The 21st century has bought a dramatic shift in the behavior of consumers, all thanks to booming advantages in science and technology. From online transactions to self-checkouts at supermarkets, consumers increasingly expect themselves to be capable of solving most issues on their own. The Self-reliant customers want a low-friction, fast resolution solution which is efficient, transparent and consumer-engaging. Self-service kiosks have become part of our daily routine to satisfy the needs of tech-savvy consumers of the 21st century.
According to a report by Gartner, 64% of customer service interactions will be self-service enabled while 21% will include some level of agent-assisted self-service, by 2022. The global kiosk market has a variety of utilities, every industry uses it for there unique purposes. However, as the consumer progresses towards being self-reliant, it wants the digital kiosks to be more human. How can we make our self-service digital kiosks more efficient and humanlike?
AI and Machine Learning for humanlike digital kiosks?
In a survey published by the Accenture, U.S. Companies are losing customers as consumers demand more human interactions. The Accenture Strategy study found out that 83% of U.S. consumers prefer dealing with human beings over digital channels to solve customer service issues. Artificial Intelligence and Machine Learning can be a great tool to make self-service kiosks more human. Though at this stage of development, we still are a long way from Artificial Intelligence enabled Self-service kiosks replacing human support.
Source: Accenture Strategy
Ways to strike a perfect balance between digital kiosks and human
The self-service industry is mainstream as it holds the key to make numerous economic sectors more efficient. The digital kiosks offer amazing opportunities to be disruptive and make machines more human.
Frictionless interaction between self-service kiosks and live customer support — The busy and information-saturated consumers of modern times need clear indications. They don’t want unnecessary choices neither do they want to understand your interface. So, to eliminate pain for customers of repeating information already shared in one channel, we need to make self-service or live customer support a part of the end-to-end customer experience.
This can be done by analyzing when and why customers frequently switch from kiosk service to contacting an associate. If the problem can’t be solved by fixing self-service kiosks then make the transaction to customer support effortless.
AI-driven self-service kiosks can also be a solution. The customers can state their problem to the kiosks and AI can figure out what it means, browse options, along with selecting and furnishing appropriate answers. This way, the interface would remain in the background.
Make customer experience personal — The self-service kiosks offer a different mode of communication as compared to human interaction. These inconsistencies in the service offered by kiosks ruin customer experience. Different customers have different needs and preferences. Customer support should reflect the understanding of customers needs and preferences. The self-service kiosks can be made more appealing and informative to the customers by making recommendations and saving information, according to customers personalized choices.
Therefore, to enhance customer experience, websites and organizations should implement speech analysis & sentiment analysis to give real-time feedback to your voice bots & chatbots.
Keep self-service dynamic — With services becoming more automated, companies should not miss any opportunity to form emotional connections with their customers. Not all questions asked by customers are frequently asked ones. In some circumstances, a customer may have an exceptional problem and it needs a complicated answer with human interaction. Here, personal interaction with a more human self-service kiosk will solve the problem in the first contact.
AI can keep a tab of the problems, identify problem clusters in real-time and create solutions and keep learning.
Create knowledgeable frontline employees with AI — By 2020, 85% of customer interactions will be handled without humans.AI can be a source of efficiency and excellence. With AI, employees can learn and develop their skills in a more personalized and empowered environment with the help of augmented operational learning environments, and collaborative knowledge tools. Rather than posing the threat of replacing human workforce, AI can pave the way for better human interactions. This will bring huge opportunities for businesses.
To ultimately win the customers, companies need to weigh the advantages and weaknesses of AI and humans in a combined support system.
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