Your people combined with conversational AI technology are the solution.
Your people combined with conversational AI technology are the solution!
The dramatic adoption of eCommerce and click-and-mortar, with amongst other things a great increase of growth in volumes and customer expectations following the recent COVID19 events has led to a significant increase of demand for customer service requests for a lot of online-first brands. Customer expectations for customer service journeys have always predominantly revolved around customer contacts via phone calls with non-voice channels like email and chat, being only fractions of the total contact volumes.
Customers moving from physical to digital stores have taken these expectations and now digital and more importantly digital-only brands are facing customers that simply want to call. This leads to a growth in customer service activities (Opnieuw Recordaantal Klantcontactvacatures Tweede Kwartaal 2021) across all sectors and businesses with strong implications for brands to cope with this change. In addition, what hasn’t changed is that brand experiences are consumed and awarded with loyalty on the level of customer support journeys, whenever a customer needs help and support the brand has the opportunity to show their true attitude towards quality, ease of use, accessibility, availability and stickiness of their products and services.
This represents an opportunity to stand out in the 'new new world of customer experience (and expectations)'.
Always delivering on the expectations and promise of great customer experiences and dealing with the increase of contact volumes is hard, it takes commitment, insight, courage and the willingness to change. This is where the quality and experience of the best customer service people and technology come together to shake hands and deliver hybrid customer contact experiences. In hybrid experiences, there is a division of labour with motivated, experienced and creative human customer service professionals that closely work together with robots to provide the robots with training, emotions and creativity, offering the best possible customer experiences while maintaining the scale and speed necessary to compete today (and tomorrow).
To help our customers win in this new reality, we have designed and built Scotty our Conversational AI Automation Platform. Scotty listens and responds to customers and colleagues as a voicebot and chatbot through phone calls, chats, emails and in your app's app and on your websites. Scotty handles all your in-and outbound customer contacts and business processes, end-to-end at scale benefiting our customers from our years of experience of delivering conversational AI-powered customer experiences over the world and across industries. Your people and conversational AI technology are the solution to providing extraordinary, high-quality customer experience at machine scale and speed all the time.
Roland Hallebeek for RobotFirst - CustomerFirst 07/08 2021