Four Things to Know Before Merging AI to CX

  • Four Things to Know Before Merging AI to CX

Before you make the switch to utilizing bots which can be more cost effective and less frustrating to deal with, it is vital to keep in mind that they are a means to an end. Implementing them into your current strategy can be advantageous, but keep the following things in mind before merging artificial intelligence in customer service to CX.

  1. Not all customers will be satisfied

    One thing to keep in mind is that introducing bots into your strategy is not for everyone. It is true that now is the time for implementation and some people are open to the idea of dealing with bots, however, not all people are not convinced. Some prefer to deal with humans and will not be satisfied solely communicating with robots. Keep in mind also that despite your belief that the customers will not be able to tell, this is not true and it is wise to have a human being ready to take over for a customer who is frustrated with a robot.

  2. It is crucial to script your bot correctly

    If the bots are not set up properly, the customers will more likely become frustrated. Bots run mainly on scripts because they are not as sophisticated as Al-driven machines. If the script of a bot takes a customer astray, they will become even more frustrated and this can have detrimental effects on your business and reputation. In some cases, customers may even start to migrate to alternative companies and spread the work that their experience on the phone was frustrating.

  3. Bots are an agent’s best friend

    When a bot is capable of taking care of part of the call such as confirming an order or resetting a password, this helps avoid wasting the agents time and keeps them available to answer more specific customer questions or concerns.

  4. Bots are not able to provide care to customers

    Despite common beliefs, it is not possible to form relationships with bots and customers may miss the experience of connecting with a human being on the phone. When there is only one person, the emotional element of the conversation is missing and this can affect the customer’s overall experience. It is undeniable that people appreciate the value of human interactions.

Carefully implementing bots into your current strategy can be beneficial to both your profits and the company as a whole. It is important to keep in mind, however, that the value of human interactions is priceless and delivering a high quality customer experience should be a top priority.

By |2016-11-02T00:00:21-06:00November 2, 2016|


Matt Rocco is the President/CEO for Etech Global Services. Matt is a 38-year veteran of the BPO industry. He has held key leadership positions within Dun & Bradstreet, The Berry Company, and Etech Global Services. In the past 38 years, he has spent time in every facet of call center operations and outsourcing processes. Matt has been an avid speaker at many industry events and was featured in the articles of various renowned periodicals including The Wall Street Journal, Contact Center World, Call Center Magazine, Call Center Times and others.

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