Within organizations, data driven has recently led to the development of new workflows to classify & tag data in order to turn it into valuable information. This valuable information can now be used to use new ways of communication to make a difference. For you and me. Whether you want to order something, check your meter readings or make a reservation for a restaurant. In many cases you want it now. Without worries and have your needs fulfilled relatively quickly. After all, this ensures happy customers.
Digital Support Evolution
Our information needs used to be limited to the opening hours of the company with which we wanted to "call" or "fax". With the introduction of the Internet, things became quite different. Webshops that are open 24/7 and serve product information. After the advent of the smartphone and the associated apps, the fence was completely blown. Until recently, converting data to information was always a manual process. Whether it was answering the phone or answering an email from a customer in the webshop. With the arrival of Machine Learning and Artificial Intelligence this is now different. These technologies make it possible to dynamically develop the ability to learn around data. As such, virtual assistants and chatbots form the channel to make this dynamic translation.
Converting data to information
Research has shown that chatbots score better than website & apps as an information provider for the majority of questions. Advantages of a chatbot or assistant compared to a website/email address/phone number are:
- Quick answers to simple questions
- Making reservations
- Be able to offer 24/7 (limited) service
- Convenience for the end user
- Faster answers to complex questions
- More accessible than calling for example
Collecting intentions & data
The use of AI also offers a wealth of data when it comes to the intentions of the end user. At present, this often comes in fragmented by mail, telephone and socials. Previously, these were the questions that came in to the helpdesk, customer service or other employees. This often led to a diffuse picture about the intentions of customers when making contact. Now we see that through the use of chatbots and virtual support a multitude of interpretable data comes in at a central location. This makes it possible to better follow (potential) customers on their journey (Customer Journey) by means of marketing automation. Not only can we classify people more quickly into logical segments, we can also do so (by means of "personas"). On top of that, it is also possible to enrich all data in order to get a better picture.
External & Internal
Above we have focused on external communication. But of course it is also very interesting for internal communication. Think of requesting a new printer via the IT helpdesk or starting up new employees. There is still a whole world ahead of us to use chatbots to increase customer and employee satisfaction, optimize productivity and reduce overhead and other costs.
Curious about what a chatbot can do for you? Send us a message and we'll be happy to think along with you.