Category: Chat

The advantages of conversational AI for both companies and customers

Imagine having an important online meeting ahead, and the internet isn’t working. As you call customer support, the voice that picks up the phone introduces itself as a robotic assistant.

You might get hesitant if your issue can be solved anytime soon. The robot, however, quickly understands your problem and provides clear instructions on how to restart the router. No repetition and unnecessary questions are needed. Everything works just fine in a few minutes. This is exactly how the call centres and technical helpdesks might look soon.

In some parts of the world, digital voice assistants and voice bots are a common part of the call centre structure. This trend is slowly coming into the Czech Republic too. In the past, Czechs could only encounter artificial intelligence on helpdesk chats. Today, this technology reaches a new level — the voice level, and it is profitable for several reasons. Voice bots help not only the companies but also the customers and clients.

Studies show that over 80% of people are willing to spend more money on a company they had a positive customer experience with. Although they may not seem so at first glance, voice bots are a great step towards improving that experience. Both companies and customers are often afraid that digital voice assistants will not fully replace human interaction. At the same time, they often overlook many benefits that a voice bot’s involvement in the contact centre brings.

Between the IVR and human interaction

The digital voice assistant takes the communication with customer centres to the next level. Voice bots never sleep, and they can solve different routine problems at any time. Additionally, they have essentially unlimited call capacity. These advantages significantly help to reduce waiting times during, for example, mass outages, when many people suddenly need the help of a helpdesk. Besides, compared to an interactive voice response (IVR) system, that people often mistake for digital assistants, communication with a voice bot equipped with humanlike manners is much more enjoyable.

In comparison with IVR, digital voice assistants excel in every possible way. During interaction with voice bots, you do not need to repeat questions constantly and press buttons to proceed in the answer scheme.

Artificial intelligence itself will ask you to describe the problem and quickly understand its nature. If it can, it will propose a solution.

Trending Bot Articles:

1.Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

Furthermore, digital assistants easily recognize when they reach the conversation dead end. Instead of bombarding you with more unnecessary questions, they connect you to an available and qualified human operator.

Artificial intelligence and natural language processing prevent digital assistants from getting stuck in the wheels of absurd questions. Whenever you call a voice bot because your internet isn’t working, the assistant first asks you to describe the problem. You can explain the situation in your own words because the assistant already knows all the related words and phrases. “I can’t use the internet, our router has stopped working, the wifi is not running again.” It doesn’t matter how you phrase your issue because an assistant armed with artificial intelligence understands and proceeds to ask an additional question.

Helping hand in the Covid times

There are even more advantages to digital voice assistants. One of them is undoubtedly security. If someone calls bank support and requests a forgotten credit card code, the human operator does not have the authority to look for it for obvious reasons. These restrictions do not apply to artificial intelligence since it will not reveal the card code to anyone but your authenticated self. Similarly, it is beneficial to use a voice bot while addressing topics such as health conditions. The digital assistant is discrete and will never make fun of your medical conditions in front of his colleagues.

Today, when everything is affected by Covid-19, other benefits of digital voice assistants have emerged. Some institutions, such as health insurance companies, face an enormous number of callers asking various questions related to the epidemic. The capacity of their helpdesk is unfortunately often limited, sometimes even due to preventive measures. At that moment, the voice bot, which can learn to deal with dozens of often repeated requests quite quickly, has the opportunity to shine. He manages a variety of routine problems as well as his human colleagues and saves them a lot of time to deal with more complicated topics.

With all the advantages mentioned above, the development of technology towards digital voice assistants seems logical. After all, the spoken word is the most natural way for people to communicate their needs and desires.

And although we may see an increasing reluctance to make phone calls in many ways, research still shows that more than half of people prefer oral communication when solving problems.

Of course, artificial intelligence still has a lot to improve in comparison to the human brain. But if, by any chance, you will be connected to a digital voice assistant while calling customer service, do not worry. If it was programmed to solve your problem, it will do it as good, maybe even better, than its human colleagues. If not, it will happily transfer your call to an operator who will.

Don’t forget to give us your 👏 !

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Digital assistant on the line. Ready to solve your problems was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Introduction

Workbots are gaining a lot of traction on the customer side of the business. How about workbots infiltrating internal departments as well? While organizations are using workbots primarily for automation and digitization of businesses, they are rapidly transforming business functions, particularly in Human Resources Management. By introducing workbot automation for your core human resource functions, you minimize the amount of time HR professionals spend on routine administrative tasks and unlock new opportunities to automate processes to elevate your organization’s overall employee experience.

Achieve higher ROI on HR Workbots

Workbot by BOTSPICE is rapidly changing the face of current HR management practices, providing new opportunities to improve the employee experience. It is defining the new age paradigms in operating businesses. It has the power to change the way how human resources operate today. HR teams are dealing with a lot of challenges with seemingly conflicting objectives. HR functions are no more limited to administrative and transactional tasks of recruiting resources, conducting onboarding sessions, and payroll management.

The advancement in AI and machine learning has dramatically evolved HR functions over the past few years. They are not only recruiting assistants. They have also become strategic business partners, employee experience boosters, brand builders, communicators, and catalysts in increasing employee satisfaction. Therefore, organizations must focus on simplifying functions like onboarding, recruiting, training, performance analysis, retention, offboarding, etc., or risk left behind in the competition.

BOTSPICE workbot can be exploited to achieve a great ROI. It automates several repetitive tasks within seconds to reduce the burden of HR, allowing them to focus on other challenges like reducing employee churn. Imagine your employee interacting directly with workbots when they need help with training, understanding company policies, etc. Workbot interacts with your employees just the way your HR executives do, but with greater speed, instant availability, and consistency in response.

Trending Bot Articles:

1.Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

BOTSPICE Workbot, Your Talent Management Partner

Ever wondered why few candidates lose interest in the interview process? Recruiting is a challenging and time-consuming job. HR teams often screen thousands of candidate applications. It is not only challenging for HR but also exhausting for candidates as well. They spend an enormous amount of time preparing for the interview and often struggle to find the right platform to raise queries about the interview process, company policy, job description, etc. They end up dropping emails in the HR mailbox that frequently goes unanswered.

What if there was a solution that filters candidate profiles

and carries out people management seamlessly?

Workbot automation is real and growing at a rapid pace.

It filters candidate profiles, shortlists candidates,

communicates with candidates for follow-ups, schedule interviews,

handles incoming queries, and provide informative videos to candidates.

Upskill Employees and Increase Engagement

The development of employee’s skills is an essential factor for the success of an organization. As organizations prepare for an unknown future of work, they are betting on employee training and skill development to create a workforce that can future-proof their business. However, it comes with a big-time investment. Investment is not the only challenge. Organizations have long grappled with low engagement and knowledge retention levels for mandatory training and learning modules. Despite attending training sessions, most employees are rarely engaged or driven in active participation in the training.

BOTSPICE workbot can help in increasing engagement levels and help employees plan and keep track of their goals before and after training. By integrating workbots into training, employees can easily interact with workbots and access training resources and subject matter experts at their convenience. They can query the workbot using keywords or simply ask a question. Workbots will then suggest relevant training courses to help them upskill for career advancement. Well, this is just not it. Workbots can also assess your knowledge with quizzes that come with scores and instantaneous feedback.

Respond Instantly to Employee Enquiries via FAQ Workbot

HR team’s inbox often gets flooded with employee queries. Commonly asked questions should not be directed to the HR department. It is a waste of time to put effort into answering a question more than twice. Oracle press release study suggests that around 64 percent of people prefer bots over managers/HRs when seeking information. Upload FAQs to workbots and motivate employees to interact with workbots to get their queries answered in real-time.

Conclusion

In this technology-disrupted world where organizations are striving hard to beat the competition, It is imperative to adopt solutions like workbots to automate, streamline and make data-driven informed decisions. It eliminates human bias in HR decision-making. Workbots give you intelligent employee sentiment analysis, helping you reduce unwanted attrition. BOTSPICE workbot integration into human resources will make the organization better and stand out from its competition. Get in touch with our experts to embark upon a new Workbot culture.

Don’t forget to give us your 👏 !

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Workbot for Human Resource Automation was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

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Short introduction: I’m Jerry Udensi, CTO of a Nigerian-Malaysian tech company: Lyshnia Limited. Prior to working full time with Lyshnia (a company I founded in 2013 with my elder brother), I worked in the AI industry in Malaysia and Singapore. I have built Natural Language AI systems for large corporations such as Allianz SE, and Insurance Technology for companies like Malaysia’s Insuradar Sdn.

The reason for my short introduction is to show you my background in building AI powered systems. Natural Language Processing is a field I’ve actively been in for over 3 years now so you’d think building a Transactional Chat Bot that sells only 10 products shouldn’t be an issue for me right? Well you’d be right if the customers were people who read.

In the paragraphs to follow, I will highlight what I’ve learnt building and maintaining Jane B(Just another Non-Existent Bot) which attends to approx. 1000 customers every day.

Many Nigerians DO NOT Read

There’s this old saying that goes “if you want to hide something from a Black Man, put it in a book”. Unfortunately, this is the case with over 70% of the Customers who used the bot.

When you first message the bot, it greets you, let’s you know that you’re chatting with a Bot, then gives you 4 options to choose from.

5 out of 10 people ignore the initial message and go ahead to write what they want, 2 out of 10 people would read but not understand and therefore reply confusedly like in the image below:

For the 5 who initially ignored the Menu message, we automatically resend the message, and 4 out of 5 would go on to reply appropriately, while 1 of 5 would complain of how stressful the process is and probably never chat again.

Trending Bot Articles:

1. Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

Many Nigerians DO NOT follow instructions

Yes, we get it. You live in France, but do you want it Delivered or will you Pick it up? (some customers send people in to do a pick up for them)

Jane has been simplified to understand even incorrect English, and giving the customers hints on how to reply, yet a lot of those who chat her simply ignore instructions, and rather type a thousand words than one that Jane would understand.

You would think it’ll be easier and less stressful for customers to simply reply “1” rather than type out “I want to make an order”, but no. Chat after chat, you will realise a lot of people are saying unnecessary things before or after their actual intention. For Chat Bot providers, this can be a nightmare because the Chat Bot asked a question and is listening for a Natural Language answer which is very hard to predict if the users response is in line with your desired answer.

Even for a human, it is hard to understand another humans intentions when spoken out of context

For the Chat above, the Bot was asking the user to confirm the items she wants to buy, but the user instead replies saying where they live. Totally out of context.

Humans love Instant gratification

Getting instant replies is a drug people are addicted to. Customers are told that this is a chat bot which only takes orders and track orders, then given another number to chat for consultancy to speak to a human. Yet, they keep coming back just minutes later to complain to the Bot that they’re not getting responses there.

Something else I noticed while analysing the chat response times is that the Customers get so hooked on the instant replies that if at any point, the chat bot delays their response for even just 1 minute they start asking why they’re not getting any response.

On the good side, customer who read and follow the short and simple instructions are able to place their orders in less than 2 minutes from a platform their comfortable with (WhatsApp) while feeling like they’re chatting with a human.

Conclusion

We as Humans need to do better. Thank you.

Don’t forget to give us your 👏 !

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My Experience Building a WhatsApp Chat Bot for a Nigerian Company was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

FinChatBot & Go-Insur partnership promises powerful new e-trading capabilities for brokers & MGAs

A tie-up between Pancentric’s cloud-based digital insurance platform Go-Insur and conversational AI experts FinChatBot promises powerful new distribution and e-trading capabilities for brokers, MGAs, and scheme providers.

“We’re on a mission to make the best and latest digital capabilities available to the rank and file of the insurance community, beyond the elite few — and to improve online sales and servicing experiences for insurance customers more widely. Our research shows 70% of brokers are held back by technology and the majority of MGAs say innovation is key to growth”, says Simon Fenn, Director of Pancentric Digital.

“Our partnership with FinChatBot puts conversational AI into the hands of many more SME players, which is great news. Powered by our Go-Insur insurance rating engine and with the benefit of ready-made cloud policy admin and CRM integration, this is an exciting, joined-up solution that offers imaginative new distribution opportunities for the insurance sector, unlocking growth and enabling effortless management of that growth”.

Versatile Low-Cost Customer Servicing Approach

The conversational chatbot format provides a versatile alternative to more traditional form-based data collection and is shown to be highly effective in low-cost customer acquisition and many areas of policy servicing.

The FinChatBot technology can be deployed on standard websites, within client mobile apps and also in WhatsApp and other social media.

Says Richard Marsden, Director of the UK Market for FinChatBot, “We have run many successful deployments on websites, WhatsApp and other social platforms, using chatbots to quote and sell insurance from within the platform. It’s instant and convenient for customers. Quote & conversion rates can be excellent. The format can also make light work of simple MTAs, kicking off claims and retention and recovery. It’s self-serve with the human touch, enabling redeployment of costly people resources into value-add customer growth & servicing activity.”

Trending Bot Articles:

1. Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

Go-Insur is aiming to be the trusted, go-to digital insurance software brand for SMEs as well as an agile digital partner for larger players encumbered by legacy systems and who want to undertake rapid testing of new market propositions and innovations.

Pancentric Digital is also part of the DigitalBar insurance benchmarking initiative, partnering with financial services consultancy Altus to champion best practices and raise standards in the digital insurance space.

Don’t forget to give us your 👏 !

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Digital Insurance Platform Go-insur Partners with FinChatBot was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Don’t Overlook this Simple Retention Tactic: Put Today’s and Tomorrow’s Customers in Need of Auto Repair and Service in the Driver’s Seat

Overlooking a Simple Retention Tactic

Sending out service reminders via e-mail or text, making follow-up calls, mailing postcards, scheduling next visits at the time of car delivery — there are many tactics automotive service-repair businesses can use to retain customers. But one simple tactic is often overlooked: empowerment.

The customers of today, and tomorrow, live in a digital world where they’re empowered by fast access to information. And they make quick buying decisions based on that information. For example, think about the last time you searched for a product or service on a major retailer’s website and made a buying decision quickly based on the information that was presented to you.

The New Digital Shopping Experience

This shopping experience has become the new normal as the pandemic has drastically expanded the range of digital consumers far beyond millennials and Gen Z. All generations are now confirmed online shoppers.

So, what does this mean for automotive service-repair businesses?

In order to retain the customers of today and tomorrow, automotive service-repair facilities should be offering them the online shopping experience they’ve come to expect. For starters, that means communicating with customers in the ways they’re most comfortable with on their own timetable.

Text messaging has become universally popular because it’s quick and convenient, providing consumers added control over their time. It’s also, in part, what makes digital engagement tools like Openbay Otis so uniquely powerful.

Trending Bot Articles:

1. Chatbot Trends Report 2021

2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model

3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen

4. An expert system: Conversational AI Vs Chatbots

Otis serves as a virtual service advisor that appears on a shop’s website as a smiling icon that says, “Hi. Need help? We’re online now if you have questions.” Visitors type in a question or select from a menu of options. Otis — which is powered by artificial intelligence, or AI — then engages visitors in a text-style conversation.

It’s similar to the way Amazon Alexa, Apple Siri or Google Assistant provide quick answers to commonly asked questions.

Otis can deliver price estimates for mechanical service and repair nearly instantly and book an appointment, too. Otis also has a full tire catalog that will generate tire options, pricing and installation fees based on vehicle year, make and model (and tire size too).

Roughly 35% of Otis conversations take place outside normal business hours. Otis gathers and records all information from each conversation. If necessary, service advisors can then follow up using the visitor’s preferred method of communication — a phone call, text or e-mail.

Otis eliminates the need for site visitors to navigate a shop’s website, search through menus or fill out forms as they look for answers to their questions. Instead, they’re able to get the information they want when they want it and how they want it. In other words, putting them in the driver’s seat.

Have Otis greet and Start a Conversation with your Website visitors

Otis installs on your website in minutes and it’s easy to use.

Retaining customers starts with time-honored essentials: solid mechanical service using quality parts, good value, a comfortable experience, great communication and a personal touch. And businesses that are able to level up by allowing customers to drive their own experience — using automated digital engagement tools like Otis, for example — are poised to earn more customer loyalty now and into the future.

To discover how Openbay Otis, the intelligent, automated chat and messaging platform can boost customer retention and new customer acquisition, contact Openbay today.

Don’t forget to give us your 👏 !

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Don’t Overlook this Simple Retention Tactic: Put Today’s and Tomorrow’s Customers in Need of Auto… was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

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