Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Bots: Four Reasons Why They Will Revolutionise Customer Experience

Blog
4th October 2016

bots customer experience

The (ro) bots are among us, and willing to answer our questions by email. Whether they are simple or sophisticated, bots could redraw the landscape of the customer experience, both in B2C and B2B.

There are already more than 11,000 bots ready to discuss anything on Facebook Messenger. Call them bots, chatbots, conversational agents or robots; whatever the name, they have arrived in force, ready to reinvent the customer experience.

Using artificial intelligence, messaging software can communicate with customers almost as naturally as a human would. Today’s main messaging tools can use bots (Messenger, WhatsApp, etc.), and they are also found on many other platforms (Axa, KLM, Uber, H&M, Sephora, Skyscanner, Wall Street Journal, and more).

While some bots only provide basic information (product catalogue links, delivery dates, etc.), others aim to sell a product or service: the botlist.co directory provides an early glimpse at the incredible creativity of start-ups in this area.

Here are four reasons to watch the bots:

Reason one: Bots are ultra-reactive, economical and an excellent complement to the work of customer experience professionals.

Well-designed bots can instantly run thousands of applications, operating 24/7, without the same costs that are generated by hiring additional people.

They analyse customer requests and promptly provide relevant answers. When more in-depth help is required, or the stakes are too high, the contact is referred to an advisor so there is no gap in service. This eliminates or greatly reduces wait times.

For brands, the real challenge is only automating only what has to be automated, while reserving the most vital tasks for human advisors. At this stage of technological development, we must think of bot integration in terms of them complementing our people, rather than replacing them.

Reason two: Some customers prefer to chat with bots.

The old adage that customers always prefer the “human touch” is false. Around half of them consider it important to resolve their own problems without contacting a customer service team.

Bots are well-suited for speed, autonomy, and reducing emotional cost and personal commitment for customers (for example, they can use SMS to allow customers to avoid a conversation).

Reason three: Bots can complete, or replace, mobile apps.

For many brands, mobile apps have not lived up to their initial promise. Customers are quick to uninstall them, and they rarely allow for regular contact to be established with users.

Today, the public expects to encounter more bots than apps. And they want 24/7 service, quick responses to simple questions, ease of communication and an easy process for logging complaints. Bots could, therefore, succeed where apps have failed, or supplement the unsatisfactory areas.

Reason four: Virtual assistants can offer full client support.

The majority of bots are simply software able to answer standard questions. If we add artificial intelligence, they can become virtual assistants.

Sage recently unveiled Pegg, an intelligent accounting assistant. Users send “him” documents (like receipts and expenses) and then ask questions like: “What receipts do we have for this month?” or “Who still owes me money?

The ultimate goal of this approach is for users to interact with software and databases, rather than undertake difficult tasks themselves that could easily be automated. This is a promising development for the customer experience, and it extends across multiple complex sectors, including health and technology.

With the help of bots, customer experience can remain a natural, human process while incorporating the best technological elements and enabling true self-service.

What do you think of the potential of bots and AI in customer service? Leave a comment below and let me know, or get in touch on LinkedIn.


Helen Murray
Article by: Helen Murray

News & Insights

Solution Designer
Service Provider
Technology Enabler
Blog
5 secrets to engage Gen Z as an employee

Author: Melanie Buckley, HEAD OF PEOPLE CORPORATE SERVICES UK, INDIA & SOUTH AFRICA Gen Z represents an untapped goldmine of talent and innovation, but challengingly, they bring the job market a set of values and desires entirely unlike any previous generation. Here Melanie Buckley, Head of People Corporate Services, Webhelp UK, India and South Africa, looks at the top 5 secrets employers...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Another Award winning year for Webhelp and Sky

It was a successful night for global customer experience expert, Webhelp, and leading telecommunications provider Sky, at the UK Customer Experience Awards yesterday. The fiercely competitive awards, which highlight excellence in the CX industry, were held at London’s Wembley Stadium. In a...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp hosts industry discussion on generational differences and their impact on CX

Webhelp hosted the second of our Disruptor Dinners at the Shangri-la at the Shard in London yesterday, as part of our highly regarded yearlong series, which examines and identifies significant disruptors of Customer Experience (CX). This session looked at the impact of changing generations on...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
Generation: Cohort views on CX and the workplace

The Webhelp Disruptor Series Part 2: Generation: Cohort views on CX and the workplace This paper reveals the results of our exclusive YouGov study on age-influenced attitudes to multi-generational working and customer experience, as well as gathering informed viewpoints from sector leaders,...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook