If you ask customers if they want to talk to a bot, most people would likely say no. For years, bots have gotten a bad rap for their nonsensical answers and inability to understand.
But if you ask customers if they want to get correct answers quickly, they would likely all say yes. Modern bots are one of the best and most scalable ways to offer faster, correct service. According to Ben Rigby, VP, Global Head of Product & Engineering, Artificial Intelligence and Machine Learning at Talkdesk, it’s all about reframing how customers think of bots and how companies use them in the contact center.
The key to a successful machine learning system in a contact center is adaptability. Rigby says most machine learning projects fail because companies can’t figure out how to retrain their bots to match their customers’ current needs. A bot created before COVID wouldn’t know how to answer questions about things like social distancing, safety measures or mask requirements, but those are crucial answers customers need during a pandemic.
Most companies turn to data scientists to retrain their bots, but Rigby says the best people to update the systems are the call center agents. Agents are familiar with what customers are asking and know how to tailor their answers to meet customers’ needs. They can take that experience and apply it to a bot to make sure the system has the most current and correct information. Rigby says putting contact center agents in the middle of machine learning is the best way to improve and continually update the system. After all, retraining a bot is a lot like talking to customers, something that contact center agents do every day.
Machine learning in the contact center isn’t one and done. It’s a continuous process that involves launching, observing, retraining, observing, retraining—indefinitely. Companies need to plan for the fact that the world is continually changing and their machine learning system and strategy also require regular updates.
Modern bots and machine learning systems are scalable, cost-effective and a great way to deliver a fast and accurate customer experience. The key to success is planning for updates and retraining and ensuring the right people complete the task.
*This episode is powered by Talkdesk. Talkdesk's mission is to help organizations around the world build brand love and loyalty by delivering exceptional customer experiences. But how ? Talkdesk is a cloud contact center solution for the customer-obsessed. With enterprise-class performance and consumer simplicity, Talkdesk CX Cloud empowers you to adapt your contact center to the evolving needs of your customers and teams. The results? Increased productivity, higher customer satisfaction, more cost savings, and great customer experience. If you'd like to know more, visit talkdesk.com.
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Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here. Join the waitlist now for the new Customer Experience Community here.
