Personalising Bots To Enhance Customer Experience

Imagine calling a service provider who keeps you waiting in line for a resolution? Now chatbot technology has enabled the automation of interaction between humans and computers, making it seamless and real-time. Powered by Artificial Intelligence (AI), chatbots or just bots can resolve queries on-demand, round the clock, in any language, across text and voice.

They can simulate conversations with users in natural language through messaging applications, websites, mobile apps, or through the telephone. Yellow.ai estimates that bots self-serve 70 per cent of queries and seamlessly loop in live agents when needed.

At a recent webinar hosted by CIO Africa in conjunction with Freshworks it occurred that end-to-end bot solutions can help reduce the turnaround time on customer queries, thereby enhancing customer experience.

“Bots simplify the interaction between humans and computers,” said Sandeepak Madharan, adding, “Difficult tasks such as mortgage processing which involved third parties can be digitalized to give customers an ultimate experience.”

Expert.ai describes bots as one of the most advanced and promising expressions of interaction between humans and machines. Noting that they however only represent the natural evolution of a Question-Answering system leveraging Natural Language Processing (NLP) from a technological point of view.

Freshworks helps businesses deliver delightful experiences across channels. Their conversational AI platform uses advanced NLP and ML to automatically resolve customer issues with natural language.

It offers best-in-class customer and employee engagement in a software suite that is intuitive and easy to use, so the customer is happy and engaged. This way businesses can build and create lasting relationships with customers for life.