What is the experience of using a chat robot to be a guest in a service?

Editor's note: This article from NetEase Intelligent, English Source: VentureBeat, compiling: NetEase translation robot, 36 Krypton authorized release.

We are in the forefront of the technological revolution, in this technological revolution, gradually complex tasks can be delivered by the human machine to carry out. Organizations are gradually beginning to accept advances in artificial intelligence, robotics and natural language technologies, and use platforms that can "learn" from experience and interact with users. The new generation chat robot will adopt the enhanced real-time data analysis technology and the automation technology, simultaneously integrates the intelligent information of various electronic channels, thus carries on the natural dialogue with the user through the voice or the text.

So what does this technology integration mean to you as a user? When you have questions about a product or service, you have the best agent to deal with the problem, he has the experience of the entire company and has a wealth of knowledge. "Please wait a moment." ”

Imagine what would happen if you called a bank or a customer service on an E-commerce site. In most cases, the system sound asks you for a call, and may also lead you to answer some basic questions on the site.

This approach seems to help businesses reduce customer service costs, but most of the people I know think that the instructions to follow menu navigation are very frustrating, and they have to press "0" to enter the artificial customer-service operating system. But that does not necessarily help the current predicament, because it may take a long time to wait for a manual customer service.

After a long wait, finally wired to a customer service. But because they have a problem with their headphones, they have to start a painful conversation, even if you wait for a while and connect you to another customer service. Recruitment: Robot with customer service skills

Now imagine a chat robot that immediately connects to a customer service phone, and its name and voice are familiar to you. After several security checks to confirm your identity (perhaps through voice recognition in the background), this robot will be able to fully grasp your relationship with the company, including order history, failure order history, Site search history, historical transactions, call history, And any information you share on this call. Without your racking your brains, you don't need to browse your Inbox or double-check.

The robot uses the experience accumulated by the company to process your problems, including the latest statistics on the issues and solutions that other customers have raised. It can not only take action, solve most of the problems without convening an expert or request for approval, but also achieve this goal with accuracy. After that, the robot will track you down and follow through on the way you choose to communicate: email, apply, call back the number you specify, notify you of the account on your site, or the combination of these methods and accuracy.

The information generated throughout the process can be used in a variety of ways, for example, to improve the next caller's user experience, refine products and services content, and personalized customer interaction. If properly executed, the whole process will become a virtuous circle.

Usually, your problem can be solved in the first time. This machine-led interaction can improve customer satisfaction and, if properly executed, increase customer loyalty. If customers have the opportunity to choose the media they prefer, if they get a service that is fast and efficient, and if the robot can assemble all the benefits of human customer service (and without faults), then the communication process between the client and the robot can actually be better than the experience with the manual customer service. At the same time, this is especially true for younger generations, who have been exposed to smartphones, social media and chat tools as part of their childhood. Come to the call center near you

The Facebook Messenger chat robot is becoming a popular customer interaction platform for retailers. For example, ebay has a shopbot system that enables faster, more seamless search, comparison, and purchase of goods. The robot has a powerful machine learning ability, it can be based on user purchase history or product search history, to provide users with more targeted shopping recommendations. The high-end market Burberry also uses this type of robot. Burberry is a well-known fashion enterprise, the brand used by the chat robot to master a wealth of data, images, and understand the company's latest series of information, so as to help customers in accordance with their wishes to match.

With the ubiquitous use of chat bots in customer service, some jobs will be replaced by machines, and humans will be quicker to deal with more complex and sensitive tasks. This shift will enable businesses to provide more targeted services to the most valuable customers and evolve a hybrid model. In this mode, machine learning technology can provide greater help to mankind. These hybrid models are already in place, and chat bots will be used more quickly than you might think. Given that it can take a long time to retrain employees, companies must now start planning for these changes.

The impact of the progress of chat robot technology on the structure of human labor force may be very far-reaching. With the aggravation of human-machine contradiction, the market competitor must contend for a victory or defeat. The so-called winners will be the individuals and organizations that can take advantage of cutting-edge digital technology to gain a competitive advantage.