Chatbot: The Future Customer Experience

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In Brief

“By 2019, customers will request support for services via Mobile Messaging Applications and Social Media. Thus, the transportation industry will come to Internet Bots and Mobile Applications crossroad where advancement is required to meet higher bars of expected productivity; and thus,revenue bases, accordingly.”

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  As the number of transistors applied to integrated circuits have been doubling annually for half a century, Artificial Intelligence (AI) is being adopted in the business world as the shorthand for “shaping more things in more places in more ways on more days”, and expanding the same way. One AI success story of today is Chatbots. The computer program designed to interact with humans through either text or speech is often used as a Dialog System in many jobs with lower skill requirement complexities and has become a major channel for customer service and information acquisition. Chatbots has been so effective in extending positive and satisfying experiences to the point that customers don’t even realize they were engaging with, indeed, extraterrestrial immortality; a bot.

 AI is capable of recognizing the content and context of information as well as questions by and answers pertaining to each and every customer. In general, customer service Chatbots answer questions based on provided keywords, a lot of times of which can be used to predict ensuing ones, e.g., questions pertaining to product types typically circle around certain areas and characteristics that are followed by color and price. Some inquiries, on the other hand, do not contain keywords that predict anything meaningful. Imagine rhetorical tomfoolery ballyhoos and uproarious knee-slappers Alexa or Siri receives with no intention of ascertaining information in the first place, never mind directed elsewhere. Chatbots will be able to identify incoming traffic that need no response, eventually. Thus, the constant systemic advancement that went into the prototype we have today, ultimately, making a mark on the slippery slope of history.

 Chatbots consists of three core columns that work interactively to make things happen: the Messaging Platform, such as Facebook Messenger, Skype, and Kik, all of which are Chat UIs (User Interface) that the customer interacts with as the first person. The second is AI that understands the language and human algorithms that translate technical meanings into formats that mean something to computers, thus, what to do next. Lastly is Integration where communication data integrates with organization Enterprise Resource Planning (ERP) or Customer Relationship Management (CRM) programs that process information to customers in meaningful ways.

 In the foreseeable future, Chatbots are still not able to replace human interpersonal Contact Center jobs, yet, although some types of non-complex dialogs are being managed successfully, notably for corresponding unskilled tasks such as answering questions and comments. Well-developed systems are able to acknowledge customer dissatisfaction and forward the conversation to actual customer service for more complex interactions.

The following are 4 examples that illustrate effective AI operations through Chatbots that resulted in impressed customers.

1. While Customer Service is a matter of 24-7 convenience for customer support, cost-effectiveness, is the benefactor on the other side of the coin that gives Chatbots a double advantage at the table as it works tirelessly around the clock with low maintenance requirements. Workfusion, the developer and service provider of SaaS (Software-as-a-Service) data platforms that automates and manages corporate data that process information by learning human behavior and incorporating machine learning solutions, has developed Chatbots that analyzes and archives conversation with customers for future customer support references and usage. For example, for tasks such as answering basic questions about costs, invoice collection, and etc, that gives the customer a truly virtual receptionist service. Chatbots is able to perceive customer feelings and assess situations for solutions that better satisfy customers.

2. Up to present, businesses resort to, e.g., background musical to facilitate idle time during customer waits in the process of ascertaining help with customer service in the hope of reducing boredom and anxiety resulting from incertitude. With Chatbots, however, customers will no longer have to wait, most certainly with cases that have occurred many times, previously.

3. Another benefit of storing precedented supportive scenarios and outcomes is that  Live Support Agents can take advantage of such information and tailor make particular ways to handle each customer that come with distinct factors that require attention. Personalized Interaction, in other words, enable Chatbots to offer itself in an unprecedented way as an optimized helpline for customer care. In so doing, not only is it able to store and analyze customer information, but also troubleshoot and solve problems in real time, as well.

4. With unforeseen objectivity and taking absolutely nothing personal, Chatbots are able to make friends and forge a relationships with mostly anyone. Every company expects customer service representatives to have a good relationship with the customers and work proactively to meet their needs, at least as much as is possibly manageable. Chatbots take on the mind boggling task with little to no effort by constantly fostering and maintaining customer-brand relationships, be it through e-Happy Birthday messages or even customer satisfaction surveys on provided services and products on various appropriate occasions. All of which makes Chatbots the ultimate champion of Brand Loyalty any proponent could ever dream of.

In the Supply Chain and Logistics corner, real time transparency and oversight presents a key success factor going forward. Key data and information can be distributed beyond the boundaries of Logistics Software where end-user data can be stored Messenger Platforms. Tracking Numbers are no longer required for delivery queries as Chatbots handle all pertaining information and store with real time retrievability. Digital maps display present shipment location up to the second, also. Most importantly, however, is seamless interactability with customers in the nick of time. Chatbots are also capable of eliminating disconnection and data-database redundancy-duplicacy from each department storing and managing similar, yet, different versions of the same thing that require endless verification and synchronization, come crunch time. Not only that, customers are able to make reservations and interact directly with the previously off limit information center to conduct various transactions and queries through the smartphone. (For example, Youredi Bot, a Chatbot innovation for customers-company two-way communication.) Thus, optimizing customer engagement, cost-effective procedures and human resource management all in one token.

However, study and analysis of past data suggests the key attribute customers look for is quick and attentive response to inquiries and demands. In their eyes, every aspect of the put forth query is deserving of a resolution. Some customers only need telephone interaction without supplementary communication through other channels. While some people prefer staying in touch through new technology for exciting new experiences, Chatbots can unequivocally enhance the potential of customer support in unimaginable ways. According to a study by Gartner Inc., an American research and advisory firm providing IT consultancy for business leaders across the world from the HQs in Stamford, Connecticut, United States; “By 2019, a significant number of customers will be requesting service support via mobile messaging Apps and social media. Thus, in the near future, the transport industry will be going through a stage of development and adoption of internet bots for mobile. The additional applications will make the business more efficient and, ultimately, expand revenue bases as well.”

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Reference and photo  techcrunch.com, forbes.com, pexels.com

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