Workshop: Customer Service in a Virtual World

Supported by artificial intelligence, both are able to understand information fed either through text or speech recognition. Like customer service chatbots, VACs provide information, services, and assistance about web pages, and support a wide range of applications in business, educations, government, healthcare, and entertainment. Virtualizing through social computing technologies allows firms to see and hear how their customers are using existing technologies, and what they need and want out of future technologies. Virtualizing through social computing also allows customers to support each other in technology implementations. As firms see how customers are using their technologies in unconventional ways, new market opportunities are readily identified. Finally, virtualizing through social computing technologies provides customers visibility and input into vendor product and service development.

• In the research and customer service arenas, only 11 percent found the process satisfactory.
• Enter VR and see how businesses shift to a whole new picture to let customer share what they see and do with the representative.
• Once Covid-19 struck, however, Lahav and her team had to devise a way to still offer clients the kind of luxury, one-on-one service that they’d become known for—without meeting their clients in person.

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A popular category for legitimate home-based work is virtual customer service. Ideally, customers receive the same level of service they would with a representative, but if an issue too complex arises, the customer could be redirected to a human representative. However, the advancements in AI have given chatbots the power to ask questions, create context and intent, and better assist customers. Immersive technology allows businesses to inform and delight their customers by building a range of immersive content into customer experience centers. These connections help enhance the customer experience and help build brand loyalty.

GenY and 21st Century Business Models

Most customers recognize when they aren’t dealing with a real person, but even so, a chatbot that is too sterile and personality-free doesn’t provide a good customer service experience. “Our technology is based on natural language technologies, automation, messaging and AI services. We have developed a platform that makes it easy for businesses to build natural language and bot solutions,” McGloin explained.

How intelligent virtual agents (IVAs) are impacting customer service

Rather than look at AI simply as a way to replace employees, businesses should focus on ways that AI and humans can complement one another to improve speed, which is customers’ No. 1 priority, according to a survey by software company Parature. By automating processes and making better use of employees in customer service, businesses can move a step closer to responding in the moment of their customers’ choosing — the true definition of a Live Business. By 2022, chatbots and NLP will save companies about $8 billion per year in customer supporting costs. For every second chatbots can shave off average call center handling times, call centers can save as much as $1 million in annual customer service costs. Customer service chatbots are quickly increasing in popularity, and it’s easy to see why.

Business Value of Virtual Customer Care

These technologies have the power to make your customers feel valued, empowered, and unique by your brand, which is what most customer experience strategies need to help the business build solid foundations for growth. The emphasis is on repeat orders, customer service and product development based on key customer feature requirements. Moving the emphasis from vendor-centric to customer-centric is good, but it also has drawbacks. Specifically, new products and new markets are not developed because all of the firm’s resources are spent treating the existing customer base as kings. Clayton Christensen’s book, The Innovator’s Dilemma, speaks eloquently to this challenge. Today, the Amelias of the world lack the ability to think outside the database.

As contact centres have now become the new front door for businesses, it is more important than ever that brands stay up to date on exactly what their customers want, and they expect service across more channels. But COVID-19 is clearly accelerating digital transformation of consumer focused businesses — a movement that, logically, pumps demand for smarter tools to handle online customer support. So those positioned to harness new momentum for customer service automation — by being able to offer an accessible, scalable and effective product (as ultimate.ai claims it does) — are sitting pretty in the middle of a pandemic. As we move away from assistants who perform simple automated tasks, 2017 has the potential to turn voice assistant technology into a virtual customer service functionality. The convergence of chatbots and virtual voice assistants has the potential to completely change the retail experience.

Fakhira Sh26

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