Each time a customer contacts a company's customer service department, it can be a challenge to evaluate their service experience. Not all responses can satisfy them. The interaction between agents and customers can sometimes be "incorrect" due to the influence of professional knowledge and attitude. Therefore, automated response tools such as Chatbot are increasingly being researched and widely used.
1. What is a chatbot?
Chatbot (Virtual Language Assistant) is a technology that uses artificial intelligence (AI) to perform automated responses to requested interactions based on pre-programmed algorithms and response data, without relying on human activity. Chatbots can read and understand human text queries or speech and provide appropriate responses. Users can perform tasks such as changing passwords, PIN codes, checking account balances, or requesting answers to questions through chatbots.
2. How will chatbots change contact centers?
With the ability to automatically interact and respond to queries, Chatbot helps Contact Center automated operations, less dependent on human intervention. Here are some beneficial changes that language virtual assistants bring to Contact Center call centers.
Reduce customer call time.
Chatbots do not provide redundant responses influenced by attitudes or emotions like humans do. All queries are handled quickly and according to predefined business rules. Customer requests will be resolved faster with a higher success rate.
Optimize the performance and efficiency of call center agents.
With chatbots, contact centers can simultaneously answer thousands of customer inquiries.
With the integration of Chatbot, IVR and ACDCall center agents will be able to reduce some tasks that can be replaced by chatbots, allowing them to focus on processes that require high emotional intelligence and professional skills. This will reduce pressure and lead to better work performance. Businesses will also save a significant amount of money by not having to hire many call center agents.
High information accuracy.
Advanced chatbots are being developed Machine LearningTo respond to pre-programmed interactions, there will be no misinformation or incorrect knowledge (except in the case of low-quality chatbots) due to the influence of emotional factors and lack of honesty like humans.
3. Limitations of Chatbots.
A common misconception about chatbots is their ability to understand and answer all the information that this technology can handle, but the truth is that current artificial intelligence has not yet developed to that level. Chatbots at the present time are NEVER ENOUGH to ensure superior customer service.
Chatbots aren't smart enough.
It's not that chatbots aren't intelligent at the present time; it's just that they aren't intelligent enough to replace most human tasks. Currently, chatbots mostly only learn to be used in low-complexity interactions.
Chatbots lack emotion.
One thing that can be stated with certainty is that this technology will never reach the level of understanding and sensitivity that humans possess. Although there are also applications Sentiment Analysis Support in analyzing emotions through speech. In many cases, especially when dealing with customer complaints, the emotions and attitude of the call center agent in resolving the issue are sometimes the key to satisfaction.
4. So how can Chatbot deliver the best results?
In the future, the best approach is to view Chatbots as tools to assist call center agents in handling simple, non-emotional inquiries. For example:
- Extract and classify information at simple first points of contact.
- Support for automatically retrieving customer information stored in the system (such as account information, credit card balances, payment deadlines, etc.).
- Use chatbots to create a difference in the level of "fun, comfortable" communication, like some smart assistants or stress-reducing communication apps available on iOS, CH Play, etc. You can also apply this to your call center.
Summary.
In summary, Chatbot has been and continues to be an artificial intelligence technology that brings value to the operations of Contact Center as well as many other tasks in life. In addition to the obvious benefits of automating certain communication activities at the current level of basic and intermediate automation, it helps businesses optimize operational efficiency and reduce labor costs. However, chatbots clearly still have many limitations as they are not yet "smart enough" to handle all the more difficult requests from humans. And there is one thing that Chatbot can never do as well as humans, and that is thinking and feeling. Let's look forward to an era where humans train robots to reach the pinnacle of artificial intelligence. It is certain that in the new decade, chatbots will change and significantly influence human life.
