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Three ways chatbots improve customer experience A Genesys ebook 2 The growth of chatbots More and more consumers engage with businesses through bots every day. Facebook reported 300,000 active bots engaging with customers on the platforms Messenger service, with 8 billion messages exchanged monthly. It puts bots at the forefront of customer experience, especially as we move into increasingly automated contact centers. Chatbots are often the first step in achieving the significant value of artificial intelligence (AI) and machine learning in terms of productivity, convenience and customer engagement. In a global survey of nearly 600 executives across 18 countries, MIT Technology Review Insights reports that nine out of 10 already use AI solutions to improve the customer experience. AI and machine learning technologies create consistently better customer and agent experiences, and they reduce unnecessary costs. Consumers are ready and willing to engage with AI if it improves their experiences. Chatbots enable you to increase self-service for simple tasks while improving customer and employee satisfaction and achieving better business outcomes. On-demand and self-service are the new norms for the majority of customer interactions because customers expect instant service online thats available 24/7. This shift in customer preferences and engagement extends the role of AI and automation in contact centers and its driving the growth of chatbots. 3 The growth of chatbots No matter what size your business is or its level of technological sophistication chatbots can resolve issues faster. They improve customer satisfaction, sales, employee efficiency and prepare you for future AI opportunities. There are three important ways chatbots improve your customer service experience: Reduce customer frustration Have real conversations Shape better customer journeys Chatbots improve business outcomes through: First contact resolution Bots identify customers and context, then present choices that match expected activity Employee utilization Bots remove repetitive tasks so human agents can focus on more interesting issues Customer experience Bots reduce the time required to address customer requests, handle off-hour requests and offer immediate options 4 Reduce customer frustration When customers cant find what they want on your website, it creates opportunities for them to go elsewhere. Since 2010, buyer journey abandonment like this has gotten worse across all industries and abandonment already averages 70%. Specific problems include websites that are hard to navigate, difficulty getting answers to simple questions and finding basic details about a business. Repeating information is another major frustration for customers who are trying to engage. Answering a question multiple times, when asked either by a system or an agent, negatively impacts the customer experience and its the norm in business today. Customers should have to answer only once. Self-service and automated systems can be modernized, but customers expect more when they speak with an agent. Yet, its hard for any agent to be well-trained on every aspect of customer service or every product offered. Machine intelligence helps agents deliver the best service to the customer much faster. Good chatbots offer essential support for agents on complex engagements. They can determine upfront what the customer is looking for and provide insight to the agent on how to take action, including the most relevant tips, articles and insights. 5 Proactively engage in complex customer conversations AI opens up opportunities with a new type of customer experience that goes far beyond informational search capabilities or automated IVR. It enables a conversational experience in which your business proactively engages with customers and guides their journey. Instead of requiring that customers navigate to their answer, that conversational element whether in chat or by voice lets you ask how you can help them. Conversations give you context that enables you to offer more options than simply answering a query. For example, your customer books a hotel room for a trip to New York next month. This customer also wants to purchase theatre tickets for a hot Broadway show. Using AI-powered chatbots, you can present other value-added options, such as “If you wait two weeks you can attend that show or sit closer and pay less.” This conversation could also extend to making pre-show dinner reservations. Where customer conversations are headed 80% of customer interactions can be resolved by well-designed bots. Accenture 60% of consumers want easier access to self- serve solutions for customer service. Ovum 50% of enterprises will spend more on bots than traditional mobile app development by 2021. Gartner 6 Have real conversations with your customers Understanding words only isnt enough for a true conversation. That takes two key technologies: Natural Language Understanding goes beyond understanding words. It deduces what a customer actually means. Its key to understanding the intent of a customer and what theyre trying to accomplish by engaging with your business. Synthesis means synthesizing language and engaging in a way thats natural and human-like. If you engage with a potential customer and your bot converses like a computer, people will treat you like a computer. They wont ask rich questions or seek complex answers that could lead to deeper engagement. In other words, if you interact in a simple way, customers will treat you that way in return. Conversational systems power complex conversations. They impact everything from the words we understand to the way we synthesize data at the end of a conversation. And bots are everywhere providing fast and accurate information to consumers. Nearly 50% of consumers already engage in automated conversations with chatbots, according to Forrester. Bots can anticipate needs based on context, preferences and prior queries, and deliver advice, resolutions, alerts and offers. And with machine learning capabilities, they become better over time. Juniper Research forecasts that by 2022, chatbots will save businesses more than $8 billion per year. Research shows that chatbots are doing more to increase top-line performance, rather than simply manage bottom-line costs. MIT Technology Review Insights 7 Shape better customer journeys Chatbots use AI technology to shape customer journeys and significantly improve customer interactions in the contact center. Imagine that a customer starts a chat with an online retailer about a product return. The chatbot proactively asks if the customer is chatting about a particular purchase. For online retailers, theres a very high likelihood that this interaction is about a recent delivery. In other words, the customer journey continues with all the context of previous interactions. With a simple “Yes” reply, the chatbot understands the intent, fills the gaps with the details of what the customer needs, and fulfills this return. The ability to identify intent is very important because the return could be the end of the interaction. But the chatbot can proactively offer a connection to an agent for advice on a replacement item, for example. In this way, bots become a resource for generating profit, and they understand when a human agent should step in with a personal touch. Youll get more from your bots when they seamlessly collaborate with human agents. 8 Predictive routing powers AI conversations In the past, contact center routing was straightforward. Using a combination of rules and a pool of agents with certain skills, customers were connected with the next available agent for that type of call. But static rules arent enough to gain insight into customer conversations and intent and to support agents with that data. Predictive routing takes advantage of information exchanged with your bots. It uses this data and optimizes routing decisions for the best business outcome. And instead of relying solely on rules, machine learning algorithms optimize the matching between your agents and callers. Because predictive routing enables bots to provide human agents with accurate information and context, it optimizes the KPIs that matter. This includes boosting sales, reducing churn or improving customer experience and Net Promoter Score. Predictive routing is at the heart of conversational AI and it creates a measurable uplift in business metrics, such as first call resolution and average learning time. National Australia Bank started its AI journey with Google and Genesys on the PureEngage TM platform. The bank uses Google Dialogflow to create a virtual assistant on to manage business credit cards. The service allows a conversational experience by using text and a clickable interface to navigate through topics to deliver the ultimate experience. So far, has achieved: 70% customer intent accuracy Over 90% containment rates 9 Chatbots share context for a better customer experience When a customer exhibits behavior that signals they need help, chatbots can start the engagement process and “triage the conversation.” They analyze behaviors along with entire buying journey. The bot determines the best way to engage, on which channels and even how long the customer is willing to wait for an agent. When a tough question comes up that the bot cant answer, or the customer requests human assistance, the bot directs those requests to the right agent with complete context of the conversation. Chatbots can understand when customers are headed down the wrong path or are lost on your website. When they hand off their data to a live agent, the human engagement results in a more satisfying website experience and happier customers. For a customer who wants to do business with you, unattended bots can always listen, recognize and analyze valuable information and pass that context to an agent. 10 Genesys chatbots deliver fast and cost-effective business results as part of an AI strategy. And you can get more from your bots when they collaborate with humans. Blended AI by Genesys is the seamless combination of bots and automation with humans, and it runs on Kate, the Genesys customer experience AI. Kate supports both native capabilities as well as integration with Google Cloud Contact Center AI and other popular platforms to augment human decision-making and deliver better employee engagement. Blended AI chatbots automate natural language conversations, even across channels. They can hand over conversations with context to an agent when needed or offer a callback during or after hours. The benefits of choosing Genesys for your chatbots Learn more Request a demo Contact us Connect with Genesys via , social media, and the Genesys blog. Contact us at 1.888.436.3797 or online at Copyright 2019 Genesys. All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. Genesys powers more than 25 billion of the worlds best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes. Genesys on-premise and cloud solutions are built to be fluid, instinctive and profoundly empowering. Combining the best of technology and human ingenuity, we work the way you think.
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