What a pair! Intelligent self-service and human agents work together to drive exceptional experiences

With the mass adoption of chatbot technology reaching higher and higher numbers, changes this year are poised to bring even more intelligent and intuitive chatbots. But how do we take chatbots to the next level? By pairing conversation and cognitive AI for intelligent self-service with human agents. John Heater explains why this is the perfect match.

The last year has proven that bots are here to stay. And they’re poised to make an even larger impact on customer service in 2017 . Chatbot technology continues to improve, with Gartner predicting that by 2020, the average person will have more conversations with bots than with their own spouse ! That’s a lot of conversations.

However, even as chatbots become staples in our lives, it’s still all too-common for a bot to respond with “I’m sorry, I didn’t get that.” And it’s frustrating for consumers when bots either don’t understand or misunderstand. So how can companies improve chatbot technology and strengthen the customer experience? The answer is simple: blending self-service like bot technology with assisted service from humans, which we call human-assisted artificial intelligence.

Conversational AI delivers intelligent self-service solutions

Based on Nuance research, an overwhelming majority (89%) of consumers prefer and, in fact, expect a conversational interaction when it comes to customer service. Consumers want to engage in conversation with companies via chatbots, virtual assistants and in-app messaging to quickly find information instead of searching through static Web pages or a mobile app on their own. This is the same for the phone channel, where the majority of consumers indicated they prefer to engage with a system that lets them speak naturally when calling a business.

But a system can’t just be conversational anymore. Consumers have high expectations for their interactions with businesses. They also want every touch point to be personalized. Customers expect systems to learn what matters most to users, and only be presented with the most relevant information for their purposes. This means consumers expect cognitive solutions that can recognize patterns and use natural language understanding to provide exceptional experiences.

Powerful conversational and cognitive AI is required to deliver effective self-service solutions.


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