Rusty Langford has been spending a lot of time lately helping companies introduce intelligent bots within their customer service centers. So he’s learned a lot about when bots actually help customers and when they annoy them.
Langford, who’s spent more than 25 years in customer service and is the vice president of client services at Harte Hanks, says the first step to exploring bots is understanding what your customers typically need help with, and how much human interaction it takes to provide that support. Look for highly repetitive, easily defined problems, he advises—scenarios in which service center teams generally know what the conversation needs to look and feel like, and what the outcome is likely to be. “Those are safe ways for companies to put their toes in the water and begin to understand what bots can actually do,” Langford says. Read the complete article here.
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