The future of customer service technology

As we progress towards greater technologies, videobots – a concept which has the potential for transforming customer service technology is becoming bigger everyday.

Customer service technology has come a long way. From customer-facing professionals to telephone query handlers to online systems and even chatbots that provide immediate assistance through machine learning and AI.

Service technology software these days assist customer service teams to improve workflow efficiency and provide effective solutions to their customers. However, as we gained advantages in one area, we lost them in others. For instance, chatbots can offer automated services but lack the personalization that a human can provide. 

In this article, we discuss some of the factors in customer service that are changing and will result in a need for innovation in customer service technology.

Also read: The importance of IT innovations in Business

1. Real-time customer service

Most businesses these days aim for a global presence to familiarize their brands and attract customers. With a global business, presence comes a need to serve customers across geographies and time zones.

It is not possible to expect customers to wait for service when it is convenient for a business. Thus, it becomes imperative for businesses to be available around the clock. 

Meanwhile, such responsiveness is possible with the right technology that can engage customers, address their concerns and solve their problems.

2. Face-to-face communication

Communication in service is always an enhanced experience when there is a face-to-face aspect involved. Likewise, it adds to customers’ satisfaction when they feel that they can openly engage someone talking to them, whom they can actually.

Video is thus not just a growing expectation of consumers, but a viable tool for businesses.

3. Remote working possibilities 

The pandemic has emphasized the importance and usefulness of remote working that can help businesses deal with customers. 

Moreover, tools that help reduce the need of service representatives to be actually available is an option that many businesses are exploring. 

4. Bots and AI are the new faces of customer service technology 

Systems being put in place of humans cannot be just those. Importantly, they need to be intelligent systems that adapt based on the context and nature of the interaction. Therefore, most videobots cannot be considered AI since they’re simply logic machines presented in conversational interfaces.

However, newer videobots are AI-powered that present intuitive kiosks of information for customers that are powerful engagers as well. Conversational UI is the next big deal in human-computer interaction.

Rain or storm, even if the customer service team is asleep, bots will be there doing their job, 365 days of the year. By providing self-service for customers, they reduce fixed and moving costs for businesses. This reduces the need for human involvement and saves representatives from solving similar problems from different customers.

Also read: AI Videobots: Direct Communication Your Business Needs

5. Data-driven solutions 

Data is the next big resource of the world. Businesses that quantitatively learn about their customers make qualitative decisions and improve their products or services.

With human-driven customer service, processes like recording the calls or filling surveys are required to absorb the data of the conversation. This increases business expenses and thrusts a job on the customers who are unwilling to perform them.

Newer customer service technologies come attached with detailed analytics that can help develop new strategies to address and solve customer needs.

Not only can the data help the business, it can help the technology itself become better through machine learning. 

6. New era of service representatives

As customer service leans more and more on automated technology, human representatives will have more time on hand. They can even shift their roles from mere representation to specializing in strategy.

That is to say, with more support cases being solved by front-line Videobots, businesses can focus on improving the product or service more. IN addition to that, service personnel, with fewer points of friction in their workflow, will be able to concentrate on providing above-and-beyond customer service.

In conclusion, Videobots are here to change the game. They provide a win-win situation by putting a face to online interaction and can work in the absence of an actual representative to serve the customer.

Expertrons offers state-of-the-art, AI-powered videobots that provide an intuitive and interactive video chat experience. It is almost indistinguishable from a regular video call that customers feel like they just spoke to a customer service executive.