AI bots are being used more and more in customer experience, and with the current pandemic, these virtual agents (VAs) are becoming increasingly essential. Currently, most bots do basic tasks that mimic traditional IVRs, however they are limited. Growing customer expectations add a new level of challenge. 60% of customers report bots do not understand their needs properly so companies must invest in AI capabilities to keep up and ever competitive. An AI-powered experience platform serves as a great way for organizations to start integrating the technology in their customer service.
Avaya, a multinational enterprise communications company, envisions a customer-oriented future based on AI-enabled voice and chatbots. As customers are becoming more comfortable with the use of these bots, Avaya suggests investing resources in making customer interactions easier to understand and memorable. To do so, integrations like cognitive intelligence and customer journey mapping are vital. Additionally, customer expectations must be considered and followed by companies. This can be done by introducing small-scale, attainable applications. When successful, virtual agents can “talk” customers through complex customer journeys and understand them better.
Furthermore, organizations can take advantage of the capabilities of bots by enabling reverse handoffs. Agent-bot handoffs offer customers a seamless experience as they go from being assisted by an agent to continuing the journey with a bot. An example of this includes a customer filing a claim with a insurance company, who can then go to being guided by a text/SMS bot that sends useful articles, how-to videos and general guidance.
To wrap up Avaya’s expectations for AI bots, companies should also analyze customer conversations for key insights by using speech analytics. AI capabilities that are based from open API architecture, cloud-based and predictive are best for gaining deeper customer insights, personalizing interactions and reducing operating costs. Lastly, a highly efficient way to get started with AI bots is using pre-built VA solutions. These solutions can be customized from a dashboard to fulfill a variety of tasks and navigations for customers without disruption.
In summary, AI bots for customer experience is set to become an integral part of customer service within the coming months and years. Companies that are able to future-proof their customer service will have a distinct advantage with the right AI technology in place. Avaya is paving the way with its outlook on AI that emphasizes more human-like conversation, customer journey mapping, agent-to-bot handoffs, and communication analytics.
The company Avaya, provides businesses with communication tools, applications, unified communications and contact center solutions. It includes products such as voice, video and applications, as well as large-scale communications systems and cloud-based services. Avaya’s products and services have helped businesses to stay connected and collaborate easily in order to grow and become more successful.
The person mentioned in this article is Brooke Neitzel, who is the Vice President of AI Solutions for Avaya. She has been working for the company for almost five years and is an expert in advanced AI development, innovation and service. With her industry experience, she has been able to identify customer needs and create strategic initiatives for Avaya’s AI products. Additionally, Neitzel regularly contributes to conversations surrounding the potentiality of AI and its use in the customer experience.
