Before digital self-care tools can interact with your customers, they need to understand what’s being said. By the age of six, most children can understand not only spoken language, but also its subtle complexities like ambiguity, novel words, and non-literal expressions. Whilst children are able to understand the nuances of spoken language, technology’s ability to detect the same linguistic intricacies, is largely still in its infancy.
Increasingly customers are turning to digital channels to support them in their daily lives and in a world where concepts like the internet of things are fast becoming a reality; machine learning has emerged as a key player. But what is meant by “machine learning”?
Mirroring the best customer care interactions with both customer convenience and operational cost efficiency in mind is no mean feat. We know that in order to cater to the next generation of customers, our customer care systems need to be more intelligent. But just how intelligent do they have to be?
Today, 65% of the relationship between customers and brands is through voice, that is, shaped by costly contact center interactions. However, if you take a moment to consider the inverse, 35% are non-voice via email, web-chat and social; all of which have the potential for automation, for maximum support accuracy and consistently.
The new WDS Virtual Agent manages customer care interactions by analyzing data and learning from its human colleagues. Silently listening, it detects how human agents diagnose customer problems and offer solutions. In doing this it quickly develops the intelligence it needs to understand and solve customer queries itself, without having to be programmed.
With all of the advancements going on in the industry right now, we think it’s a good time to take a moment to consider the basics.
Digital self-care is about to revolutionize how organizations build and maintain relationships with their customers, but what does it mean for your brand?
As we continue to march forth to the realization of artificial intelligence, there are mass concerns with what this means for the human workforce.
Research has shown the increasing influence of social media into the customer journey, from initial evaluation through to purchase and ownership.
Self-care fall-back traffic currently accounts for 1 in 5 calls to the contact center Although self-care channels are designed to deflect calls away from the contact center, our analysis shows that this isn’t always the case. Almost a third of customers using digital self-care fail to resolve their problems using this channel. As such, many … Continued
As you seek to irradiate the infamous “we’ve always done things this way” statements in parts of your organization, it makes perfect sense to carry this through to the customer-critical support activities. Customers see organizations as a whole, and not as the siloed operations they often are behind the scenes. Therefore, when one part of a brand … Continued
Customers who had to engage with a care channel more than three times in any six month period were x6 more likely to be at risk of switching brands With organizational demands, evolving customer expectations and a generational shift, it is unsurprising that many companies have jumped to embrace digital, self-service care channels as a … Continued