Arvato’s Debbie Nolan has been featured in Engage Customer discussing how chatbots integrated with artificial intelligence (AI) have the potential to revolutionise customer experience.
Chatbots are delivering sweeping changes to the customer service ecosystem and uptake among businesses is gathering pace, driven by consumer demand to interact with brands through digital messaging platforms, such as WhatsApp, Facebook Messenger and brand-owned webchat systems.
The current technology can provide consumers with automated responses using predetermined answers to common customer questions, enabling consumers to have their enquiries answered faster and when it suits them. But AI is set to take this a step further.
Debbie outlines the technology has the potential to significantly transform how organisations of every size and type interact with their consumers.
Debbie explained: “The technology can undertake complex speech comprehension, recognising user intentions down to the tone of their language, which enables the chatbot to learn more about a consumer during a conversation and provide a completely new level of quality and efficiency in customer dialogue. This will make it much easier in future to anticipate a customer’s needs and deliver a more personalised experience.
“Looking further down the line, the technology will offer the potential to remove the requirement for consumers to manually use the internet, or mobile apps, to contact brands. By acting as autonomous, virtual, personal assistants which can mimic the nuances of natural human behaviour, chatbots will be able to continually learn from consumers and use genuine comprehension and reasoning to meet their personal desires and preferences in real time.”
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