In mid-2017, chatbots are everywhere. These conversational tools developed using artificial intelligence are integrated into our daily lives. We find them in restaurant reservations, appointment booking, shopping, customer service, etc.
They help us by automatically, instantly and at any time answering all or part of our questions.
But does the advent of chatbots mean the end of customer service representatives? turkey whatsapp data
In the field of customer service, can we reasonably think that artificial intelligence is destined to replace humans? If you follow us a little, you know that we are rather in favor of the opposite.
The study conducted by Aspect Software, whose results are presented in an infographic, will not contradict us. So let's take a look at this infographic, which presents the results of the 2017 Agent Experience Survey; This study focuses on the relationships between customer service representatives and chatbots!The results of the study show that artificial intelligence is far from completely replacing the added value provided by humans.
Customer service representatives are not disappointed. Chatbots allow them to focus on more complex issues, and they feel valued for it. For 79% of customer service representatives surveyed, handling these calls improves their skills. For 64% of them, this operation would allow them to offer a more personalized service to consumers.