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How Bots Are Changing Customer Experience

Despite the dilemmas that we all have regarding the use of chatbots, AI seems to be the way forward for customer experience in the future

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Customer Support

In 2011, Gartner had prophesied that "By 2020, customers will manage 85% of their relationships with the enterprise without interacting with a human."  We are still a few years away from 2020, yet we can see that the prophesy is almost true. Artificial Intelligence (AI) is changing the customer experience as we used to know it.

Unrelenting pressure to not just to fulfill but to surpass the customer expectations has forced the CMOS to harness the power of AI. Apple's Siri, Amazon's Echo, Google's Assistant are some of the popular examples where AI is being used to enhance customer experience.

These are only some of the chatbots that are revolutionizing the way businesses interact with their customers. In fact, over humans, these support tools can provide a huge number of advantages. First, obviously, they don't need time to rejuvenate so they can function 24x7, thus, ensuring your customers can reach out to you round-the-clock.

Second, by saving time, costs and being more efficient, chatbots can clear up time for customer care representatives to pay more attention to more complex customer issues, as the machines can address the routine issues only.  This means customer service reps can undergo training and development to better hone their own personal customer service skills.

The third advantage is that chatbots, like intelligent machines, can learn as they go. So, the more they interact, the more they develop.  The key point here is that such machines are still in their infancy, this could also be a challenge given that without the appropriate supervision, the chatbot may not be able to answer a customer correctly as "AI doesn't yet have the complete ability to understand human emotions."  This could have serious consequences for your customer relationships and hence it is up to the 'human' teams to monitor and understand where and when to intervene during an interaction.

Thus, given that the AI technology is still evolving, businesses need to exercise caution when creating and deploying chatbots. To completely replace a human is no mean feat and the tendency to feel a "cold user experience"  or to "understand the randomness of being a human"  is close to impossible.

However, despite the present-day issues surrounding chatbots, AI still seems like paving the way for businesses in the future. The speed at which technology is moving and the pace of adoption by businesses all point to the fact that 2020 could witness a sea change in machine-human customer experience.

Despite the dilemmas that we all have regarding the use of chatbots, AI seems to be the way forward for customer experience in the future. The technology is developing by leaps and bounds, even while you are reading this. So, it will be interesting to see how technology will mold the space of customer experience.

Disclaimer: The views expressed in the article above are those of the authors' and do not necessarily represent or reflect the views of this publishing house. Unless otherwise noted, the author is writing in his/her personal capacity. They are not intended and should not be thought to represent official ideas, attitudes, or policies of any agency or institution.

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Pavan Chandra

The author is Senior Sales Director - CX Applications at Oracle India

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