Assistance through virtual assistants is becoming more common, but few people know the resource behind this, artificial intelligence.
It is increasingly common to find calls made through virtual assistants, the famous chatbots. According to Gartner, by 2020 85% of customer service interactions will be performed with this technology.
But what few companies are looking at before entering the chatbot wave is the structure behind the use of this artificial intelligence function. This is because, without the right complementary structure, chatbot can be just another feature, without expected gains, such as reduced costs and service time.
Before deciding to include chatbots in customer service, it is important to structure some processes and automate functions to ensure a 100% optimized application. These are some examples:
1. Have a service platform
This will greatly facilitate the application of virtual assistants in the routine of your company. When a company already uses the Ellevo platform in its routine, for example, it already has a catalogue of services and a well-designed routine.
In addition, the platform already has a variety of service history information. This makes it much easier to identify the possibilities of the chat application, the key demands you will have to respond to and the fastest customer feedback.
2. Forget the manual work
If you use chatbots, keep in mind that it should be used to the point of replacing your team’s contact with the client. If not, it’s because there’s a little margin in the application of the technology.
Those who adopt a service platform do so precisely so that there is no human service, resulting in wasted time and professional overhead. To reach this level, the work process must be well designed, leaving the team responsible for the strategic work, creating constant improvements.
3. Internal or external use
It is possible to use it in both situations, but in companies that have interaction with the client, the most interesting thing is the external application.
Issuance of duplicate invoice, change of password, consultation of some purchase information. All this, which would previously reach a call center, can be resolved through the application, for example, in a matter of minutes.
4. Chatbot alone is not the best application
Today, another automation technology is gaining importance in companies. It is the RPA, where robots integrated into systems already used by a company perform operational tasks previously performed by humans.
It follows the same premise as chatbots, which is to streamline processes and reduce the repetitive work of professionals. Together, they are even more efficient and can guarantee a totally automated routine, with efficient and agile equipment, without renouncing excellence in customer service.
In all cases, chatbots are still a great option, the main objective of which is to simplify. Customer service is much faster and easier, without the involvement of multiple industries and people.