Johannesburg, 03 May 2021
Companies around the world are stepping up their efforts to deliver exceptional customer service, but the added layers of technology needed to do so mean that the customer service technology has become increasingly complex. This could challenge their best efforts to make the customer ‘king’.
So say Johan Du Preez, business development, automation at iOCO and Phumi Ndobo, cluster exec, Gauteng sales at iOCO, who were speaking ahead of an iOCO webinar on the impact of bots on customer experience.
Du Preez and Ndobo note that while modern contact centres aim to provide the convenience of multiple engagement channels, integration of these channels into operational systems can be complex and can challenge a consistent process and experience across channels. For contact centre agents who usually lack a consolidated toolkit, jumping between disparate channels of communication and various data repositories results in lower productivity and potentially endangers data accuracy and regulatory compliance.
“They need help,” says Du Preez. “Automation and RPA need to be deployed in contact centres to support agents, so helping to minimise call wait time, deliver improved and more personal service and even predict customer behaviour. Because multiple siloed legacy systems are a challenge to integrate, automation and RPA must be deployed within a contact centre framework that allows for integration across disparate systems, data sources and APIs for a unified ecosystem.”
“Within an integrated, automated ecosystem, advanced digital assistants can then be deployed to enable contact centre agents to quickly update information in multiple systems simultaneously to save time and lower call abandonment rates,” says Ndobo.
“Unlike the original chatbots of years past, new, intelligent bots incorporate improved natural language processing and are able to connect to intelligent data and analytics tools to support pre-emptive problem resolution. Intelligent automation also ensures processing security and reduces errors that are all too common in the high-pressure, manual call centre environment.”
With the right tools in place, organisations can overcome the technology challenges and improve the customer experience, iOCO says.
The iOCO webinar on How Bots are Enhancing Customer Experience will be staged on 4 May as part of the two-day ITWeb BPM & Automation Webinar Series. At this event, iOCO experts will unpack how to increase the drive toward digital 'First Call Resolution' and consistent customer experience improvement, how to decrease average call handling time and predict customer behaviour, and how to enhance customer and employee experience while reducing costs per contact. For more information, visit https://www.itweb.co.za/webinar/ioco-how-bots-are-enhancing-customer-experience/
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