Gartner states that by the end of 2017 about 70% of all use cases in AI were related to customer service and call centres. The hype of ChatBots and AI: is it a reality or just a news story? Is there a place for both humans and ChatBots to work hand in hand and blend into the entire customer service journey? The challenge is getting the balance and strategy right.
Download our ondemand webinar – with our customer Fujitsu – to find out more about how ChatBots and AI can work seamlessly in the contact centre. Hear the highs and lows of implementing and continuously updating a ChatBot and AI strategy into your contact centre and learn the best practices.
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You’ll learn how to build or expand your contact centre’s ChatBot and AI strategy. We’ll help you utilise the latest in communication technology to improve your customer engagement, increase productivity and automate processes for greater return.
We’ll address the common challenges faced by the modern contact centre, and provide the solutions and best practices to help you improve your members’ experience without investing in gimmicky, outdated technology.
Ben Williams
CTO Customer Service and Workplace
Fujitsu Group
The highs and lows of Fujitsu’s journey as they developed a Social Command Centre to support alternative and emerging channels. Delivered by ChatBots, using AI for their customers, to enable a service desk fit for the future.
Alex Black
CTO
Enghouse Interactive
What do ChatBots and AI look like within the contact centre? What are the job specs and how can you continuously educate and nurture them? Enghouse’s CTO delivers his key strategies for digital focus in the contact centre.
Jeremy Payne
VP of Marketing
Enghouse Interactive
With so much noise about AI and ChatBots, Jeremy and co-presenters step back and ask the question “what do customers really want in this digital age?”. Join the interactive debate as we discover the reality of using ChatBots and AI in the contact centre.
Take a look at some whitepapers and infographics we have created to assist you.
Take a look at one of our customer’s journey and its blend of ChatBots and Agents. To demonstrate the need for a connected automation and Chatbot story.
Getting the balance right – ChatBots and Agents
The balance is not as easy to achieve as it
first appears. Here’s our 5 key steps to getting the balance right with ChatBots and agents.
This whitepaper discussed the challenges you can face when working on a ChatBots and AI strategy for your contact centre.
CHATBOTS, AI AND AUTOMATION: Factors to consider when building into your contact centre
This whitepaper highlights the key factors to consider when building ChatBots into your contact centre strategy.
AI employs machine learning to identify content, actions, behaviours and intent. Executed well it can anticipate customer needs, using intelligent processes and self-learning to improve the customer experience. Don’t just think of a Chatbot as a Robot: it’s a machine that can perform various automated tasks on behalf of contact centre agents.
A TaskBot will automate tasks on behalf of the customer. Such as booking appointments, sending reminders, taking payments or completing renewals. All of these simple interactions could easily be automated and managed by a TaskBot. The TaskBot brings together the intelligence of NLU framework and integration points into your backend into your contact centre systems.
An InfoBot, helps provide information on common problems or questions , such as how to fix my TV model 8907. It reviews a customer enquiry, searches the Knowledge Base system with the appropriate keywords and delivers the answer directly to customer through chat with links to documentation, specific webpages or forms relating to enquiry.
Bots are not just useful for customers, use a bot to assist your agents to help streamline work and decrease interaction time. The HelperBot can review the customer enquiry for example, “What’s the cancellation procedure for my policy”, from this the agent is prompted by the HelperBot with the appropriate solution. The answer could either be from a Knowledge Base or directing the agent to a procedure or agent script.
We have been using Bots for many years through coaching and listening to ensure agents to meet compliant regulations.
The CoachBot analyses agent and customer speech to provide live feedback to agents, team leaders and quality assurance teams about what is being said and how it is being said. It monitors stress levels, speech clarity and script adherence, all whilst the call is in progress.
Enghouse Interactive is a leading expert in customer communications. The contact centre is at the heart of your business, which provides opportunities to differentiate your company’s service, as well as gain feedback and build customer loyalty.
With over 25 years in the industry and dozens of financial institutions served, our communication platform is agile enough to efficiently respond to customers from any channel, while providing actionable intelligence to drive ongoing improvement. Our unique omnichannel contact centre solutions offer choice and flexibility. They are also scalable in deployment, size, complexity and integration to ensure successful and effortless customer interaction, whatever your budget.
