On March 15, we hosted a ‘Lunch and Learn’ session about Chatbots for customer service. The event titled – “From Hype to Reality to Required – Chatbots for Customer Service” was not just because of the number of Chatbots being implemented, but the speed by which the growth has occurred. Companies know they have to handle today’s consumer differently and they’ve realized that deploying Chatbots is one way to give customers what they want and improve customer service.
During the very candid session, there was an interaction between the attendees. Our goal was to educate, show real examples, and help the attendees envision how Chatbots could help improve customer service in their company. We talked quite a bit about what a Chatbot can and can’t do. There has been much discussion about the impact Chatbots can have on jobs. But, it is clear that Chatbots in combination with a human customer service team can together deliver a better customer experience, without jeopardizing jobs. If anything, they can help customer service agents engage in more interesting requests and more value-add responses to customers, while Chatbots can provide instant answers to many questions that customers want immediate answers to.
If implemented correctly it is a Win-Win-Win. A win for customers and their service experience, A win for customer service agents, and A win for the company from a cost perspective and a customer service perspective.
The event went well, and due to popular demand, we have organized another ‘Lunch and Learn’ session about AI Chatbots on 29th March 2018 at Richardson, TX.