Tag: intelligent automation

Business, Customer Experience, Customer Focus

Why the shift to #Digital is great for humans

If you think this through, it does make absolute sense doesn’t it?

It’s a bit like a multi lane motorway which in theory gives 3 times the road space, and greater capacity for traffic. If there’s a hold up and 2 lanes are closed then huge queues are the result. As the lanes reopen, then traffic stats to flow again.

In a customer contact centre where there are just calls, then there will invariably be call queues due to the maths – 20 agents handling 20 calls and 40 people calling equals waiting and queues – how long the wait will depend upon call times of course. When you add more (#Digital) channels then queues are relieved, as those 40 people waiting might chose a different channel, making a shorter wait time for the remaining callers. When the digital channels provide automation too, then customers opting for self service can achieve a satisfactory outcome without delays, not tying up an agent, and at a time that they choose. More free agents then mean more callers get served faster with less waiting.

What’s not to like?!

An intelligent mix of channels with human agents and digital agents and self service options equals a better human experience.

Agents are able to engage with fewer time pressures from lengthy queues, and callers requiring a more human touch, get shorter wait times.

Better customer experience (#cx) and satisfaction, and ultimately less customer churn.

The caveat

When you’re adding #Digital channels and automation, there are some real gotchas if you’re not careful.

Careful planning and testing are important, as is not trying to do everything at once.

Ensuring that you bring all channels together for orchestrating the customer experience is vital, and absolutely avoid the need for any customer to have to repeat their reason for calling or their identification or verification. This means ensuring that your digital conversation (or voice automation) are persistent, with and channel swapping (by design) retaining context.

Business, Customer Experience, Customer Focus, productivity

Automation, bots and more

We have all experienced web chatbots havent we? How was your experience?

The thing about automation and Digital Channel engagement, is that it needs to be well thought out and implemented carefully – too often it seems like a knee-jerk reaction and tactically deployed and siloed from other customer-facing areas of the business. For example, a twitter account, or Facebook account are set up and the marketing teams engage with customers driving news, promotions and the like, but when customers reach in through that “window” for help, they are left frustrated and alienated because the social team are “unable to help”…. never a good look is it.

A much better solution is to create a unified engagement experience – built on a “universal engagement” platform that allows an experience to be created once and deployed on any digital channel available, allowing customers to choose their route into your business, and to always receive the same high quality conversations – including self-serving where appropriate. So whether this is WhatsApp, Facebook Messenger, Twitter, Instagram or SMS, the experience can easily be deployed.

Not stranded

When the self-service attempts fail – and they will on occasions, because the customer might be after something you had yet to consider they might need, your customer needs to be carefully handed over from automation, to a human agent ALONG WITH THE CONVERSATION TO THAT POINT, so they do not feel frustrated, abandoned or marginalised.

Imagine the response from a customer when the agent engages and knows, not only who they are, but also understand their journey to that point.

Business

Who cares about modernisation?

Your customers do!!

Queuing isn’t fashionable amongst customers these days. When we want to contact an organisation, we want to achieve an outcome pretty quickly, without friction, which includes not queuing and listening to repetitive messages telling us how valuable our call is and that all agents are currently helping customers!!! I don’t care! I want service NOW
We are so “over” queuing

What we really want is to be able to access services from our Smartphones, whenever we want, day or night
And this is where smart AI services come in.

Putting the customer in control by enabling access to information easily, on any channel, at any time. And with a well thought out, intelligent service, this workflow automation results in really happy customers.

Imagine accessibility via WhatsApp, or Facebook messenger, Twitter or webchat, in a conversational style, providing you with answers to your questions and queries and allowing you to book appointments and return unwanted goods and checking deliveries, progressing orders, etc, etc, the list is vast, and puts you at the heart of the engagement

This is what a conversational AI solution like Koopid can deliver.
And is deployed rapidly in just hours. And on existing legacy Contact Centre platforms that you thought were incapable of supporting such witchcraft ☺️

Business, Customer Experience

Pinch Punch it’s the first of July

This is my third and latest attempt at combining poetry with the #Covid_19 situation and our business engagement with #KoopidAI. I am kind of getting into the swing and hoping it tells a story (It works ok in my head). Here you go (with video link below also)

Pinch punch it’s the first of July
The days and weeks, they just fly by

The lockdown is easing, going back to work
Covid is still with us, but where does it lurk

Businesses are hurting, they’re battered and bruised
The new rules aren’t clear, I’m slightly confused

Pubs begin to reopen, just hear them cheer
We’ll soon be back there socialising with beer

The new normal is the central debate
Businesses are pivoting to keep the books straight

We continue to drive for an improved experience
Automating processes making customers delirious

Agents are freer for the more complex calls
Artificial intelligence catering where complexity is small

Getting Koopid up and running is surprisingly swift
The no code solution is simply a gift

From Monday to Tuesday is all the time we need
A clear map of workflow and we’re up to speed

Whatever your age and whatever your vintage
Digital and Mobile first is the greatest percentage

And there’s no need to rip and replace
Evolving new channels at your own pace

Pinch punch it’s the 1st of July.