AI & DATA ANALYTICS
“ Just look at the rise of digital assistants in the home and audio-only social media apps , like Clubhouse : we are moving away from the heavy reliance on text-based services ”
FAISAL ABBASI MANAGING DIRECTOR WESTERN & SOUTHERN EUROPE , MEA & LATAM , AMELIA , AN IPSOFT COMPANY learn from the experience for the future . “ Sentiment analysis can enable chatbot response to be personalised to each customer , providing them with a unique response each time and understanding when to seamlessly transition the query to a live agent ,” says Lorant . “ If a customer does not respond well to a bot , it will know in the future to not provide that same response again , or to escalate an enquiry sooner . However , if a customer can leave the experience happy and with their questions answered , then businesses are more likely to achieve customer loyalty and retention .”
Going forwards , a number of trends are set to dominate the ways in which we interact with companies . One major move is the medium through which companies can be accessed , as Rio explains . “ With everything going remote , there ’ s been a huge increase in customer demand in the digital space , with the majority of queries now going through phone , messaging apps and social media . This is where chatbots can make an impact .” Alongside those new mediums are new methods such as voice . “ Just look at the rise of digital assistants in the home and audio-only social media apps , like Clubhouse : we are moving away from the heavy reliance on textbased services that have dominated for many years ,” says Abbasi . With these new approaches leading the way , the future of chatbot customer service looks a lot less headache-inducing .
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