How can AI and chatbots reduce contact center costs?

You can think of AI as a super-smart computer brain that can learn and make decisions, kind of like in video games. Chatbots are like friendly robot helpers you can talk to on websites. They can answer your questions anytime, really fast. They're great for quick help, like finding out store hours or getting quick tips, and they get smarter the more you chat with them. They don't replace real people but they're like helpful assistants who make sure you get answers when you need them.

In the front end could consider Agent Assist as an AI tool. Using Agent Assist will provide Human Agent all tricks how to solve or address customer issues. Companies wil decrease more SLA. In the back-end using IA over Chatbot companies can also reduce customer journey, reduce troubles questions, pull customer faster directly to right subject and reduce human interaction.

AI and chatbots are only as good as the data behind them and the knowledge you feed it. If you don't yet have a solid data strategy and knowledge base with accurate information then implementing AI and chats will only serve to frustrate your customers and add costs to your operations as people will start with the chatbot, then call into your contact center. These are very powerful tools that can absolutely drive operational excellence and customer experience, but without the pre-requisites, it is not a guarantee.

AI and chatbots are teammates in the tech game. They handle the easy stuff, like answering simple questions or giving quick info. This is like having extra players in the game, so everyone isn't super busy all the time. Plus, chatbots don't get tired. They can work all day and night without breaks, which saves money because you don't need as many people working at once. Since they learn as they go, they get better and faster at helping, which means even more savings for you. It's an instant level-up without spending extra coins.

AI and chatbots are really helpful for customers because they provide quick responses. We live in a world where people like to get things done quickly. You ask a question, and you get an immediate answer, which is super convenient. They are available 24/7, so you can get help anytime, even late at night. They understand your questions well and give accurate information, making it easier to get the help you need without confusion.

Even though AI and chatbots are helpful, they do have their own issues. Sometimes, they don't fully understand complex or unusual questions, kind of like how a new player might not know all the rules of a game yet. Also, customers can get frustrated if they want to talk to a real person but keep getting a chatbot instead. That feels like wanting to speak to the coach but only being able to talk to the assistant. Setting them up can be tricky as well. You have to make sure they know enough to be helpful and that takes time and effort (something most of us are running low on). While they're great in many ways, there's still room for improvement.

1. Stop writing paragraphs about it. 2. Start with your main goal and mix in your chosen chatbot. 3. Add in real-life customer scenarios and stir well, testing and tweaking the chatbot's responses. 4. Season with continuous training and enhance the chatbot's abilities over time. 5. Blend in team enthusiasm and make sure everyone's ready to work with the chatbot. 6. Serve up a well-prepared chatbot, ready to help make your customer journey a breeze!

Better to start in a simple flow. Define easy follow metrics and control the environment as much as possible. Even if the service flow is straightforward, it is essential to plan in advance. Conducting a preliminary ROI analysis is also crucial, as it provides justification for the project.

Teach it well. Your chatbot needs to learn a lot, just like students do at school. Teach it about your company and the kind of questions customers might ask. The better it learns, the better it can help the people you serve. Don't set it and forget it. Keep an eye on your chatbot. Make sure it's secure and doing what it is supposed to do.