Is your chatbot contact center smart?


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If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. During this interview with CTO Alex Black of Enghouse Interactive, we share a different perspective. You need to focus on making your chatbot contact center smart.

Is your chatbot contact center smart? Click to Tweet

We have a great opportunity in the contact center industry. We all know that providing an excellent customer experience and serving customers is both noble and financially rewarding for organizations.

Contact center agents are irritated

We also know that contact center agents do not find gratification in their job when they have to answer the same type of request from customers over and again. It’s an even greater irritant when the request is remedial and basic. They want to be challenged, they want to deliver maximum performance so they can achieve greater levels of fulfillment.

When agents feel like their learning and growth has stalled, they begin to look elsewhere. Sometimes they look within the organization, but most times they explore external opportunities.

When contact center agents find no gratification in their job. Click to Tweet 

Higher skill on the rise

Many studies in the industry point to the fact that customers want to self-serve but also want access to live support. As younger generations, that are native to technology, become mainstream participants in society, good self-service can be beneficial for customers and the contact center.

To receive this dual benefit, you should consider making your chatbot contact center smart while improving the skills of agents as they will need to support more demanding customer requests. Look for ways to take all of your institutional knowledge and making it part of your chatbot development.

Making your chatbot contact center smart

Being able to make your chatbot contact center smart was of interest when I met with Roger Jing of Rulai at the Contact Center Expo.

Roger Jin of Rulai on low-code chatbot development in contact centers. Click to Tweet

As he explained their “low-code” chatbot development tool I began to see another opportunity for making a chatbot contact center smart.

If a customer service manager can easily use a drop-down toolkit to write scripts and create action items there is a greater chance for it to perform better. When people are able to use their experience from directly communicating and interacting with customers, the risk failure should be much lower.

About Rulai

Rulai is a team of proven researchers, engineers and industry professionals with extensive track records in AI development. Our team members have unique expertise, building AI platforms and technologies for Facebook, IBM, Baidu and Alibaba as well as leading award-winning academic research. Collectively, we have made pioneering contributions to natural language processing, deep learning and personalized recommendation systems. Source:

Low-code development is coming to you

Forrester defines a low-code development platform as: platforms that enable rapid application delivery with a minimum of hand-coding, and quick setup and deployment, for systems of engagement.

We all know that IT just can’t keep up with the rapid pace of change and the need for agility. In order for businesses to stay in step with customer needs and ward off competitive disruption, the business needs technology faster.

Here’s how IT can keep up with the rapid pace of change. Click to Tweet

In order for contact center leaders to make their own chatbot contact center smart, they need a low-code platform. It’s extremely difficult to manage a contact center, the people in it, and customer relationships. They can’t be expected to add application developer to their skill set.

With low-code tools as part of their toolkit, making a chatbot contact center smart can be a whole lot easier.

Are you ready to play Artificial Intelligence chatbot builder?

If you don’t want to wait for IT and want to get rid of the mundane and repetitive work in your contact center then contact Roger Jin at: roger [at] 

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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