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While phone is still the most important channel for customer service, voice-based chatbots represent the holy grail of customer service automation, enhancing customer experience to the latest digital standards and delivering a rapid return on investment.
After transforming games such as chess, Jeopardy and Go, artificial intelligence (AI) is set to radically transform customer services. Fast in exchanges and self-learning, providing precise answers to customer requests and offering a personalized business transaction service, chatbots are set to replace contact center agents, mobile apps and websites.
Machine learning changes everything. Put simply, machine learning recognizes a pattern after first learning it. Specifically, in customer relations, machine learning can identify a customer’s need, and a well-trained intelligence chatbot can deliver truly impressive results that can be compared to those obtained through human intelligence.
Learning consists of giving examples of sentences to the learning machine and detailing the corresponding intention. To be efficient, this learning has to happen before a chatbot is launched and continue throughout the first few weeks after launch. If the chatbot doesn’t recognize the intention with enough reliability, human intervention becomes necessary.
Beyond machine learning, some providers are offering an ensemble of mature and accessible technologies that are enabling the construction of chatbots—speech to text, text to speech and API management—which can:
While phone is still the most important channel for customer service, and because call center costs remain high, voice-based chatbots powered by AI represents the holy grail of customer service automation—delivering a rapid return on investment, including an increase in self-service utilization rate and increased customer satisfaction. All this amounts to a complete revolution in customer experience.
In Western Europe, the public sector occupies a special place in the customer relations landscape. Public sector services, country to country, have varying levels of maturity and therefore, different user experiences. These differences not only have a significant impact on the type of technological solutions needed to properly manage user relations, but also on the specific stakes of the public services: the volume and complexity of interactions, the weight of political power, data security, accessibility and the quality of the customer relationship. How can Contact Center as a Service (CCaaS) solutions meet the challenges of public services?
Current challenges of customer experience (CX) include keeping up with customers across a wide array of communication channels and accommodating agents who wish to work from home. When your existing Contact Center as a Service (CCaaS) solution can’t do it all, API-powered CX technologies can give your contact center the functionalities it needs to keep your brand competitive and your agents satisfied.
Digitalization, the popularity of instant messaging applications and the growing use of smartphones have significantly changed the way people communicate with brands. Customers have become used to "ATAWADAC" services, "Anytime, Anywhere, Any Device and Any Content".