by twieberneit | Apr 6, 2017 | Analysis, Blog |
Following some of my posts on AI in customer service environments I got contacted by Daniel Doctor from Tenacity who invited me for a chat with Ron Davis, the founder and CEO of the company. Which I had. And it was an interesting conversation. In my articles I spent a lot of time focusing on how AI, machine learning and chatbots can help improving both, the customers’ and the service agents’ experiences by making sure that all relevant data is collated and available, reducing wait times for customers, being able to already suggest good solutions to both, customers and agents, and so on. The objective is at all times to have the customer get a good solution as frictionless as possible and to enable the service agent to concentrate on the hard jobs. The idea behind this approach is that it reduces customer irritation by having the answer faster and improves the agent situation by making the work more attractive. After all, who of us loves dull, boring and repetitive work. Not many, I bet – certainly not I. Of course, this is only half of the truth. Service agents, like all employees also react strongly on who they work with, who they work for, whether they have the right tools at hand to get their job done, how their stress levels are, whether their private lives are untroubled, whether they have enough sleep, and so on. Additionally, the more interesting situation of the dull jobs being taken care of by the machine creates stress, as the customers tend to already have an elevated level of frustration that was...
