The Future of Customer Services — Man and Machine Working Together
If you’re au fait with technology news, you’d be forgiven for thinking that robots are taking over the world. Every day, it seems as though the move to a bot-controlled planet is edging ever closer. You may not be familiar with the radical machinery and technology used in some industries at the moment, but there’s a good chance that you may have caught a glimpse into the future of customer service if you manage a business or you’ve contacted a business online of late. There’s no denying that customer services have become a hugely important aspect of any business, and it seems that the role chatbots play is growing larger and larger. Natter.ai firmly believes that the future of customer support lies in a collaboration between people and chatbots, not with one replacing the other. So, how can people working together with bots actually contribute to continual development in the customer service industry?
Are the days of the traditional customer services really doomed?
If you have involvement in customer services or you read the news on a regular basis, and you have a keen eye for the tech section, you’ve probably heard or seen mention of chatbots taking over and automating services. According to headlines, the days of people working in customer service centres have been numbered for decades. Over the years, digital TV, speech recognition, the Internet, and smartphones have all been hailed as the final straw to break the proverbial camel’s back. For those working in the industry, AI may feel like just be another obstacle to overcome. But don’t be so quick to dismiss the notion of chatbots, there’s a brighter future ahead with them working alongside us!
It’s true to say that automated systems are changing the way customers are dealt with, but this doesn’t necessarily signal the end of customer services that actually employ real-life humans. You can pay a bill, check your bank balance or provide a meter reading without actually talking to a person these days, but there are multiple reasons why businesses want to maintain human contact. For consumers in a hurry, there’s nothing better than pressing a button or speaking, and getting something done in a matter of seconds, but what happens when a quandary is more complex? If you’re a customer who has got the wrong bill, you’re in a situation where you struggling to cover costs or you’re confused about a letter or an email you’ve received, you’d probably rather talk to a person than a chatbot. In these scenarios, customers demand compassion, clarity and practical solutions, which may not be available via automated systems.
In addition to providing a multi-faceted service, which can only really be delivered by a human workforce, businesses are also changing their interpretation of customer service. Gone is the focus on hitting timed targets, now focusing instead on the outcome of requests for assistance. Given the newfound respect for outcome-based results and the range of dilemmas a client can present, is it really possible to imagine a world where customer contact points staffed by humans don’t exist? Instead of concentrating on a future dominated by bots, what if we were to combine the power of bots and humans to propel customer service to the next level?
Working together to improve customer service
Nobody doubts that technology has a part to play in the evolution of business and relationships between companies and their customers. However, there are limits and restrictions. If you’re at the end of your tether, the last thing you want is to try and navigate your way through an automated system. If you’ve got a faulty product on your hands, or you need help with tracking an order that seems to have disappeared off the face of the earth, it’s much more useful to speak to a person. It doesn’t matter how intelligent a chatbot or how advanced the technology is, sometimes, there’s no substitute for human interaction and conversation.
The wonderful thing about collaborating is the ability to bring two unique skill sets together. Although humans and bots are very different, they have attributes and capabilities that actually work in tandem. Consider a hectic day with customer calls for help coming in thick and fast. There’s a mixture of clients, all wanting different things. The bots can sweep in and take care of routine enquiries, producing results in a matter of seconds. Meanwhile, more complex issues can be handled by individuals who have expertise and experience, identifying practical solutions and keeping customers on side. The ability to handle everyday, routine conversations quickly and effortlessly is just one perk of the human-bot relationship.
Preparing to introduce chatbots to your business
If you’re thinking about implementing chatbots in your business, there are a few considerations to mull over. If your bots have contact with customers, it’s particularly important to think about the kinds of questions you want them to pose. Questions should be simple, and it should take minimal effort for the bot to provide an answer. The next consideration is the fundamental difference between AI and human intelligence. You only have to look at the case of Microsoft in 2016 to understand the potential impact of bots going off-piste. That’s why Natter.ai has developed a system called HAI (Human Artificial Intelligence) that compiles messages from all your contact points into one inbox, and gives your human team direct control of the chatbots that will handle the conversations. Your bots will propose responses, but won’t send them without verification from a human, ensuring the right answers are given whilst benefiting from the time-saving perks of chatbots. Humans can also modify responses where a more personal touch is required. For out of hours contact, full AI mode can be switched on, ensuring your customers requests for help never go unanswered. HAI allows businesses to utilise the strongest benefits of both people and AI in collaboration, and is built around the idea that the greatest gains to businesses and their customers will come from those that utilise the strongest benefits of both people and AI in collaboration. If you’re ready to embrace chatbots, call Natter.ai today to see how they can take your customer services to the next level.
Originally published at Natter.ai.
