The adoption of digital transformation allows contact centers to automate their customer service processes through self-service solutions, namely chatbots and virtual assistants. These tools facilitate fast, efficient and satisfactory interactions at any time using any channel.
Balance between bots, virtual assistants and human intervention in the contact center
Chatbots and virtual assistants are ideal for managing routine tasks, freeing up contact center agents to focus on advanced interactions.
When requirements are complex or a personal interaction is requested, the conversation is escalated to a call center agent. Thus, in order for the transition to be successful, the blend using the assistants and agents is essential, ensuring customer satisfaction.
Chatbots can also be used to improve customer service offered by the agents, providing real time information relating to profiles and new opportunities to name a few possibilities.
There is no “cookie cut” formula in deciding the degree of automation for each process. This depends on the needs of each contact center and client base. It is necessary to bear in mind that the more complex the interaction, the greater the need for human intervention. Having an expert in the implementation of these types of tools and strategies will increase efficiency and ROI.
