Empowering customer service with the collaboration between human and AI

Most companies are still setting a low priority and important level for customer service area. We can see that it sounds so easy but in reality, this is, however, a big problem for most corporations. Powered by the break-through changes in technology, chatbot are proving itself to be a best solution enabling a more engaging communication between customers and brands while offering a lower cost structure.

AI could be the key player in this area where automation creates a huge value for both customers and brands in optimizing resources to achieve their purposes. Thanks to the support of ML (Machine Learning), AI chatbot now can work better with NLP (natural language processing) and provide a better performance in clarifying customers’ queries. This faster resolution of questions influences the satisfactions which in a long run, drive more sale for brands.

It cannot be denied that applying AI and ML in chatbot brings about magical performance for customer service but at the moment, the power of technology still cannot replace human. That’s the reason why finding a balance point for the contribution of both human and bot is a need to provide best service with an optimal cost.

Though high quality chatbot coud be a magical portal leading you to a deep and seamless integration among brand’s customer services activities. However it’s not what benefits a chatbot can offer businesses but the way it’s operated is the key leading to the success of a brand.

• Build a right bot with right functions: many chatbot platform offer many fancy applications thus it is so important to conduct a clear evaluation before choosing a bot which provides the most relevant functions to the need of the brands.
• Working with objectives: Have a clear objective can help driving the way brand uses the bot. Every objective has its own tactics to achieve; that’s the reason why narrowing down the scope of work can maximize the effectiveness of the whole operation. The importance of this step is that if the role of human and bot can be clarified, we can have a smooth co-operation.
• Strong Interaction: As mentioned above, customers need their queries clarified as soon as possible and have little time to wait for response from businesses. Therefore, the better the transition among jobs of human and chatbot, the better performance will be showed to customers.

As companies reap the benefits of customer service assistance from AI-based systems like chatbots, customers can take advantage of self-service and automated approvals. While it is unlikely AI will ever completely replace email or phone as effective customer service channels, there is no question that AI tools with facial expression analysis capabilities will continue to proliferate and give the bots more data and make them a bit smarter.

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