Self-service is generally not a new concept in the world of retail and customer support. In fact, a survey conducted by Zendesk found that 67% of consumers now prefer to resolve their requests or issue without speaking to a company representative.
How do organisations expand the capabilities of their Live chat solution to deliver not only reduce the pressure on contact centre and support teams but also exceptional customer experiences?
The ideal customer experience hasn’t changed that much, in its essence the best experience is the one where the customer reaches their desired outcome with as little friction as possible (Hubspot). What has changed is, how customers reach that outcome and how organisations deliver it.
Humley, a UK-based Conversational AI software provider and VKY, an Intelligent Automation and RPA services provider, today announced their partnership to deliver innovative solutions to transform customer services and contact centre support for organisations.
Conversational Assistants can be deployed to a wide variety of communication channels from mobile and voice to social media platforms, meaning organisations can support their customers regardless of how they choose to interact with them.
There is a solution to help reduce the pressure on contact centres by enabling customers to more effectively self-serve and manage their requests without the need for human support. Conversational AI is the next evolution of chatbots, providing enhanced capabilities through its utilisation of Machine Learning and Natural Language Understanding and in the case of Humley’s solution, actionability through integrations with RPA and internal business systems.
The digital age is upon us. With the increasing popularity of digital communication channels, primarily driven by social media and the 24/7 service culture. But there remains the challenge for many businesses of how-to better support and engage with the generation that the digital revolution missed.
As increasing numbers of organisations explore Conversational AI to meet this demand, it is important that business leaders understand the potential applications of the technology to support their customers, employees, and suppliers.
Conversational AI enables utilities and energy providers to deliver increased levels of support and enhanced customer and employee experiences regardless of the time of day or the complexity of the query.
In these unprecedented times Conversational AI Assistants could offer insurers a solution to help them manage the increasing demands on their services.
Conversational AI has been on the radar for many organisations over the last few years. With such demand, it is important for organisations to understand what exactly Conversational AI is and how to implement it to achieve transformative efficiencies and the outcomes desired.