The coming hybrid human chatbot digital transformation news uk
Imagine a digital transformation technology, which is neither you, nor company, nor your staff, but will become your most important new interface you have with the outside world very soon.
If you can do that then you’ve just opened up your mind to the coming storm of chat bots.
Chatbots are not true AI but a series of cleverly disguised sequences or communication states, which “flow” from introductions to establishing intent to, for example, delivery address and order confirmation. And through this “hybrid” interaction that the true potential for chat bots to increase productivity becomes apparent and will lead to a revolution in job roles from your front line customer service to even your online dating.
The secret to getting this right will be the largely overlooked in current commentary of the “fine-tuning” of the switch from chatbot to a real life operator which I will demonstrate in the following examples of how new “hybrid” human engagements will be triggered as chat bots develop in sophistication.
Digital Transformation News UK – Emergence of the Customer Service Rock Star
In the future though this digital transformation your top customer service representatives will become “Gurus” handling dozens of customer interactions at the same time. This will be done by your CS and sales teams working with Chatbots that mimic both the style of the human Rep and learns the best suitable style for the customer. The Chatbot will do this by plugging in Natural Language Process (NLP) platforms that learn as they go and through access to the customers social media or contact history via an Application Program Interface or “API” which allows your company’s databases to “talk” to the chatbot.
This “hybrid” approach will enable the Customer Service Representative to oversee multiple live conversions at the same time and take over the reigns proactively or when the Chatbot has learnt that the probabilistic chance of replying to a customer correctly is too low to risk.
This change will see the emergence of a new Job Role called Customer Guru who will be able to take multiple customers through any user experience, irrespective of their status be it purchasing, registering or making a complaint or order follow up.
Digital Transformation Example – Your trip buddy, the Chat Bot
Another new development is Facebook’s imminent integration of Chatbots with group chat, which means the failures of earlier Chatbots – i.e. bad discovery and over expectation – will be largely corrected. Very shortly, you’ll just add the “Barca The Bot” to your Whatsapp or Facebook group chat about your forthcoming trip to Barcelona and Barca the Bot will occasionally make suggestions connected to a booking engine based on the banter or if asked directly.
So less direct engagement, lowered expectation and more valuable contributions. It’s going to happen…
API’s and the end of where’s my order
Speak to any front line customer service team member and, if it’s not a password reset requests, it’s endless where’s my order requests which is the bane of their working days. Customer Service teams want to solve real complex problems and engage with customers on a rewarding level, not deal with endless repetitive requests like these.
And once your Chatbot is connected into your eCommerce, CRM, ERP or delivery provider’s database, a large majority of these type of requests will be managed instantly and smoothly freeing up your team to deal with the ones that fall through the net and focus on valuable, complex or proactive customer engagements.
In summary, every backend system you will work with in the future will be API enabled. And Chatbots love an API.
But it’s not going to all cold, it’s now time to turn to more romantic matters…
Digital Transformation News UK – The Love Bot
This change in engagement with technology through digital transformation will spread even further into our personal lives with the adoption of Chatbots in online dating. Hahaha! That’s what they said about online dating at the beginning isn’t it…and look at it now!
After all, why limit the chances of finding true love online by only being available for a couple of hours before or after work? Why not let a Chatbot do the early social proofing and interest matching for you and learn what works best along the way.
With a “Love Bot” which you’ve granted full permission to your social media (read Facebook) accounts, anyone will be able to ask any questions about your life with the Chatbot answering in your natural style until you or the Chatbot decide to throw it over the fence to the “real” you. It sounds cold but in effect this is what is happening now at an abstract level with dating service’s matching algorithms.
This relationship could go deeper when both parties are using the same dating technology and fielding each other’s responses on interests, attitudes and ideal first date activities until their respective owners decide it’s time to “step in” and throw their proverbial hat into the ring and continue the conversation in person with both bots eventually switching to calendar “flow” and booking the first date event.
Does that realty sound too far fetched? In many ways it’s a better and more in-depth natural extension to dating sites matching algorithm’s but – ironically – with more human engagement.
So next time you hear the suggestion of a Chatbot at work – or in your personal life – consider it not as a cold, disruptive artificial intelligence pipe dream but from a hybrid perspective.
Because hybrid is where the big opportunity is.
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