AI & DATA ANALYTICS
company . Lars Ropeid Selsås , founder and CEO of boost . ai , adds that another issue with chatbots can come from when they are too narrowly defined : “ A bank , for example , can have thousands of customer effective because fewer people will interact with it .”
Harnessing the benefits of technology in customer service , then , requires a keen focus on both how it is deployed and how it might interact with customers . boost . ai ’ s Selsås says the company has come up with a metric to determine a chatbot ’ s worth . “ We follow a simple equation to create value from a chatbot : multiply the number of conversations it has by the average value per conversation . We believe this is the key to getting the best results .” With that in mind , chatbots can reap rewards for both customers and companies . “ With a scaleable , broad-scope solution , you increase both the quality and quantity of conversations that a chatbot can assist with . You empower customer self-service by having the chatbot perform actions on their behalf and , in turn , free up human operators to focus their attention and expertise on inquiries that may need extra attention .” Of course , the more human-like a chatbot is , the easier the interaction for the customer . “ We ’ re now seeing a significant shift towards the adoption of digital customer service agents that leverage AI and natural language processing ( NLP ) to provide a more seamless service to customers ,” says Abbasi . “ Such solutions understand the context beyond the language , enabling a more natural conversation that
service requests per day . If it implements a chatbot that can only help customers with credit card inquiries , then anyone looking for assistance with their home loan or pension is going |
The Norwegian
Labour and Welfare
Administration chatbot was estimated to do the equivalent work of 220 full-time employees
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doesn ’ t have to follow a strict linear process and the customer to communicate the enquiry in their own words .” Such an approach is beneficial for both the customer , who has less |
to have a bad experience . Similarly , if that same chatbot is hidden away on the ' credit card ' section of the bank ’ s website , it is less |
opportunity to become frustrated , and the company , which can much more efficiently deal with complaints . |
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