Making the Most of Chatbots and Artificial Narrow Intelligence in Customer Interactions
[Estimated read time: 3 minutes]
With so many business buzzwords out there these days, the true meaning can become easily lost. One such word? Seamless. A fancy word, but what does it mean and how does it apply for your business? Why should you care? As Forrester notes, “Successful brands focus on developing a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey.”
The days are gone where you could force your customers to communicate with you in just one fashion; you need to give them a personalized experience with smarter self-service. If your customer wants to communicate with you in a certain channel, it is necessary to escalate the conversation in a way that is both smart and allows you to get feedback. In order to better engage with your customers, it is important to have one consistent brand experience and seamless interactions at every touchpoint.
Technology is Key
Regardless of what channel or device the customer chooses, they want to feel confident that the interactions they have with you will feel similar. Experiences need to look and feel the same and share the same functionality and information. Regardless of whether the customer chooses to self-serve or talk to an agent, the information presented back to them must be consistent. Although there are many different ways technology can help, the best tools are able to understand the customer’s intent.
For example, software that uses natural language processing can infer what customers truly need based on what they type in a chat window or messaging app. This type of functionality allows your customers to communicate with your brand like they would with their friends — in natural language, without trying to figure out how to get the technology to do what they want. To that end, as a brand, you can use a blend of human agents and chatbots. Use the bots to handle specific, repeatable tasks, such as problems that are easily resolved by utilizing existing information, and free up your agents for more complex issues.
The Role of Artificial Narrow Intelligence
Artificial narrow intelligence (ANI) is a critical component to making chatbots work. Bots powered by ANI can be programmed to do very specific tasks, with speed that a human couldn’t match. (Plus, bots never get bored!) This allows your human agents to focus on more meaningful conversations.
Interactions are still personalized to each customer, since bots can tailor their answers based on information gathered in the past or conversation history with that particular customer.
Chatbots: The Droids You Are Looking For
The purpose of using chatbots for customer service is to “converse” with customers, understand what information they need, find it, and formulate an answer. This is done through the use of natural language processing to understand the question asked by the customer and respond with what information can be gathered from the company website, FAQs, knowledgebase, or approved external sources.
For example, chatbots can answer questions such as:
- “What time is the flight?”
- “How many screens does this plan allow?”
- “How long is the wait time?”
If the bot is unable to answer the question based on the information available, the customer is then escalated to an agent.
If sent to an agent, full context is sent along to make sure this interaction is as seamless as possible using the information collected up to this point. In such a way, you are keeping interactions convenient, consistent, and conversational for the customer and are providing a better method of communication for them with your brand. Imagine messaging a retail brand and chatting with a bot about a particular item, asking if your local store has it in stock, then having the item held for you or shipped to you.