by twieberneit | Sep 1, 2017 | Blog |
A few weeks ago I wrote an article about customer service in a world of ambient computing. This article looked at customer service from a customer’s point of view. In it I described how I see customer service getting humanized again by leveraging the advances in AI technologies like Natural Language Processing, speech-to-text- and text-to-speech generation along with intent determination. Leveraging these technologies customer service will turn into a conversation and it won’t matter anymore whether service is delivered by a bot or by a human. For the customer it will all appear to be the same. Instead of FAQs or web searches, bots will be the first line of support and escalate a problem to humans if they cannot solve it on their own. The obvious question is whether there will be an impact on the customer service center? And it probably does. Call centers, and with it the service agents as well as their managers, already now are under intense pressure to deliver, and to deliver more efficiently. With the increasing use of call deflection technologies like FAQs and communities there is a trend for the incidents facing the agents becoming more challenging. For example Helpshift states that already with its technology it is able to deflect about 90% of all incidents, which are solved via the native in-app FAQ that is delivered by the them. This statement basically says that the support staff is basically relieved of dealing with simple matters but has the chance to take up the more challenging ones. Still, in a world of ambient computing any given app can have hundreds of...
