel environments, sensitivity to cost control, and to increase business agility need chatbots that are built with Artificial Intelligence capabilities.

Complex multi-channel environments require chatbots with Artificial Intelligence. Click to Tweet

AI Listens to Customers

Unlike simple rules-based chatbots, AI chatbots listen and have the ability to understand the intent of the customer.

And even more sophisticated AI chatbots have the ability to listen to multiple intents from customers. Think of this as customers saying they want to do THIS AND THAT, versus just a single intent or request.

What kind of chatbot does your desired business outcome require?

What kind of chatbot does your desired business outcome require? Click to Tweet

Greater Agent Performance with AI chatbots

AI chatbots can support your contact center agents too. Depending on the types and amounts of data you expose to your AI chatbots, they learn it.

AI chatbots can support your contact center agents too. Click to Tweet

All contact center agents need fast access to information that will help them to support customers. Instead of waiting to contact a supervisor or help desk, they can access the knowledge that resides in your AI chatbot.

Your AI chatbot might be able to help them rapidly access the answer they need by extracting it from that 40-page User’s Manual or Warranty Agreement.

Rapid access to data can help tenured agents and help those new agents. It’s can also be a huge value to remote agents that can’t easily turn to someone sitting next to them.

Are you ready for AI chatbots?

Is your desired business objective more than to have fast access to your Frequently Asked Questions or reset passwords? Then you might want to contact Jamasen Rodriguez at [email protected].

Watch and learn about more contact center solutions now.

Republished with author's permission from original post.

Jim Rembach
Jim Rembach is recognized as a Top 50 Thought Leader and CX Influencer. He's a certified Emotional Intelligence practitioner and host of the Fast Leader Show podcast and president of Call Center Coach, the world's only virtual blended learning academy for contact center supervisors and emerging supervisors. He’s a founding member of the Customer Experience Professionals Association’s CX Expert Panel, Advisory Board Member for Customer Value Creation International (CVCI), and Advisory Board Member for CX University.


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