Chatbots can be a very useful tool for contact center agents as they can provide customers with access to an immediate self-service conversation 24 hours a day, 7 days a week.
In addition, they allow for seamless transfers to human agents in the event of more complex issues.
Here are some ways chatbots can assist live contact center agents:
-Conversations can be transferred to live agents when human intervention is required. Chatbots collect important information that agents need to resolve an issue, which can speed up the customer service experience.
– Chatbots can be integrated with a company’s back-end systems, such as inventory management or customer relationship management, which helps sales representatives quickly access phone numbers or human resource teams to conduct faster employee hiring.
-Chatbots can answer simple and frequent customer questions, helping to speed up the customer service experience.
-Chatbots can support fluid and intuitive conversations of customers with Google’s leading AI technology.
-Chatbots can reduce customer service costs, as live chat costs 400% less than phone support.
Successful chatbot examples include Amazon’s Alexa, Apple’s Siri, and IBM’s Watson. These chatbots have proven useful in providing quick, personalized, and wide-reaching responses to customers.
In summary, It can help contact center agents provide a faster and more efficient customer service experience by transferring conversations to live agents when human intervention is required, collecting important information, and reducing customer care costs
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