The popular systems that companies implement are evolving. They will offer new interaction formats and applications unpublished until now
30.10.2018 • 17:52hs • The future has started
The future has started
From the call center to the chatbot: robots now threaten thousands of jobs in customer service centers
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Talking to a real person to buy an air ticket or to find out how to get a bank loan is becoming a thing of the past.
Is that companies around the world, including Argentina, are replacing call centers with chatbots.
It is a software that is being imposed as a resource to optimize customer service in the online channel, mainly to answer queries through instant messaging schemes.
For that, they use artificial intelligence with the objective of "learning" from the interactions. In addition, they can attend several conversations at the same time in a colloquial way, since they are expressed in natural language and even detect when a user types with spelling errors.
Although at the moment most of the chatbots are very simple, the specialists announce that shortly you will see an overwhelming evolution in the experience that you will have when interacting with them.
What comes
"Although we are now used to chatting, the tendency is for us to interact more and more with digital assistants through voice, which is why the chatbots of the future will be equipped with the voice recognition system so that, instead of writing to them, , we can ask them oral questions ", predicts Carlos Arguindegui, senior VP of applications of the technology solutions firm Oracle Latin America.
Currently, organizations analyze their chatbots daily to detect what questions they have not been able to answer and that is when they update the preconfigured answers. Hence, these programs can not offer at the moment that information that was not previously loaded.
"Soon this will be different because they will be autonomous, which means that the system itself will realize that it is not answering the questions and will be able to access the company's databases to search for this information on its own to deliver it in real time." Anticipates Marcelo Fiasche, general manager of the same company for Argentina Paraguay, Uruguay and Bolivia.
"In this way, it will offer higher levels of customer satisfaction," he adds.
From chat to voice and video
With the aim of offering more pleasant information for consumers, they will go from giving answers only in text format to provide in real time other types of content, such as videos and images.
Additionally, in order to better guide users, not only will they be able to answer questions as they are now, but they will have the capacity to question people in order to guide them.
For example, if it is a question of requesting prices for household appliances, the virtual assistant could consult price limits that you wish to spend to present only products that fall within that range.
Another innovation has to do with the ability of the virtual assistant to be able to make a diagnosis about the client's personality.
After a while of conversation, the program will be able to analyze the exchange of messages to determine some features. This, added to the fact that the chatbot will be able to ask questions, will be two characteristics that will allow this software to be more persuasive in case it is advising a person that is analyzing making a purchase.
Chatbots as co-workers
"The chatbots provide simplification, complex systems, such as accounting and taxes, have been built over time according to the regulations of each country, to such an extent that users of accounting software practically have to have the knowledge of an expert to know how to use it, for all this, with them we have the opportunity to simplify the user experience through simple conversations ", explains Gabriela Perret, CEO of Adonix, and representatives of Sage in Argentina
"It is no longer necessary to be an accounting expert to allocate expenses because artificial intelligence will do the job behind, we call this 'invisible accounting' and the trend is for more virtual assistants to emerge to help different professionals," he adds.
Adonix has a personal assistant called Pegg, which allows an employee to ask you to enter a lunch ticket, for example.
The executive points out that "chatbots do everything a human being could do, except that they are governed by an artificial intelligence system that learns and improves continuously.With them, users can not only automate administrative activities such as expenses, purchase orders or collections, they also offer intelligence applied to business. "
Different studies predict that bots will not work in isolation, but will be integrated with the information that organizations have about customers.
In this way, they can recognize people when they are logged in or by phone number. Thus, they will offer contextualized and personalized information, since they will have access to the history of the relationship with the company.
In a beta stage, this premise is becoming reality. In fact, last month the SAP firm announced some additions to its human resources management solution in the cloud, SuccessFactors.
One of them is a digital assistant that takes advantage of the bot framework of the SAP CoPilot web application and the machine learning capabilities of SAP Leonardo, which until now is being tested by a small group of customers.
"The objective is to provide the workforce with a personalized experience to guide and recommend actions based on questions or oral or written instructions," says Gustavo Waldfogiel, regional director of Value Engineering SAP SuccessFactors on this digital assistant that, among other details, It is integrated with collaboration platforms such as Slack and Microsoft Teams, which connect with the tools that employees use every day.
"Learn and understand what an employee is looking for, which allows you to find information and take action from the conversation interface, without the intervention of a human being, which helps raise the level of commitment of the workforce and simplifies and redefines the performance of human resources services ", explains Waldfogiel.
For example, a Human Resources professional can provide answers to questions of new employees more easily and quickly, managers have the possibility of granting a punctual bonus more easily and collaborators, to quickly enter the time worked. "This frees up time for tasks of greater added value", completes the manager.
After a while of conversation, the program will be able to analyze the exchange of messages to determine some features. This, added to the fact that the chatbot will be able to ask questions, will be two characteristics that will allow this software to be more persuasive in case it is advising a person that is analyzing making a purchase.
Different studies predict that bots will not work in isolation, but will be integrated with the information that organizations have about customers.
