Self Service Conversational Customer Engagement Channels are the Future

The rising customer expectations are driving many brand’s technology races towards providing the best customer conversational experience possible, as customers are moving away from old-style ticketing systems, with long waiting times based on the availability of human agents, and looking for meaningful, real-time conversations with brands that understand their needs and are able to provide the experience they are looking for.

Recent studies had shown that within a coming couple of years, over 85% of all customer interactions will be handled by automated self-service systems, and without the need for any intervention from a human agent, achieving this has been facilitated by the recent rapid development in conversational artificial intelligence platforms that has been able to engage users, understand their needs and provide them with answers.

The key point here is the ability of the brand to engage with customers, provide them with answers or resolve their customer service issues before churn, as the vibrant nature of today’s world life, and the fierce competition in many industries is providing users with many alternatives for any service or product they are seeking.

To achieve that, brands are required to integrate their current customer engagement channels with Natural language processing, and machine learning capabilities that are able to recognize the context and intent of a customer’s need and personalize the response, based on the context and the language of the user.

Self Service Conversational Artificial Intelligence platforms such as botique.ai are able to provide users with seamless conversational experience, that is able at any point throughout the conversation to jump from any step in the flow of conversation to another based on the customer’s input, unlike structured or flow conversational platforms, they are able to dynamically follow the flow of the conversation, and provide unstructured content in an absolutely no predetermined flow.

Brands who have implemented botique.ai solution in different verticals, such as banking, telecommunications, and insurance companies, have seen a significant increase in customer satisfaction, in many cases, botique.ai self service platform has been able to handle over 60% of the loads of these customer centers, compared to a mere 10%-15% for a speech-enabled or DTMF IVR systems, in which the customer needs to speak on average to three agents before their issue is resolved.

On the other hand, those brands have seen a significant decrease in returning customers, with issues being handled by botique.ai conversational artificial intelligence self service platform faster and with a higher resolution success rate. In addition to a significant decrease in average handling time, and lower internal transfer numbers.

Even in cases where the botique.ai self-service platform was unable to provide an ultimate solution for issues, the average handling time was decreased significantly since the automated platform was able to handle the first tier support and time consuming tasks such as authenticating the customer, collecting issue related information, before elevating the ticket to a human agent who can resolve the issue, resulting in saving 45–60 seconds of agent talk time, which not only helped the customer solve their issue sooner, but also resulted in a significant cost reduction for our clients.

Botique.ai offers brands an innovative solution to providing self-service, automated customer support anytime, anywhere. Offering a conversational self-service experience that provides answers in real time. Brands can easily customize their agents for their specific business needs, providing customers with content recommendations that fit their needs, in the brand’s own voice and tone. In addition, the platform provides brands with deep analytics and insights on customer’s engagements with the automated agents, helping them understand customers needs and behaviors.