If you read the media hype about chatbots, you might get worried thinking that Artificial Intelligence will cause widespread contact center extinction. During this interview with CTO Alex Black of Enghouse Interactive, we share a different perspective. You need to focus on making your chatbot contact center smart.
Is your chatbot contact center smart? Click to Tweet
We have a great opportunity in the contact center industry. We all know that providing an excellent customer experience and serving customers is both noble and financially rewarding for organizations.
Contact center agents are irritated
We also know that contact center agents do not find gratification in their job when they have to answer the same type of request from customers over and again. It’s an even greater irritant when the request is remedial and basic. They want to be challenged, they want to deliver maximum performance so they can achieve greater levels of fulfillment.
When agents feel like their learning and growth has stalled, they begin to look elsewhere. Sometimes they look within the organization, but most times they explore external opportunities.
When contact center agents find no gratification in their job. Click to Tweet
Higher skill on the rise
Many studies in the industry point to the fact that customers want to self-serve but also want access to live support. As younger generations, that are native to technology, become mainstream participants in society, good self-service can be beneficial for customers and the contact center.
To receive this dual benefit, you should consider making your chatbot contact center smart while improving the skills of agents as they will need to support more demanding customer requests. Look for ways to take all of your institutional knowledge and making it part of your chatbot development.
Making your chatbot contact center smart
Being able to make your chatbot contact center smart was of interest when I met with Roger Jing of Rulai at the Contact Center Expo.
Roger Jin of Rulai on low-code chatbot development in contact centers. Click to Tweet
As he explained their “low-code” chatbot development tool I began to see another opportunity for making a chatbot contact center smart.
If a customer service manager can easily use a drop-down toolkit to write scripts and create action items there is a greater chance for it to perform better. When people are able to use their experience from directly communicating and interacting with customers, the risk failure should be much lower.
Rulai is a team of proven researchers, engineers and industry professionals with extensive track records in AI development. Our team members have unique expertise, building AI platforms and technologies for Facebook, IBM, Baidu and Alibaba as well as leading award-winning academic research. Collectively, we have made pioneering contributions to natural language processing, deep learning and personalized recommendation systems. Source: http://rul.ai/
Low-code development is coming to you
Forrester defines a low-code development platform as: platforms that enable rapid application delivery with a minimum of hand-coding, and quick setup and deployment, for systems of engagement.
We all know that IT just can’t keep up with the rapid pace of change and the need for agility. In order for businesses to stay in step with customer needs and ward off competitive disruption, the business needs technology faster.
Here’s how IT can keep up with the rapid pace of change. Click to Tweet
In order for contact center leaders to make their own chatbot contact center smart, they need a low-code platform. It’s extremely difficult to manage a contact center, the people in it, and customer relationships. They can’t be expected to add application developer to their skill set.
With low-code tools as part of their toolkit, making a chatbot contact center smart can be a whole lot easier.
Are you ready to play Artificial Intelligence chatbot builder?
If you don’t want to wait for IT and want to get rid of the mundane and repetitive work in your contact center then contact Roger Jin at: roger [at] rul.ai.
Join me on the Fast Leader Show Podcast
Listen to the Fast Leader Show now. It’s an energizing docuedutainment (don’t look it up I made it up) podcast released each Wednesday and hosted by Jim Rembach. Each week, Jim introduces you to real folks (from the call center industry and beyond) with real stories of how they were able to get over the hump and lead themselves or others better…faster. You’ll learn how to become a better leader (faster) through their stories by improving your employee and customer engagement through the power of improving your emotional intelligence. Get more human-centric and move onward and upward…faster.
Jim Rembach is the Editor in Chief of the Customer Service Weekly and it’s Podcast host. He is President of CX Global Media and the creator of the Call Center Coach Virtual Leaders Academy. As the host of the Fast Leader Show Podcast, he has interviewed hundreds of experts, authors, academics, researchers, and practitioners on various angles, viewpoints, and perspectives for improving the customer experience. He has held positions in retail operations, contact centers, customer support, customer success, sales, and measured the customer experience. He is a certified Emotional Intelligence practitioner, Employee Retention Specialist, and recipient of numerous industry awards.