Value-Adding Customer Service with Chatbots and RPAs

StartUp City | Wednesday, February 06, 2019

Customer service doesn’t just mean being friendly to customers; it is a vital element of business operations that can affect a company’s recognition in the public eye. Several well-known companies have been in the news because of poor customer service policies.

Today, people remain loyal to a brand only if they have a good reason to do so. Otherwise, they could choose a competing brand. As a consequence, companies must work harder to keep customers and build their confidence in the brand. By providing the best customer service, a company increases trust. The chatbot is a key to customer service modernization. According to an Oracle survey, 80 percent of brands intend to use chatbots by 2020, While a Ubisent study stated that 35 percent of consumers want more companies to use chatbots, the practice is still quite new, and this is interesting.

Simple chatbots scan the keywords in a customer request to provide pre-packaged answers, while more sophisticated AI and machine learning chatbots can use natural language processing to create more complex responses and conversations. AI chatbots are more flexible even if the person who speaks does not give the exact message t. Instead, they learn actively from their conversations to help customers achieve their objectives.

Robotic automation for customer service plays a critical role in helping customer support agents automate time consumption and manual tasks prone to errors. The same automation can also be applied to customer self-service processes where a representative of customer service is not involved or required.

Robotic process automation offers businesses a high value for reducing costs and increasing productivity. From the past few years, there has been a significant increase in interest in RPA, which is increasingly regarded as the cornerstone of digitization and is one of the most important management agendas. The RPA market is expected to reach $8.6 billion by 2023, growing at a CAGR of 36.2 percent in 2018-2023, according to a study by P&S Market Research. However, RPA can be used more than just customer engagement. It can also transform back office processes, free employees from repetitive tasks to concentrate on more complex and value-added work.

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