Bots are hot, hot, hot! From ordering your favorite pizza, to checking on the delivery status of your online purchases, to helping you quit smoking, bots are popping up everywhere, and you are starting to wonder how you ever managed without them. They even sound kind of sexy: Alexa, Amelia, Siri, Viv.
With bot fever in full swing, it’s no wonder that leading brands and service providers are turning to chatbots to manage millions of one-to-one conversations with their customers. Considering today’s consumers expect exceptional customer service at their fingertips, chatbots offer an attractive solution – automated systems are available 24/7, can cut response times down to a few seconds, allow customers to avoid lines, and provide access to extensive data to enhance the customer experience.
Imminently, the rise of the bot will surely allow users to access even quicker, more convenient, more personalized service across a wide range of sectors.
Getting Even Hotter: Chatbots, RPA, and Cognitive Technology
Imagine this common scenario: A dissatisfied customer wants to find out why they haven’t received the refund check on their insurance claim. They go online and find the virtual assistant box in the lower right corner, and start to type in their question. It probably reads something like this:
“I turned in all the paperwork for my claim over 3 weeks ago. I still have not received the refund even though your customer representative promised that all claims are processed within 10 business days. Please let me know when I can expect to receive my money. My claim number is #627589”
After several seconds, they get this response:
“Thank you for contacting us regarding your claim #627589. I have reviewed your claim and it appears we are missing a copy of your driver’s license. Please submit a copy of your driver’s license and we will be happy to process your claim.”
While today’s chatbots are very good at gathering information very quickly, lowering response time and stretching the hours of availability, what’s often missing from the bot-customer conversation is empathy. To counter a lack of empathy, some chatbots that appear ‘fully automated’ still require human assistance behind the scenes. Human assistance is also needed in the back end to initiate tasks that result from the exchange.
Going forward, bots will have Robotic Process Automation (RPA) technology built in along with the cognitive capabilities to deliver the performance of a “Super Chatbot.” The Super Chatbot will be able to use its cognitive abilities to recognize the user’s sentiment (in this case: angry, urgent), while the integrated RPA technology will allow for the ability to initiate the processes that are needed to resolve the issue.
Consequently, the Super Chatbot may be able to respond along these lines:
“Thank you for contacting us regarding your claim #627589. I can understand your frustration. I have reviewed your claim and it appears we are missing a copy of your driver’s license. Please upload a scan of your license or click the picture button to take a picture of the license, and I will add it to your claim. I will then be able to complete the processing of your claim and provide the results within 30 seconds. Do you have any other questions that I can help with?”
There is no doubt that Super Chatbots with integrated RPA and cognitive technology make for a brighter future and its popularity will continue to increase with the amount and different types of work that it can accomplish.
What type of work will your Super Chatbot be doing?
You may also be interested in these blog posts: