When it comes to blended experiences, success hinges on intelligent chatbots and agents handing off interactions absolutely seamlessly. According to a recent report from Publicis Groupe’s digital agency Digitas, "73 percent of survey respondents said they would never use a chatbot again if they had a bad experience during their first encounter.” And it’s no wonder when one considers the consequences of less-than-seamless bot-to-agent handoffs.
If customers are forced to take action (e.g., leaving the window they’re in) to reach an agent, or the chatbot transfers them successfully but with none of their accompanying information, you’re actually worse off than if you hadn’t attempted automation.
Your customers will be outraged because you’ve wasted their time with a cumbersome process that’s yielded no results, and your agents will be unhappy because now they must work to re-establish their rapport with frustrated customers before they can even begin to resolve the outstanding issues.
As a result, customer satisfaction scores plummet, conversion rates drop, costs go up, and frustration levels run high among both customers and contact center employees.
Customer Journey Analytics is a useful tool to avoid such bad customer experiences. By analyzing customer experience across all touchpoints (using proxies such as avg. time spent or drop-off rate) in a customer journey, your team can get valuable insights into the customer behavior that will help them improve the customer journey.
To avoid bad customer experience, your chatbot should be intelligent enough to recognize when a customer is starting to get frustrated and hand them off to an agent before any damage is done. Additionally, your chatbot should always transfer the entire context of the conversation to the agent, so they know exactly how to approach the conversation and can help the customer revolve their issue much faster.
For more insights on how blending AI with agents is transforming the contact center and reducing costs, download our eBook.