JK Tech’s Vice President – Digital on the Use of Chatbots to Enhance Customer Experience

Noida, India - May 6th, 2020 - The impact of Covid-19 has transcended sectors, increasing the demand placed on a range of industries. JK Tech, 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 JK Tech, writes about the use of chatbots during the pandemic in the first part of a series for The Parliamentary Review.

JK Tech in The Parliamentary Review, UK

At JK Tech, we believe that digital transformation consists of five themes - the customer; the competition; the data generated, the value an organization can bring to the table and the innovation that will keep it ahead of the game. In this piece, we plan on focusing on the role of the customer.

Customer experience has been a buzzword of late, primarily as a result of the e-commerce boom. Customers are interacting and engaging with e-Commerce companies through websites or mobile apps and the time spent on these by customers has a direct impact on the top line. Therefore, significant effort has been put into improving customer experience to ease their website navigation. While this was primarily achieved through better user experience, self-service initiatives offer another dimension.

Self-service Initiatives

In the last few years, organizations have been looking at another dimension to improve the customer experience – self-service initiatives, driven by the objectives of empowerment, convenience, and engagement. Both organizations and their customers are moving towards a DIY model, moving the cost savings to companies, and providing a more efficient service to customers.

Interacting with tools like Chatbots allows customers to engage without any barrier like language, accent, and availability.

As per Gartner’s top ten tech trends 2019, “four percent of Gartner clients today say that they use chatbots in the workplace, but 40 percent intend to implement them in the near term. That is not something to be taken lightly.”

Chatbot Evolution

Chatbots are software applications which enable businesses to engage with their customers using a messaging system. They can interact in a range of forms including messenger, web forms, IVR, email, or other social channels. They can be easily integrated with IoT devices, AI or Analytics platforms to send or receive information as the need arises.

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