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WILL HUMAN + A.I. AUTOMATION BE THE BEST CUSTOMER SERVICE SOLUTION?

Human + Artificial Intelligence is poised to be the next revolutionary customer service solution. The world is going slightly bonkers at the moment for Chatbots and righteously so. We have seen many major companies race to adopt a chatbot solution to service their customers needs and convert these conversations into meaningful insights and ultimately sales.

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Image source: Facebook

Facebook recently launched their NBA LIVE CHATBOT to give viewers and fans on-demand access to highlights as the game is being played. The outcome is instant and feeds the NBA fans addictive appetite. After the fan gets fed a highlight, they are then automatically asked if they want to receive highlights from the teams or players they have just seen. Push ‘YES’ and you get an alert added to your phone. Whilst in its early stages of service, this new technology totally revolutionises the way fans engage with the game and personalises their fanship. The outcome is a more connected experience to what they love. In the old days it was the infamous question, ‘Did you see…?’, and now with chatbot technology, the question has become a statement, ‘Yes, lets ask my chatbot!’

The team at Future Hub engaged with the Chatbot App during Game 7 of the NBA Finals and asked the question, “Will the Cavs WIN?”. Okay, yeah we agree it was a bit cheeky but whilst the NBA chatbot responded well, we just got highlights of the game so far. It didn’t quite quench our thirst for intimate or a tailored response. We repeated our question a few times in different ways and was met with the same response. ‘This was the perfect moment when you think, it would have been useful to have a bit of human interaction so you can take time in responding to our needs, and a bit of  ‘Human Error’ for that unmistakable beauty of imperfection.’ 

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Image source: Facebook

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Image source: Facebook

Now like most people, if you fear the idea of chatbots replacing human jobs then rest assured, we have some good news. Whilst chatbots are in its infancy, there will still be a massive reliance on human engagement and instinctive customer service to adapt quickly to questions and customer service needs for better human experiences. In a paradigm shift, a little story about Esther Crawford who lost her job earlier this year, and instead of letting it beat her down, she turned a negative into a positive and created a resume bot called EstherBot. The bot would automatically connect to recruiters to apply for suitable jobs. It gave recruiters the opportunity to deep dive into Esther’s trueself profile and tap into a world that embraces cultural information to best match to her job interests. Recruiters could also gain the critical information they were after such as education, work experience and references. The great thing about this technology and in particular Esther’s Chatbot is that recruiters at any given time could turn off the bot and speak with her directly.

 

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So the question beckons, will chatbots replace humans? The answers is yes, in most cases. Whilst technology will replace many traditional jobs as the information age starts maturing, there is still a huge element of human interaction required. The best customer service solutions in the short term will come from a combination of human interception and automated conversations. hotel chains such as the Hyatt Group are targeting travellers popping into the city for short stays. In a dash to compete for the ‘Convenience Generation’ against the likes of Airbnb, Hyatt offers on the spot deals through their chatbot services.

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Image source: Hyatt

Just recently, Apple’s favourite manufacturer Foxconn replaced 60% of its workforce with AI Robots. Customer service, entertainment and all those low service customer service jobs that no one want to do will all be automated by chatbots and wherever a physical presence needed, robots. The team Microsoft are investing heavily in the world of A.I. and have developed a chatbot app called ‘Cortana’ which is powered by their Bing software. ‘Cortana’ is aptly named ‘Xiaoice’ for the Chinese market. Everyday, more than 20 million registered users engage with ‘Xiaoice’ who remembers details from their previous conversations and mimics natural speech patterns. It’s constantly learning by scrapping conversations between real people for it’s database form across the entire internet.

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Microsoft’s Cortana Bot. Image source: windowscentral.com

SHOP Future Hub’s latest trend reports here.

 

 

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