Noida, India – May 6th, 2020 – The impact of Covid-19 has transcended sectors, increasing the demand placed on a range of industries. JKT, a global technology foundation, established in 1993, has found their circumstances impacted by Covid-19, much like others in their sector.
Part of a 140-year-old group, worth an estimated $7 billion, Praveen Kumar, the Vice President – Digital of JKT, writes about the use of chatbots during the pandemic in the first part of a series for The Parliamentary Review.
Due to Covid-19 and the enforced lockdown, customers are struggling to get the support or service they need, while the customer service teams are having to adapt to working remotely and with less resources. This can result in long queues of support requests, unanswered calls or emails, and delays in resolving customer queries.
To keep up with these changing times, businesses which face trouble in their customer support can gain additional support through AI-enabled Chatbots. Chatbots can help by optimizing Customer Support Function to a great extent help in reducing the impact of customer queries.
There are primarily two types of customer queries, either the critical and complex queries which require a level of human touch, or those which are repetitive, and volume-based.
Critical and complex queries can be partly handled by a Chatbot and at an appropriate time, handed over seamlessly to a human agent. For example, healthcare-related queries, ad hoc requests of changing an order, and any other interaction which is not rule-based.
For repetitive and volume-based queries, Chatbots can handle the interaction end to end. For example, checking the order status, placing an order, logging a complaint or even enquiring about products and services.
Chatbots provide an excellent way to improve problem resolution quickly. An AI-enabled Chatbot solution could be built and deployed in as little as five days, to help a customer service team reduce stress levels and help customers get what they need.
In order to start using Chatbots, business leaders need to define their Conversational Platform Strategy, with two particularly important points to discuss and identify. The first is that of the channels of interaction between the business and customers, both internal and external. The latter is the processes required in using the channels of interaction.