The future of Customer Engagement is here. Using cloud-native technologies, and AI, it is now possible to create completely personalized customer experiences that go far beyond the stereotypical customer ‘personalization’ where a bot may (or may not) just greet you by your name.
You can create Customer Experience where your customers can converse freely with an automated assistant using AI to better serve their need. A chatbot on your website can automatically activate itself using Predictive Engagement, when it identifies a high risk of a customer navigating away without a positive outcome. This balanced approach ensures that the bot isn’t a nuisance for this customer, but neither does it rely solely on the customer’s actions.
Because the digital assistant can understand what they freely say or type using NLU (Natural Language Understanding), your customer feels more in command of the conversation. Yet it can steer conversations as needed to ensure positive outcomes. Consider the need to purchase an airplane ticket. One customer may say “I want to book a flight…” and wait for the next question. Someone else may add all the details in one go (“…from London to Paris, the day after tomorrow, and make it a late flight because I have a meeting beforehand!”). The digital assistant understands either phrase. It will skip any questions it already has answers to, and only ask for any missing information to be able to fulfill each request. In this way, it matches the customer’s way of expressing their need. Equally important, the digital assistant can also answer freely using Generative AI, as opposed to using a canned set of responses. These two features provide a more organic feel to conversations.
While an organic conversation does improve the experience, it does not necessarily fulfil customers’ needs. In a modern, cloud-based solution, the digital assistant is constantly sending information to, and receiving information from, the Contact Center. This allows the digital assistant to gain possible insights into each customer’s new or existing needs (e.g. open orders or tickets), as well as provide a backdrop of the past relationship between each individual customer and the organization (past number and type of orders/tickets, Speech Analytics of past interactions, etc.). Thus, the digital assistant can significantly adapt its behavior to better serve each individual customer’s needs.
This exchange of information is not only key to the digital assistant, but also to the human one, who may need to take over from the digital counterpart at a crucial point in the conversation. Using seamless handoff makes the digital and human agent partners under the single unifying cause of better serving your customer. And to strengthen this AI-human partnership, Agent Assist allows the Contact Center to further aid the human agent while conversing with the customer. It provides the right information at the right moment, as effortlessly as possible. Which not only improves the customer’s experience directly, but also the agent’s experience, which further improves customer experience in general.
We, at Barphone, are here to help your organization re-engage with your customers, using our extensive knowledge and experience to provide exceptional customer service.
All in all, a good day for CX!
