Could chatbots be a necessity?
Shopping for furniture online? Looking for a flight? Hungry for pizza? Need medical advice? Lost? Just listen for the “pop or bing” as your virtual assistant enters on screen with a very friendly “how can I help you/ ask me anything” approach.
“Call them chatbots, bots or virtual assistants – it’s a technology that’s literally popping up everywhere. Whereas once an aspiration for a brand, your own bot has today become a necessity,” says Ebrahim Dinat, COO at South African customer experience solutions provider, Ocular Technologies. “And this necessity is driven by today’s customer who is growing very fond of virtual assistants. In fact, whereas customers are shunning voice calls to agents, a recent study by our software partner, Aspect, has found that there is a growth in voice calls to bots.”
He adds that another highlight of having a bot, is that a virtual assistant shows a return in investment and is helping with the bottom line. “It’s rands well spent,” states Dinat.
He points out that in today’s digital environment, the contact centre’s role as a competitive differentiator in a business is largely dependent on its ability to listen to consumer trends and adapt to consumer behaviour.
Source:: IT News Africa