Okay, so how do you get cracking?

[tasnimsanika7]

For these types of inquiries, chatbots, I think they can be a huge advantage because with the additional time your agents have, they then have the freedom to be more empathetic, more engaging with other customers, as I mentioned, who might require that little bit of extra attention. Maybe that little bit more, but other inquiries may need more attention. So perhaps your business, let’s say, in the finance industry, and there’s fraud detected on a customer’s account. In this type of scenario, customers, they probably want to talk to a human due to the sensitive nature of the situation and your organization should be able to service both scenarios. So when customer service agents are allowed to focus on more important cases, instead of those repetitive tasks that chatbots can handle, it allows agents to have a stronger cambodia phone number list role in developing relationships with customers, resulting in that loyalty I think we all want.

Gabe Larsen: (05:33)

How do you get going on this? Well, you start by looking at your total conversation volume. Take the top ten contact reasons. Map out which of those are typically responded to within two, maybe three messages or that use of a canned response set up in your CX system, those are most likely the easiest conversations to start automating. As you introduce this prospect in your business, look, if you could automate those top ten contact reasons, and let’s say they make up roughly 30% of all inbound conversations, wow. In the future, you might be able to close out that additional call center or BPO that you brought in to support your CX organization. I mean, this is one of those more straightforward ways that chatbots can just help reduce costs. So chatbots can also give your business the opportunity to provide that 24 hour support.