Customer service is a critical component of customer experience. Research shows that by 2020, 94 percent of websites will likely have a chatbot interacting with their customers on the website & . As artificial intelligence (AI) moves into this important domain, businesses need to understand the potential of technology and how to leverage it for enhanced customer experience. Most executives know that artificial intelligence has the power to change almost everything about the way they do business and could contribute up to $15.7 trillion to the global economy by 2030 per PWC, but what many business leaders don’t know is, how to deploy AI, not just in a pilot, but throughout the organization, where it can create maximum value.
“Intelligent Agents will directly influence 10% of all purchase decisions.
- Forrester, Predictions 2018: A year of Reckoning
Research shows how companies are investing in Industry 4.0 to enable digital transformation revealed paradoxes in several areas, including strategy, supply chain, talent, investment which leads to NextGen Customer Service.
“True digital transformation typically has profound implications for an organization—affecting strategy, talent, business models, Customer Service and even the way the company is organized.”
The Fourth Industrial Revolution has both expanded the possibilities of digital transformation and increased its importance to the organization. Industry 4.0 combines and connects digital and physical technologies — artificial intelligence, the Internet of Things, additive manufacturing, robotics, cloud computing, blockchain and others to drive more flexible, responsive, and interconnected enterprises capable of making more informed decisions and excellent customer service.
“Organizations are largely still finding a path that balances improving current customer relationship management with the opportunities afforded by digital technologies for innovation and business model transformation.”
The Era of Service Experience
What was the biggest pain point in using Chatbots for Customer Service?
- They are not intelligent enough
- They get stuck and don't know what to do next
- When they transfer a customer to a human agent, that agent asks the customer to repeat all the information I given to the virtual assistant
You should put customers at the center of a multidisciplinary, agile approach: alignment of strategy, design, and technology around the customer journey, enabling innovation of the product service experience through iterative, incremental activations and deliver continual enterprise transformation at speed and at scale.
Intelligent service management assistance should be a robust, full-featured service management suite. It should be simple, affordable and aided by virtual agents with artificial intelligence. It also seamlessly should integrate with enterprise CRM and security. The solution should leverage untapped sources of information, namely, the voice log of customer complaint calls to support centers and the maintenance records generated by field service agents against those complaints. It then creates an Intelligent Database that can be searched in real-time using AI techniques to retrieve the best possible answer to a new complaint.
Some chatbots interact with customers to resolve issues, conduct transactions and answer queries. The best enterprise chatbots mimic the effectiveness of your top customer service agent, salesperson or support technician. The fact that these chatbots are “bounded,” or operating within a certain context (i.e. mortgages, utilities, wireless) ensures they can better support the conversation. These are also commonly referred to as conversational virtual agents.
For businesses, chatbots need to be smarter to be effective. These chatbots can integrate with enterprise systems, leverage Big Data, and use artificial intelligence to help customers resolve issues or conduct transactions. These chatbots are also referred to as virtual agents or virtual customer assistants and are being used by enterprises to achieve incredible results. If these chatbots make a mistake, the risk for the brand can be high. Example - what would happen if a banking chatbot answered a policy question inaccurately?
The intelligent service should be:
- Ready intelligence engine on service and claims/warranty management
- Combination of pre-processing, post-processing and intuitive usage of NLP and ML algorithms
- Smart and multi-modal (voice, chat, sense (touch) conversation leveraging derived intelligence)
- Assured business continuity and automated concierge via command center
- Easy and seamless integration with enterprise CRM and security
- Templatized deployment on public/private/edge Cloud and on-premises systems