Service automation using bots for customer contact
Customers want their queries answered in real time and prefer communication channels that they are already using, such as the company website, social media, or messenger. Most customers do not care whether they are interacting with a service staff member or a bot. If their query is solved quickly and without complications, they remember their service experience positively.
Chatbots represent an ideal complement either to customer service or IT service by offering an additional customer touchpoint. Many queries about standard issues can be covered by bots – round the clock. Bots also pre-classify complex issues, which significantly reduces the work service staff has to do.
However, the interplay between bots and staff in service centers is critical to success. For instance, it is imperative that chatbots offer escalation points at which, if necessary, customers are forwarded to a service staff member. A high-quality customer experience should always be the focus of communication.
Knowledge Bot actively supports service
Our Knowledge Bot solution systematically continues the development towards service automation that we began with the ACTIVE technologies, especially the ACTIVE Knowledge Center knowledge base. Knowledge Bot accesses knowledge in the central knowledge base, allowing the service staff to use Knowledge Center’s simple editing mechanisms to structure the knowledge themselves, maintain it efficiently, and ensure its quality before making it available to customers. In order to allow integration of components from other manufacturers, Knowledge Bot is equipped with an interface that allows the integration of functions such as Facebook and Microsoft.
Utility of employing Knowledge Bot
For your customers
- Contact capability using the preferred communications channel
- Improved customer experience
- Improved service quality
- Quicker reaction times
- 24-7 support
- Multiple languages
- Bot poses follow-up questions when there is confusion (dialog bot)
- Relief for your service team (increased efficiency)
- Automation of simple processes
- High scalability
- Expansion of the multi-channel strategy
- Low maintenance effort required – access to central knowledge base
- Simple integration into Facebook, company websites, etc.
Results of the 2017 USU Study "Chatbots in Service"
Additional interesting information for you
Find out what a good chatbot should contribute to service according to companies
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