Most brands are being asked to deliver client facing resolutions, as quickly as possible, to complete with demand and fend off the competition. Over the last few years many brands have started adopting new technologies like AI and chatbots to offer always-on self-service, at scale, cheaper than ever before.
Chatbots and virtual agents are being implemented across multiple industries already, helping customers accomplish a wide range of tasks.
In a recent presentation, Dean Upton, Director of Strategic Consulting Blueworx, and Jeannette Browning, WW IBM Watson Sales shared portions of a survey(2) conducted Global Contact Centre Benchmark providing several reasons why self-service channels are key to the future of customer service.
While these technologies have helped reduce call center operational costs,
“Is your brand providing fast, effortless, accurate resolutions on the very first contact, regardless of channel?”
In recent article, Jonathan Young, Program Director, Watson Engagement, referenced a study that stated that “more than 62% of customers will consider switching to a competitor after only 1-2 bad experiences with a brand.”(1)
Here are some key points to consider:
- Given a choice, 70% of customers today prefer messaging over voice for customer support
- Most customers today expect seamless interactions with brands whenever, wherever and however they want.
So while AI-powered conversational agents often can address 60% – 80% of common Tier 1 support questions, incorporating the ability to escalate their issues to a human agent is still a necessity.
The goal should be to, integrate AI, bots, messaging and human agents into one intelligent platform,
allowing consumers to instantly get answers from AI-powered bots, with human care representatives brought in seamlessly in real-time, if a bot is not able to answer an issue satisfactorily
This new approach integrates AI, bots, messaging and human agents into one intelligent platform. This approach would also need to incorporate effective DevOps to ensure that these brands can quickly deploy conversational chatbots and scale to meet the growing customer demands.
Here is an example showing the logical view of a omni-channel cognitive contact center from, Jeannette Browning presentation on AI(2)
In this system, Watson is like an agent itself. Watson sits alongside human agents. If Watson can’t answer something, the system passes is seamlessly to a human agent.
If you are looking at transforming your customer experience, you could consider investing in AI / cognitive solutions that include IBM Watson API Services such as Tone analysis, Natural Language Understanding Conversation, and Speech to Text.
For more information check out IBM Watson API Services.
Also checkout my blog on “Adding cognitive insights to your applications using IBM Watson Tone Analyzer” to improve the effectiveness of cognitive chatbots.
1. “Jonathan Young AI is redefining customer service. Does your callcenter stack-up?”, https://www.ibm.com/blogs/watson/2017/11/ai-is-redefining-customer-service-does-your-call-center-stack-up/
2. Dean Upton and Jeannette Browning, “The Complete Cognitive Contact Center – Creating the ultimate customer experiences”, https://www.slideshare.net/Goblueworx/ibm-watson-and-blueworx-the-complete-cognitive-contact-center
3. Chris Vennard , “The future of call centers and customer service is being shaped by AI”, retrieved 1-13-2018, https://www.ibm.com/blogs/watson/2017/10/the-future-of-call-centers-is-shaped-by-ai/