Chatbots, AI and the call centres.

These are quite possibly the biggest buzzwords in the industry at the moment, as the majority of global organisations battle to find the right #digitaltransformation solution to improve their #customerexperience.

There are a few of points I will share that could make your #cloudmigration into the chatbot environment a success. Historically, companies have rushed into implementing #chatbot solutions because it was the 'in thing' without diligently assessing the end to end capability for #seamless integration, scalability and the ability to future-proof the business.

This is due to the sheer number of solution providers that initially promise the world, but are then unable to deliver a solution void of gremlins. How many of you have been frustrated by a 'bot' that has been unable to solve your query? I know I have!

Adversely, most organisations have several business verticals that misalign on their digital objectives, which subsequently frustrates identifying the right solution partner as they end up implementing an unforgiving chatbot solution. This coupled with a lack of execution and understanding is detrimental to the business, as customers choose a competitor.

It's true that most digital solutions have very similar capabilities, however the appetite of most organisations who seek differentiation is palatable.

Then there's the elephant in the room! What happens to people in the contact/call centres? Do they still have jobs? The answer depends on three things, an organisation's people policies, and the appetite to #upskill the workforce and government regulations intertwined with Unions. These are inescapable realities that can be solved through a collective effort.

Today's digital solutions that are lead by Artificial Intelligence should be 'human enabled'. What do I mean? They should allow for the Human-AI tango. The coexistence of humans and robots in the context of the contact centre or sales environment. This is a key differentiator that organisations should not ignore and they should be actively seeking out.

So in essence, chatbots, AI and contact centre solutions that are able to future proof their business, deliver an incredible customer experience through seamless integration across verticals, win the day and the hearts and minds of businesses and customers alike.