“ AI chatbots can also be programmed with predefined rules and algorithms to deliver accurate and consistent responses . This reduces human error or inconsistencies that might arise from a lack of knowledge or fatigue .”
And , just because a customer may be interacting with a chatbot rather than a human being , it doesn ’ t mean customers will be cheated out of a personalised experience . Gerneshii explains how personalisation can be enabled when setting up dialogue flows for a chatbot – for instance , when a user provides their personal data such as their name and preferences , during the first conversation , the chatbot stores this information in context for use in future conversations .
Chen continues : “ Complex scenarios often require a more hands-on , tailored approach . Managing customers through any upgrade or migration journey , for example , is a resourceintensive process .”
Photo : © CityFibre
“ AI chatbots in customer service can lead to gains in productivity and efficiency for the human workforce ”
VOVA GERNESHII PRODUCT DIRECTOR OF ENTERPRISE , GLOBAL MESSAGE SERVICES ( GMS )
A learning curve She explains how – using an AI-powered engagement tool concept launched in 2022 with a large ISP partner – it put much less strain on the customer and proved more cost effective . Exchanges between the technology and customers are human-like , conversational , and can handle various enquiries and requests .
“ From an end-customer perspective , as well as for our large ISP partner , they can happily avoid the expense and operational pain of call centres , making the migration process troublefree . Everyone wins !”
The pair acknowledge that , though there is still much to learn when it comes to enhancing customer service , tech and AI can nevertheless pave the way to identifying patterns and predicting future customer needs to aid brands in delivering the best CX possible .
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