Role of messaging in future contact centers

By CIOReview | Friday, June 1, 2018
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With all the hype surrounding the AI-driven chatbots, it is normal to think that messaging plays an important role in every organization’s contact center strategy. While customer service centers are employing messaging services like WhatsApp and Messenger, the risk with automated message response is that it could fail to meet the users’ needs. One thing that we need to keep in mind is that synchronous and asynchronous communication is and always will be an essential pre-requisite to predict future customer contact trends. As Gartner predicts, it is estimated that by 2020, 85% of all customer interactions will be managed by these AI bots.

The very first synchronous text chat service came into being so that online users could communicate in real time and get immediate assistance from the recipient. Call centers have dealt with real-time phone calls and they were at ease to support web chat. While ensuring better agent utilization, the inherent weaknesses may surface in case of a synchronous communication where customers have to wait for a long period of time to get their issues resolved.

If organizations start employing chat bots, they can respond to voice queries and engage in a conversation with the user. Virtual assistants can highly improve the customer experience. Customer service executives can also get access to relevant information in a very short span of time through these bots, thereby providing the user exactly what they want. A bot is also expected to help the organizations in boosting their efficiency and reducing costs because the 24/7 call centers will no longer be required once they come into the picture. As contact centers are driven more towards innovation, it is expected that companies will be able to keep an eye on the effectiveness of their customer interaction. They also need to be aware if in case the conversations go off track. If a company uses a bot which somehow misbehaves, the users will notice this right away and this could also cause a lot of harm to the company’s reputation.