How Chatbots Are Advancing Customer Care

How Chatbots Are Advancing Customer Care
Loyalty & Membership

Virtual assistants equipped with natural language processing are answering customer inquiries and screening calls for human staff members

PSFK
  • 27 february 2018

Companies are increasingly turning to chatbots for customer care, employing them to answer questions or direct people to the right team member to talk to. Basic assistants can route calls in call centers to the correct staff member, while more advanced chatbots equipped with natural language processing and deep learning may be able to assist customers with their inquiries.

PSFK researchers explored how brands are exploring conversational interfaces that enable more emotive, responsive and personalized chatbot assistants, which can help customers in a range of different industries. As Business Insider reports, “In the next three to five years alone, chatbots will become nearly ubiquitous, and work seamlessly with human customer support agents to provide customers with efficient, personalized responses.”

Here are a few examples of companies that have been using chatbots to assist their customers:

Amazon 
Amazon developed a cloud-based call center software called AWS Connect that uses the speech recognition technology behind Alexa to interpret what callers want and routes their calls accordingly. By recognizing natural speech, AWS Connect replaces phone menus, eliminates transfers and provides reps with context about a caller by pulling in CRM data from Salesforce. As a result, this technology helps call center staff do their jobs more effectively, while improving the caller experience.

Autodesk 
Autodesk developed a virtual agent called AVA (Autodesk Virtual Agent) powered by natural language processing and deep learning to assist customers with their questions and forward unknown inquiries to the correct human agent when needed. Every online customer interaction starts with AVA, which sits on the front end for both web and chat inquiries, and customers can type in their queries as though they were chatting with a human agent. AVA understands a broad array of customer inquiries, and uses keywords and phrases to quickly unpack the conversation’s context and purpose and return with high-confidence answers. If the virtual agent can’t resolve a situation on its own, it collects enough information to create a case and forwards the ticket to the correct human agent.

Swedbank 
Stockholm-based Swedbank adopted a chatbot called Nuance Nina that uses natural language processing to answer customers’ basic banking questions and route more complex questions to support staff. The bot can also help guide clients in paying bills online, and it continues to learn and improve from its interactions and other sources of data as it provides support for customers.

Luma Health 
Digital health company Luma is a chatbot that uses secure text messaging to give patients access to pharmacies, doctors and imaging centers. With Luma, specialty clinics can automate referral outreach and prompt patients to self-schedule via call or text. When a patient cancels an appointment, Luma goes through the doctor’s waitlist to fill the open slot so other patients can see the doctor sooner.

Brands that employ virtual assistants to identify and interpret customers’ specific needs and redirect them to proper assistance channels see a number of benefits, including minimizing frustrations and limiting customer churn. For more on this topic, check out our recent research paper, Reinventing Customer Care with Chatbots.


Lead Image: Young woman using mobile phone via Shutterstock

Companies are increasingly turning to chatbots for customer care, employing them to answer questions or direct people to the right team member to talk to. Basic assistants can route calls in call centers to the correct staff member, while more advanced chatbots equipped with natural language processing and deep learning may be able to assist customers with their inquiries.

+AI
+amazon
+artificial intelligence
+banking
+chat a researcher
+chatbots
+customer service
+customer support
+Europe
+financial services
+loyalty
+loyalty & membership
+Market Research
+mobile
+natural language processing
+Personalized Loyalty
+post purchase & service
+retail
+technology
+work

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