Most enterprises begin their automation journey in customer service departments as the potential for automation is high owing to high-touch and repetitive processes.
Typically, software robots, or chatbots, provide instant solutions to customer queries and complaints. When integrated with sentiment analytics, contextual engines, etc., these bots help companies better understand their customers and deliver personalized services and recommendations. For instance, Swedbank’s chatBot, resolves nearly 81% of issues through customer conversations.
Such strategies give customers exactly what they want and more, thereby enhancing the customer experience. Further, as agents are released from mundane tasks, they are free to engage in services that add more value such as cross-selling and up-selling.