Zingtree Tags: ai

You Are Talking to a Robot. How Does That Make You Feel?

Chat is an incredible tool for having a real-time conversation with a customer on the other end of the computer. It’s been proven to be one of the most preferred methods of communicating with a customer support representative online. In fact, 63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t.

But how do the tables turn when chatbots are introduced into the customer service mix? Do customers really mind if an automation is clicking “send” on their responses? Alex Debecker of Ubisend and VentureBeat teamed up to publish this article on the issues and real questions around having a robot do the talking.

Read a portion of the post here, and the rest on the VentureBeat site:

Conversations about chatbots helping humans in the workplace always brings up the same range of issues. We often end up discussing the place artificial intelligence will have in our lives. We (very) often talk about robots taking over completely. Some mention ‘the Singularity’ in a frightened tone, while others scoff at it.

Whatever the conversation, it always seems to revolve around the same topic: the impact robots will have on the humans they might replace and/or harm.

This debate is missing an entire piece of the puzzle, though. What about the humans on the other side of the conversation? After all, chatbots are there to converse, and there must be someone on the other end. So how do they feel about talking to a robot?

You are talking to a robot. How does that make you feel?

This is a highly relevant question. A chatbot could be as smart as anything in tech, but if people are reluctant to use it — for whatever reason — it becomes utterly useless. We know the prospect of robots taking over our jobs is scary to some. But how do we feel about chatbots helping us in our daily lives?

Thankfully, a few studies have allowed us to answer this question.

Mimi An from HubSpot shared the results of her study on the topic of artificial intelligence in eCommerce and customer support. The study found that only 57 percent of the people interviewed would rather get help from a real person than an AI program. To support this statistic, 40 percent answered they didn’t care whether they are talking to a human or a machine as long as they get the help they need.

Continue reading the article >>

Check out Ubisend’s 2017 Chatbot Report here >>

How does the thought of robots taking over live chat support make you or your business feel? Share your thoughts in the comments below.

Amplifying Your Call Center with AI & Automation

Forbes recently published an article titled AI And Chatbots Are Transforming The Customer Experiencewhich details how Artificial Intelligence is changing the way that customer service is offered and improved through complete automation.

What this means to the end-user or customer is that, while they may be receiving some level of service and support, they are never talking with a human representative. For call centers, the results are cost-effective and time-saving, but never a 100% complete solution for automating customer service.

“Typically, customer service chatbots answer questions based on key words. The most basic systems are actually document retrieval systems. Sometimes this is frustrating. Think of the times you may have asked Siri or Alexa a question and received the wrong answer. The computer recognizes key words but may not recognize the context in which they are being used. In other words, the computer doesn’t recognize the way people naturally speak. This causes the customer great frustration. However, these systems (including Siri and Alexa) have come a long way and continue to improve.”

The article goes on to mention that “for at least the foreseeable future, chatbots won’t be replacing humans in contact center jobs.”

AI-Lite: Automation Without Machine Learning

The machine learning put into place can gather piles of raw data on customers at the drop of a hat, as well as attempt to build relationships through key phrases and automated messages, but they can be expensive to create, maintain and fix over time – all costly and important factors. A decision process that’s been compiled from raw data using a neural network like this is almost impossible to tweak and change.

Rather than using machine learning to magically divine relationships in this way, interactive decision trees are human built, and make it much easier to tweak and debug processes. Still an automated, time-saving process, we like to think of it as “AI-lite” for call centers and businesses.

Automated & Interactive Solutions for Call Centers

Interactive agent scripts and decision tree troubleshooters guide support reps and customers to the right solutions and answers — whether it be related to a technical issue, routing to the correct department, or managing important customer data. They can help assist call centers in a multitude of ways:

  • Self-Help & Troubleshooting: Build custom, branded decision trees that allow customers to find answers themselves.
  • Measuring Effectiveness: Access reports that actively check how effective troubleshooters and support decision trees are, and identifies other key metrics through extensive analytics.
  • Tracking Agent Performance: Monitor the overall performance of customer service agents to track interactions.
  • Analyzing Trends: Export key data to import into any AI software being used for full analysis of key customer and internal call center data.

 

While AI and automated tools will never replace human interaction or the need for call center agents, the technology can aid call center managers in routing calls, managing experiences, and understanding customers and agents. The end result is a more productive and effective call center, as well as improved customer satisfaction.

Lrarn more about tools for agent scripts:https://zingtree.com/application/call-center.php

Learn more about tools for end-user support:https://zingtree.com/application/support.php