AI & DATA ANALYTICS
“ We follow a simple equation to create value from a chatbot : multiply the number of conversations it has by the average value per conversation ”
LARS ROPEID SELSÅS FOUNDER & CEO OF BOOST . AI
is key to ensuring that “ happy and connected ” outcome . “ A happy customer is one who isn ’ t left waiting on hold for three hours for a simple matter – that ’ s exactly where AI slots in ,” says Rio . “ A large proportion of consumer enquiries are simple , easy-to-fix matters , which can easily be picked up by AI support . The faster consumers receive answers and solutions to problems , the higher their satisfaction , and in turn , brand loyalty .”
Even for more complex requests , there is no reason why an AI-powered chatbot cannot perform just as well as a human . “ Customers also want quality answers , delivered with empathy - and this is where AI is invaluable , says Lorant . “ The power of AI means that over time , bots are also able to analyse and understand the sentiment of a customer ' s language . A curious customer asking for an order update has different needs to an angry customer whose order is late . In the inevitable event of a bad interaction , it ’ s vital that chatbots can both remedy the issue in the short term and
122 April 2021