Introduction
It is an era of technological advancements and expansion. With an extensive number of companies introducing some or other advanced technological innovation in the form of products or services, there is no doubt that technology is swiftly substituting the human brain. People are now developing an increased dependence on these advancements.
How AI and Automation Are Transforming Contact Centers
Contact centers are in no way left unaffected from these developments. With technologies like chatbots replacing the services offered by customer support executives, there is no doubt that the introduction of these technologies at a huge scale is bound to create a higher technological dependency and unemployment.
Chatbot, the short name for ‘Chat Robot’, is a computer-programmed text and voice-based interface powered by Artificial Intelligence (AI) technologies. Allowing the end user to interact with it and extract the requisite information, a chatbot is much more efficient as they stay on the job 24*7.
However, companies need to understand that customers still prefer to interact with humans to get any of their queries resolved. To meet this need, the services offered by the customer support executives are the safest option. Believe it – the service delivery by a customer care representative is far better than the automated answering machines. Wondering how? Read on 6 facts that make customer support agents better than chatbots and how the latter is better than the former.
Table of Contents
- Seamless Customer Experience
- 24×7 Customer Service
- Reduced Stress
- Personalized Service
- Personifying the Brand
- Offering Training
Seamless Customer Experience
Since a chatbot is a programmed interface that is designed in a way that enables an easy interpretation of the customer’s query, there can never be complete reliability in the experience offered by these machines. It is possible that the machine is not able to interpret the query raised by the customer and, hence, offers an inappropriate solution.
These concerns do not arise when a customer support executive is delivering the services. A human brain can easily interpret, understand and resolve all sorts of queries raised by the customers in comparison to the machines that have a limited set of data inserted. The customer experience, in this case, is likely better than with chatbots.
24×7 Customer Service
Customers can have queries at any point in time. Therefore, any customer-centric organization needs to be available at their service 24*7. And this can only be possible if they have a staff recruited to handle such queries. While implementing the Chatbot feature is a great idea to be at your customers’ service at all times, it is certainly not completely reliable.
There can be times when the customer begins to ask something that is not fed in the AI or is difficult to interpret by the machines. In such situations, Chatbots won’t be able to serve any help, and the need for customer support executives is substantiated. Having a customer support executive on board takes away the stress of leaving customer queries unresolved or on hold.
Reduced Stress
Using an automated machine is a definite cause of stress and tension. While many believe that this feature can ease the stress from the user’s life, it is important to understand that Chatbots can also cause excessive stress. This can be the case if there is an uncertain delay in resolving the customer query or helping them connect with the right representative.
Such and many other similar situations do not arise if there are customer support executives employed to handle all the queries. These executives not only handle their queries but also help in making sure that the customers are not facing any unnecessary stress at the organization.
Personalized Service
Since chatbots are a programmed service, delivering personalized service to every customer is not possible. This is the domain where the role of the best and most experienced customer support staff is undeniable. Having a well-trained customer support staff on duty can make it possible for you to deliver personalized services to your customers. This would allow them to discuss their issues easily and comfortably with the staff, who, in turn, is eligible and trained enough to provide you with the requisite solution.
Personifying the Brand
If giving your brand a unique identity in the market is your target, then opting for chatbots is not the right option for you. Chatbots are an automated machine functionality that does not offer any personalized touch or service to the customers.
Having a team of customer support executives on board is a great way to give a human face to your brand. The ways your support team interacts with the callers, the pace at which they resolve their queries, etc., give your brand a unique identity.
Offering Training
Chatbots are a virtual customer support team that enables the delivery of customer support services as per the set standards and guidelines. But, this is not the case with customer support executives. There is a possibility of offering requisite training and releasing the guidelines as per the requirements of the new process or function. Training the staff with the right tricks to handle customer queries and attain their maximum satisfaction is a sure-shot way to attain success.
The Power of Human Interaction Supersedes Technology
Undoubtedly, advanced technological developments have improved our lives. Chatbots are undoubtedly an innovative way to improve customer interaction, but they still cannot replace human interaction completely. Therefore, the best way out is to employ a mix of both these types and enable the delivery of such a customer experience that surpasses all expectations.
