Business Chatbots: ‘Executive Assistant (EA)’ to new age organizations needed!

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Are you using a computer on behalf of a person or with a person and you can – see and interpret text and pictures – move and click the mouse – write text and numbers – welcome to the New Now. We are inviting applications for you, Dear Bot !

Indian Author& Poet, Rahul Goswami pens down the theme of this article –which articulates the NEW NORM that the digitization will start reaping as an outcome of automated industrialization.

Customer Experiences (CX)have been torch bearer for quite some-time now as the reflection of customer services, as they constitute the mechanism of possibilities for deploying not only service agents for brand touch-points, but also implement Artificial Intelligence(AI) to address requests.

One of the reasons for the recent perpetuation of AI-feeded chats is that for the first time, AI now can harness: computing power, machineintelligence, language-coding, and data splurge—resulting into right data algorithms for set behaviours.

AI has been thus reaching up-to its far-sighted potential to improve the customer service experience, particularly from the brand’s perspective. Facebook caters to developers through its’ Wit.aifor use in bots and platforms, the channels that are built exclusively around the integration feasibilities with DigitalGenius, True AI, and Salesforce’s Einstein.

While other AI-driven services like Apple’s Siri and Amazon’s Alexa demonstrate a great amount of efficiencies on completing tasks, Mitsuku and Xiaoice demonstrate upon the status of task completions. They remember who you are and what your likings/dis-likings are. Perhaps most importantly, they give a patient and watchful hearings with an ability to react appropriately—even empathetically—to expressions of sad or happy.

These technological capabilities enable computers to mimic the human learning interventions and perform tasks that require human intelligence. AI has been found to workbest for repeatable, concurrent and linear tasks which require simple decision algorithms such as changing passwords or increasing account credit limits with the developments around visual perception, speech recognition, and decision-making. After enough concurrences, the AI will reach a certain level of confidence that enables it to bypass the human review process and respond automatically.

But truly, the ultimate objective of AI driven chatbots isn’t to replace human agents, but to serve as an extended assistant. Mundane, regular and monotonous tasks can be handled by chatbots that allow for human interactions have the sustenance to focus on more complex cases. The ultimate goal is efficiency.

AI-powered chatbots can also learn from human interactive experiences. Each time a customer has a successful interaction with a service agent, the chatbot learns what responses were successful for that particular scenario and can replicate the responses when it encounters a similar customer request in the future.

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What is the positioning of chatbots in an all-inclusive battle with human dialogues?

  1. Chatbots allow a business to be available, contactable, and reachable 24 hours a day, 7 days a week.
  2. Chatbots are delivered through messaging apps like Messenger, WeChat, or Kik.
  3. Chatbots allow consumers to contact a business without having to deal with a phone call, being put on hold, or having to push buttons to navigate from department to department.

Examples of Chat Bots

– Weather bot. Get the weather whenever you ask.

– Grocery bot. Help me pick out and order groceries for the week.

– News bot. Ask it to tell you whenever something interesting happens.

– Life advice bot. I’ll tell it my problems and it helps me think of solutions.

– Personal finance bot. It helps me manage my money better.

– Scheduling bot. Get me a meeting with someone on the Messenger team at Facebook.

– A bot that’s your friend. In China there is a bot called Xiaoice, built by Microsoft that over 20 million people talk to.

Bots possess the mirage of simplicity from the front end UI standpoint but there are many complexities before the end user experiences a great interactive model. Data Analytics, Process-flow optimization, non-modular voice synchronizations, real-time database records and ever changing platform customizations – these are a few of the design methodologies that have no end in developing a chatbot for AI augmentations.

While today’s chatbots are capable of generating a truly impressive command and interaction models, there are slims fears that that chatbots will replace all your customer service agents. Not in immediate descendency to think through. With the profluence of AI technology, it’s just that the combination of human interaction with chatbot technology will maximize customer service effectiveness.Another common fear among customer service leaders is that chatbots may create more problems than they solve by having the flaw of slippage in data security of the possibility of succeeding with incorrect/irrelevant customer information. This is easily prevented.

The key to successful implementation of AI lies in knowing how to create the balanced act between live, empathetic humans, and fast, low-cost, automated bots.

Rahul Goswami

With significant years in IT industry, Rahul Goswami is an Indian Author & Poet and works in the areas of sales and solution support consulting. Rahul writes in the areas of Technology, Business, Marketing & Economics.  A member of “Academy of American Poets”, he also loves to explore his poetic writings to drive creative transformations in his works.