Jun 17, 2020

Improve Customer Interaction Using AI without Being Artificial

Some customer care leaders are concerned that using artificial intelligence (AI) technology to automate customer interactions will create clunky, robotic, artificial-feeling conversations.


In an age where the focus is on creating authentic, meaningful conversations, AI can feel to some as though it’s the wrong thing to do.


In fact, as AI makes its way into more and more customer conversations across the digital landscape, the appropriateness and the benefits of AI are becoming very clear.


With the right kind of artificial intelligence powering chatbots and other digital self-service technologies, interactions feel not only human and authentic, but right in line with what customers actually want.


Here’s how you can approach AI in your organization without fear that your customer interactions will become artificial.


Recognize that the nature of customer interaction itself is undergoing major change


To say that digital interaction is somehow a less human mode of communication is to miss how human interaction has changed. Take messaging, for example. Consumers love messaging one another. Many even prefer it to phone calls for normal, everyday conversation with family and friends.


Texting is now the most used form of communication for American adults under 50. On average, Americans also text twice as much as they call.1 Messaging powered by AI, therefore, closely mimics the interactions many humans are having now anyway.


Messaging itself has become a very human mode of communication. Rather than approach it with reservation and suspicion, companies should be downright fervent about deploying technologies that provide the ability to automate as many messaging interactions with customers as possible at scale.


Aim to improve the overall customer experience, not just the parts that are being automated


There’s no question that chatbots can be used to replace human support for certain kinds of interactions, those low-complexity questions where customers can get a quick and easy answer on their own, without having to call and speak to a human.


But AI benefits are not limited to the channels in which they originate, nor does AI operate in a silo, disconnected from other channels. On the contrary, the best technologies today are adept at not only seamlessly transitioning customers from one channel to the next, but also making ensuing live interactions far easier by delivering the details of the conversation to the agent.


In this way, AI is a key performance enhancer to both non-human and human channels, delivering value to all aspects of the customer experience.


In instances where customers need help, chatbots are there to engage real, live humans as soon as they’re needed, and even seamlessly transfer customers to live agents when necessary.


Don’t obscure the fact that you’re using chatbots


Using a chatbot is not something you need hide. In the example above, the interaction declares, “I’m a chatbot.” This is not only okay, it’s to be embraced and encouraged.




Customers today actually want more automated conversations because they realize that handling simple issues without having to engage human support is faster and more convenient.


When customers are asking questions of companies, they’re often in a hurry and want things resolved as quickly as possible. They’re after results, and if those results are delivered more quickly with automated solutions, so be it. There’s no need to hide the fact that your company is invested in technology to serve customers better.


Use the right kind of chatbots for automated conversations


All chatbots are not created equal. The ones with the most limited capabilities are those that are capable only of serving prepopulated answers to pre-identified questions – offering an experience that isn’t tremendously superior to site search. These are the kinds of interactions that do feel sterile, robotic and clunky.


Today’s most advanced chatbots, however, are capable of handling a wide breadth of interactions that are able to answer more questions along a customer’s journey. They can even be integrated with business systems to perform a variety of tasks on behalf of the customer.


These advanced chatbots can enhance the customer experience in several ways:


Intent Recognition and Prediction. Intent recognition leveraging predictive technology is able to identify the intent of the customer experience and recommend the best next step on the journey. Predictive technology can even be used to predict the customer’s next question and provide agents with the most appropriate resolution path in advance of the customer asking.


Natural Language Processing. Customers can type in natural language and are given the appropriate, accurate response.


Personalization. Logged in customers can be served a more relevant and personalized journey based on their online behavior, account information, shopping cart status and more.


Continuous Experiences. Live agents entering the journey are informed of the customer’s prior interactions so that customers never repeat themselves, thus providing a continuous experience.


Rich Media. Chatbots can share all kinds of rich media including links, photos, videos, forms and more with customers right in the messaging window.


Targeted Marketing Offers. Predictive technology can also be used to deliver targeted marketing offers to customers at the right time, at moments when they are most likely to want to make a purchase, driving incremental revenues.


Commit to learning


In order for your AI system to inspire confidence with customers, it has to keep pace with their evolving needs. Contact centers have traditionally directed ample resources toward keeping agents trained and informed on changes to content, business processes, products, market conditions, as well as evolving customer preferences and needs that impact how calls should be handled. You need to bring that same diligence and appetite for evolution and learning to your AI system. One way is to use a platform that is designed to learn over time. The system can be updated by a content manager, but live chat agents are in a perfect position to evaluate points along the journey where AI can improve. As agents discover new content that the AI system should handle, they can input it, so that the system is constantly learning. Tagging is just one example of how this is done. This way, the system is continuously tweaked to perform better and handle a growing breadth of issues over time.


Realize that personalized journeys really means customized journeys


Sometimes the language we use can taint or obscure the real meaning of what we’re trying to achieve. Yes, customers want personalized interactions, and “personalization” is a buzzword that gets a lot of attention in the arena of customer care.


But the root word “person” within “personalization” can cause distraction. What customers really want is for their journey to be customized to their needs, and the fact is, achieving this customization through automation doesn’t make the interaction any less “personalized.”


In your conversations with others, instead of personalized journeys, talk about “customized journeys” or “journeys tailored to individual needs” because that’s more accurate to the core of what customers want. You might find this especially helpful when discussing your project with internal stakeholders. It sounds like a small thing, but choosing the right language can help you keep your conversations focused and help you avoid unnecessary resistance to your ideas.


Deliver the Kind of Intelligent, Automated Conversations Customers Want


With more chatbot implementations than any other vendor, [24]7.ai is the right partner for deploying AI-powered chatbots that make big improvements to customer service, sales, and technical support.