Are conversational agents and customer experience compatible?
Posted: Sat Jan 11, 2025 10:14 am
What are the advantages of a conversational agent compared to a chatbot, let's say more classic? Well, as its name indicates, the big difference of this tool is the fact that it can communicate with you. Conversational agents are composed of both artificial intelligence (AI) and natural language (NLP). This new technology allows many things such as:
24/7 incoming call reception
Identify requests and treaties for simple requests. phone number list
For the more complicated ones, the aim is to pass them on to a specialist technical advisor
Make your advisors have less workload. Which means better quality and less redundant work
Reduce lead times and exchanges between a brand and its customers
Report recurring problems with a product or service
In short, a conversational agent has many possibilities for improving customer relations. However, we must not forget that it is only a tool. A conversational agent, just like a chatbot, cannot function without human support. Indeed, a conversational agent cannot handle all requests and even if it could, it would require a team in charge of this agent.
Furthermore, this would go against the meaning of current consumer principles aimed at restoring a place for humans in customer relations.
24/7 incoming call reception
Identify requests and treaties for simple requests. phone number list
For the more complicated ones, the aim is to pass them on to a specialist technical advisor
Make your advisors have less workload. Which means better quality and less redundant work
Reduce lead times and exchanges between a brand and its customers
Report recurring problems with a product or service
In short, a conversational agent has many possibilities for improving customer relations. However, we must not forget that it is only a tool. A conversational agent, just like a chatbot, cannot function without human support. Indeed, a conversational agent cannot handle all requests and even if it could, it would require a team in charge of this agent.
Furthermore, this would go against the meaning of current consumer principles aimed at restoring a place for humans in customer relations.