Time to evolve a Siri-like CHATBOT
2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—although as of yet, nobody seems to have figured out a way of getting them to write it. So what are these exciting new digital automated friends doing to help where they are most needed, in the customer experience.
Automation in customer experience is all about making things faster, easier and more streamlined for customers—so automation can be said to deliver a more personalized experience, as we don’t have to repeat ourselves multiple times, and explain our problems to different agents every time we contact an organization.
Pretty much any organization today has some sort of customer experience process in place, and that process has evolved along with technology. From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center, and multichannel communications, to the omnichannel experience. Customer experience professionals love the omnichannel. It allows them to shift their customer experience from a fragmented model (when you call the contact center 10 times, you get 10 different contact center agents, and you have to authenticate yourself and your problem 10 times too), to a seamless, or “smart” omnichannel experience (you make contact one time from any communication medium and enjoy a continuous conversation).
With a multichannel Contact Center, the goal in delivering an awesome customer experience is gluing the pieces together: linking the various knowledge and functional teams to customer service, delivering new capabilities and features that, eventually, enable us as customers to call one time, and see our problems solved. This first-touch resolution wasn’t possible before and vendors continue to bring new tools and technologies to achieve that. Customers however want more as they evolve as digital citizens.
At heart, many brands are still providing customer service the same way: you initiate communication with a person in the contact center, and they respond, albeit now that can be done via phone, e-mail, text or social media. And, let’s face it, people still don’t like contacting customer service. We are still really reluctant to make that initial contact—we don’t get the immersive experience we seek as consumers.
The promise of artificial intelligence to deliver the combined objectives of first-touch resolution and immersive experiences is almost complete. Avaya is leading this transformation with an upcoming evolution in its technology, where chatbots, amongst other modular analytics tools, are only the beginning of a brave new digital world. Our R&D and customer experience folks are perfecting that digital persona “who” is intelligent enough to learn from experiences, predict your preferences, and resolve your problems—almost before you know you have them.
So why stop there, I ask? I don’t want to talk to a robot, I want to see them, joke with them and maybe play a game together. The technology to allow that to happen is here, isn’t it? We have headsets, digital glasses—surely, whatever is coming can catch up with my dreams. Maybe. In the meantime, we have to live with Siri.