How do conversational robots boost omnichannel strategies?
Posted: Sat Dec 21, 2024 3:46 am
To take other examples that we all know, the ability of messaging services to detect spam offers us a comfortable service. When our iPhone rings and an unknown number is displayed, we appreciate that the smartphone suggests who called, by reconciling the caller with a number that he will have found in an email signature. These functions are not perceived as intrusive, but on the contrary as relevant: bots are then valuable auxiliaries .
What businesses really need most of the time is a bot, not a chatbot.
Transposed to the scale of a company, this type how to build phone number list of service opens up several avenues: AI can be used to automate numerous tasks.
So, when a marketing director thinks about launching a chatbot, he would do well to put all this into context: because what companies really need most of the time is a bot, and not a chatbot. Chatbots are benefiting this year from an "alignment of the planets" driven by the explosion of social media, but we don't necessarily need a tool for conversation with the customer any more than we need a tool for optimizing operations .
Humans love "gray areas"
Deciding to entrust certain company missions to a bot requires prior in-depth consideration of how the company is structured. For example, it is necessary to have a clear product grid, which is far from obvious, from one agency to another or from one region to another. Then, relying on a bot requires formalizing a certain number of processes that have never been formalized. What diagnosis does this employee make before recommending this or that insurance product, to this particular client? No one asks themselves these questions, because it is not in human nature to explain everything. Humans like "gray areas". As soon as we decide to automate, it raises new questions , and it even becomes violent, because we force individuals to leave "cozy" and natural gray areas. We saw this recently with the deployment of bots at Crédit Mutuel (Watson): it initially went down badly with the unions.
New skills to be acquired urgently
We think we're starting with a customer relations bot, a "small chatbot" to relieve customer service congestion, but a small chatbot doesn't exist ... If the company doesn't think deeply about its processes, about what it brings to the customer, why and how, then it creates an out-of-touch chatbot that is nothing more than a "wart", a showcase, in short a totally counterproductive tool .
What businesses really need most of the time is a bot, not a chatbot.
Transposed to the scale of a company, this type how to build phone number list of service opens up several avenues: AI can be used to automate numerous tasks.
So, when a marketing director thinks about launching a chatbot, he would do well to put all this into context: because what companies really need most of the time is a bot, and not a chatbot. Chatbots are benefiting this year from an "alignment of the planets" driven by the explosion of social media, but we don't necessarily need a tool for conversation with the customer any more than we need a tool for optimizing operations .
Humans love "gray areas"
Deciding to entrust certain company missions to a bot requires prior in-depth consideration of how the company is structured. For example, it is necessary to have a clear product grid, which is far from obvious, from one agency to another or from one region to another. Then, relying on a bot requires formalizing a certain number of processes that have never been formalized. What diagnosis does this employee make before recommending this or that insurance product, to this particular client? No one asks themselves these questions, because it is not in human nature to explain everything. Humans like "gray areas". As soon as we decide to automate, it raises new questions , and it even becomes violent, because we force individuals to leave "cozy" and natural gray areas. We saw this recently with the deployment of bots at Crédit Mutuel (Watson): it initially went down badly with the unions.
New skills to be acquired urgently
We think we're starting with a customer relations bot, a "small chatbot" to relieve customer service congestion, but a small chatbot doesn't exist ... If the company doesn't think deeply about its processes, about what it brings to the customer, why and how, then it creates an out-of-touch chatbot that is nothing more than a "wart", a showcase, in short a totally counterproductive tool .