In customer service it is important to achieve an equilibrium between automation and the human touch. A robot can be of great value. But there comes a point where humans provide the added value, and are able to prevent frustration by the customer. We talked about bots and customer service with Darren Parker, Director EMEA Enterprise Customer Success at Zendesk. The key is the classic ‘know your customer’.
Customer contact must deal with a fairly complex ecosystem of fragmented data across different sources. To manage this mission critical ecosystem, a robot can play an essential role and eliminate challenges like fragmented data and delivering personalization. And above all, to eliminate the frustration a lot of customers experience (CX) in their dealings with companies: ‘30% of a total call duration is silent time.’
Bots & BusinessInternationalSpotlight
This week the webinar “Transform your contact center operations” took place, organized by the Customer Contact Management Association (CCMA) and UiPath. Sandra van Maarseveen, Manager Customer Care & Operations at Eneco spoke openly during this digital meeting about the use of robots and the associated challenges at utility companies.
Bots & BusinessInternational
COVID-19 has catalyzed financial services organizations to harness Artificial Intelligence (AI) to improve customer experience (CX); however, challenges in integration and customer perceptions are undermining its potential.