Suddenly, everyone is talking about bots. As homescreens become more and more overwhelmed with multiple apps, bots are seizing an emerging opportunity: providing the same services offered by apps within a single messaging platform. Facebook Messenger, Twitter, WeChat, Kik, SMS … Developers are using these messengers to create bots capable of assisting you with everyday activities: placing orders, sending money, accessing customer service – there’s even an SMS bot that can act as your boyfriend/girlfriend!
Automation vs. personal touch
Automated services enable brands to realize substantial cost savings through higher efficiencies. However, in an increasingly automated world, providing a personal touch will serve as a key differentiator that will drive brands to achieve greater profits (See Tema Frank’s PeopleShock). Ideally, the adoption of bots will be counterbalanced with an equally important focus on human-to-human interactions.
Achieving the right balance
So how do we achieve the right balance between automation and human connection? The key is to always provide customers access to a real-life agent. Chatbots are fantastic at answering frequently asked questions; and can save your team a great deal of time by automating replies to routine inquiries. However, bots do come with their own limitations; which is why there will always be a human component to customer engagement. At any point during a chatbot conversation, the customer should be able to connect with a human being who can respond to complicated or emotionally-packed issues.
Combining automation with human engagement
The following video demonstrates how bots can efficiently handle routine customer inquiries while enabling customers to connect with a real-life agent; empowering companies with the efficiencies of automation, while offering customers a human touch:
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