In the past, using chatbots to automate customer interactions was more of an exciting trend than an urgent need. However, today, the perception of this precious technology has changed a lot, for various reasons.
First, there is also a need to keep up with the significant increase in the workload on human agents created by Covid, which is also pushing many companies to turn to conversational automation.
Additionally, there is a growing awareness that live agents, no matter how well trained, can always have a bad day, hold out of date information, or just forget the answer. These things can result in the loss of a customer or a sale and can be easily fixed by automating much of the traffic.
As chatbots have become more of a commodity for businesses rather than just a trend, new challenges arise. Especially in the omnichannel era, being able to make the most of conversational automation while staying consistent across all different channels is no easy feat.
How do you deal with it then?
A more mature mentality
“The modern way is definitely to automate customer service across all channels. But now the mentality has to mature a little, “he notes Arman van Lieshout, Product Owner at CM.com.
According to van Lieshout, companies need to understand that even if they are automating their conversations, there is still a level of complexity involved, even if it’s not necessarily on the human side of things.
“It’s no longer about hiring multiple live agents, managing opening hours, etc.,” he explains.
“There is a new set of challenges for businesses: optimizing operations in the automated environment, timely updating and understanding what exactly they are trying to achieve.”
For example, while it’s relatively easy to perceive a customer’s frustration in a natural conversation, automated conversations pose a challenge in this area. When you automate interactions using chatbots, you can no longer rely on your agents’ intuition in real time, which makes it more difficult to identify the underlying customer problem or request.
“That’s where we see a lot of challenges for our corporate clients,” says van Lieshout.
“Companies begin their automation journey by taking certain arguments into account, believing they know what their customers are asking; but once they are published, suddenly the analyzes show something completely different. “
As a provider of conversational automation solutions, CM.com’s primary challenge is to help companies understand their customers’ needs and how to achieve them while automating.
Catering for business users
When it comes to their conversational automation solution, CM.com has made a conscious choice to cater to the less tech-savvy audience of business users.
“Our goal is to ensure that non-technical users can achieve the same results as a technical user, allowing them to benefit from a deep learning model without being tech savvy,” says van Lieshout.
Working with business users, CM.com’s initial goal is to build a realistic understanding of what conversational AI really means.
“While automation relieves a lot of pressure and significantly reduces the workload for agents in real time, there is still work to be done – it’s just a different kind of work,” explains van Lieshout.
“Our job is to make sure our customers understand this as they embark on this journey.”
Another key goal is to ensure business users have the best possible experience by carefully guiding them through their conversation automation process.
“Automating conversation is a wonderful journey, but it can also be extremely challenging if you don’t have the proper guidance,” notes van Lieshout.
“That’s why we accompany customers not only as they learn how to use the solution, but much further on.”
CM.com offers a code-free, intuitive and easy-to-implement solution: Conversational artificial intelligencedesigned specifically for business users.