Call Center Management Featured Article
Are Chatbots Actually Improving Customer Experiences?
We’ve heard all about the benefits of automation in the call center for some time now. Being able to handle routine calls in a faster and more efficient way as well as helping customers to help themselves has been the key focus.
Now, with artificial intelligence (AI) in place, it makes sense to check that the benefits being boasted are as great as once thought.
Chatbots and voice assistants are reducing the time on hold, making the jobs of agents easier and more meaningful and changing how businesses get their customers through the purchase funnel. But, the important question of whether or not they are doing the job of growing customer loyalty and satisfaction needed to be raised.
Studies show when customers are being told they will be interacting with a machine, the rate at which they go through with actually making the purchase is reduced by 80 percent. The fear is founded on an idea that the non-human agent may be less knowledgeable or able to provide needed support.
Not all is bad news though.
While some customers may be apprehensive about machines, there are many others that have grown accustomed to automation and feel completely comfortable working with chatbots and automated systems to work through their query.
According to a Forbes piece, seventy-one percent of customers reported they feel okay using voice assistants like Siri and 74 percent said they would use “conversational assistants” if they need to research or buy products and services.
The reduction in wait times is a huge driver of the acceptance for AI in the customer journey. Other factors driving increased acceptance of human-machine interactions in the call center includes
According to another survey from Capgemini (News - Alert), consumers are also engaging with chatbots more in 2019 than the previous year due to their ability to quickly help and provide immediate responses.
The report found that, compared to last year, the number of consumers using voice has “shown a meaningful increase.” Of the businesses surveyed, 76 percent reported realizing quantifiable benefits from their voice and chat initiatives.
Improvements in customer experience isn’t the only reason more and more businesses are turning to AI in their call centers. It’s also reduced staffing and allowed them to cut hiring costs while offering virtual agents capable of quickly and accurately meeting customers needs.
Edited by Maurice Nagle