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Yes. Chatbots (or "Virtual Assistants") for handling routine customer care inquiries. IBM Watson Assistant is the leader in this increasingly crowded (Microso
by DebtDeflation 7y ago
Yes. Chatbots (or "Virtual Assistants") for handling routine customer care inquiries. IBM Watson Assistant is the leader in this increasingly crowded (Microsoft, Google, Amazon, and dozens of startups are competing with them) space. The tech-savvy may look down at the current state of "AI chatbots" but large enterprises in all industries currently spend a fortune on staffing call centers that predominantly handle questions like "I forgot my password can you reset it?", "I lost my bill, can you send me another copy?", and "I'd like to sign up/cancel/modify a service". Chatbots work well enough to handle 30-40% of these types of inquiries at a far lower cost than a human (who is mainly just reading a script anyway).
- sgt101 7y agoAll of those 30-40% problems you cite are actually arguements for spending a bit on improved FAQ's, website processes and IVR's. Businesses are likely to react to a successful pitch for a solution in that space with a bit of cash to do it tactically. For chatbots to become a thing they will have to jointly solve problems with customers, and they can't just now...
- DebtDeflation 7y agoAgree that more should be spent on better FAQs and better self-service search. But IVRs? No, just no. Most people start pounding the zero button and screaming "Agent" as soon as the IVR picks up, and if it doesn't immediately transfer them to a live agent they just hang up. It's a horrible customer experience.