Thank you for Subscribing to Apac CIO Outlook Weekly Brief
Enhancing Customer Experience with Chatbots
Customer experience has evolved to be one of the most significant parameters of measuring market competition among business in the current insurance industry. Mostly digitally-driven, companies are in a constant contest to trace the capabilities that can enhance customer experience on a broader scale. The most effective tool that can be employed in this space, as suggested by experts, is the chatbot. However, it is important that businesses do not implement chatbots before strategizing a comprehensive workflow, which otherwise can lead to clumsy implementation, leading to failure of the entire process. Therefore, industry veterans recommend a ‘crawl, walk and run’ approach to the implementation process of chatbots.
Leveraging knowledge bots to ‘crawl’:
Businesses can employ bots to assess the knowledge base required in order to respond to any queries or searches placed by the customer. In order to enable customers to find solutions to simple and common problems related to a product or service, websites should have an FAQ bot enabled, which can provide the site visitors with relevant links that can answer specific queries of the customers. In addition, experts recommend creating an intuitive conversational environment, which would enhance the communication experience due to more natural responses from the bots.
Collaborating humans to ‘walk’ hand-in-hand with chatbots:
It has been observed that a collaborative approach between human customer experience personnel and bots can result in a high-end customer experience strategy. Whether it is a chatbot-aided human or a human-aided chatbot behind the scenes, the interaction between the customer and the organization turns out to be fruitful. By facilitating automation and digitization of desktops, businesses have reportedly seen an 80 percent improvement in their call quality. Additionally, humans and chatbots working together make ways for more innovative answers to customers’ queries.
Enabling chatbots to ‘run’ a conversation with customers:
After strategizing the conduction of customer experience online with the aid of chatbots, the interaction between the customer and the organization must adhere to the regulations. Of course, businesses can implement innovative ideas; however, the core objective should remain the same—to ensure highest customer satisfaction. Bots leveraged earlier in the same department should be referred to often to make use of the knowledge and assets that were gained in the earlier interactions. Adding to this, self-learning and speech recognition along with transcription in the important areas are important to accelerate the quality of interaction. Bots should be equipped with an automatic configuration to accumulate and use new data with time, to enhance the customer experience process.