Thursday 5th July
Using Chatbots to implement services without putting customers on hold
Options for introducing Chatbots into the contact centre ecosystem:
- Chatbots and messenger self-services are currently much-discussed and highly topical when it comes to improving customer engagement in today’s era where customer experience is the battlefield for gaining and keeping customers.
- “Digital employees” as innovative self-service component of a comprehensive omni-channel engagement strategy can play an important role within the communications offering, providing automated responses to routine inquiries. However, companies are faced with the challenge of aligning digital self-service concepts with the communications processes in the contact center and the underlying business processes.
- This webinar outlines the strategy for introducing and designing Chatbots. We will show how customer requests can be resolved during the first contact and how to escalate a Chatbot or messenger query to a live agent without the customer having to repeat themselves.
- We will discuss which fields of applications benefit from this technology, its opportunities as well as its (current) limitations. As the integration into the overall system is essential for successful Chatbot interactions we will also look into the interplay between self and live services as well as into the necessary integration with other company solutions.
Tobias is Senior Director, Emerging Technologies at Aspect. He has over 14 years of experience in customer care technology and the contact center industry with roles spanning engineering, consulting, pre-sales, product management, and product marketing. As part of Aspect’s product management and marketing team today, he is responsible for business alliances around emerging technologies and works on defining the future of the mobile customer experience, bringing together channels such as mobile apps, messaging, voice, and social. He is a frequent speaker and blogger on topics around customer service and, more recently, the (re-)emerging chatbot, NLP, and AI technologies. Tobias holds a Master’s degree in Computational Linguistics, Phonetics, and Computer Science from the universities of Bonn, Germany and Edinburgh, UK.
Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Since its launch, Engage Customer has rapidly established itself as beacon of thought leadership in a rapidly changing customer environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business..