ROBOT AND HUMAN: HOW TO BLEND THE TWO TO CREATE THE ULTIMATE CUSTOMER EXPERIENCE

If you work in a business of any size, form or function, chances are you’re being asked to do more – sell more, resolve customer issues faster, hit targets that are ever increasing. Which is all fine, except you’re not being given any more budget – for training, for recruitment or financial incentives. Please do more with less. Not interested in hearing excuses. Sincerely, every manager who ever existed.

While this no doubt rings true for many managers, maybe even keeps you up at night or keeps you active on employment sites, there is something that can release a bit of the pressure – Artificial Intelligence. Yes, the bots. Bots who can give speedy answers on chat, phone, website, text or social media. They can answer the routine, common questions customer service agents are being peppered with every day. They can have an immediate impact on your customer service stats – answer basic questions and collect information quickly and easily. Happy customers who don’t have to wait, happy business hitting targets quickly and easily.

This might make you feel better. But it also might send a chill down your back. If robots are the new front line in customer service, what will become of me, of my team? Surely we will be seen as redundant if there are cheaper, automated solutions who can keep going and going, with no breaks, no weekends, no turnover, no burnout? Read more

Joel Hill - Dynamic Business - 9 May 2017