EVERYONE’S on the ‘net. More and more users are getting to be tech savvy. You may consider yourself a small mom-and-pop business or an “old school” establishment. But businesses nowadays have caught on and placed themselves on some digital platform, whether it’s on Facebook or Instagram.
In the same light, global businesses have taken this cue and made customer service easier by adding “self-service” options. Got an issue? Help via a virtual agent will always be available 24/7 via phone, chat, or email.
But … people like to talk especially when they need answers quickly!
The Gen-Z consumer base appreciates the technical ease that comes with advancements in artificial intelligence (AI) and companies are making headway in terms of delivering on customer expectations using AI. Unfortunately for the moment, current AI leaves room for improvement because it cannot mimic human interaction yet. The solution?
Don’t ditch your human agent.
Here’s why.
First, you want to avoid confusion. AI, Natural Language Understanding, as well as Natural Language Processing, have given virtual agents the ability to handle multifaceted self-service requests. But the customer experience isn’t as seamless or as easy as it’s supposed to be. Often the case is, services that the customers need aren’t on the menu. The customers are “trapped” with no exit and clients are left guessing what the next step should be.
Another issue is information overload. The choices can be overwhelming and the customers aren’t sure which option to take. Imagine having an irate client wait on a sales and marketing message to end before they could punch in their choices.
AI can’t mimic real, live breathing human empathy.
Not yet at least. Whether they’re aware of it or not, humans look for empathy in dialogues. The virtual agent, chatbot, or AI can come across as weird (or even creepy). The word used in client feedback is “terrifying”. Robots that are made to resemble and behave like humans can get a little too scary for comfort. What makes it even more terrifying is when companies try to trick users into thinking that the person at the other end of the line is human. When clients figure that out, they become so annoyed that they refuse to talk to a virtual agent.
Add the amount of data made available to the virtual agent. When a “robot” knows all your information, customers feel that their privacy is invaded.
Humans are wired for meaningful, live dialogue. But when you combine empathy with technology, and a passionate workforce, you will likely exceed customer expectations.
Personal service. Positive customer experiences. We make it happen in NEARSOL!
NEARSOL is a US-based BPO and service company that offers clients custom-design solutions. With major hubs in Manila and Iloilo, it began operations in 2006 and has since gained a strong presence in the Latin American regions, the Caribbean, and the Asia Pacific, winning many awards for quality and service along the way. Most recent of which is its Great Place to Work-Certified™ Recognition, a global accreditation that tells stakeholders what employees think of the company culture.
Visit our LinkedIn to learn more about our company and our global footprint./PN
