Sci-fi in the 1960s dreamed up future technology that could make our lives better. To aid parents in housework and babysitting, “The Jetsons” brought forward a smart robotic maid, Rosie, to the rescue. Optimistic technology predictions characterized sophisticated, humanlike bots, like Data in “Star Trek,” capable of commanding the Starship Enterprise by day and parenting an adopted cat by night.
Looking toward what could be possible with wonder and curiosity, sci-fi inspired inventors have since brought forward the self-driving cars and wearable two-way communicators that yesterday could only imagine. We live in a world where “Rosie” came to life as a common household smart robot vacuum cleaner. And although they’re not in human clothes, we have bot assistants keeping our “ships” on track just ask Siri or Alexa.
The robots are no longer coming; they’re already here.
And although deploying the technology of everyday chatbots can seem intimidating for your contact center agents and customers, bots are great news. The use of chatbots and virtual agents have seen significant growth already as the technology consistently advances. In 2020, the interest in deploying them skyrocketed as call volumes soared while people were staying home more and going out less. As a result, contact center leaders turned to chatbots to help their customers and agents. Not only is chat and
chatbot customer service accessible for even small businesses, customers expect them.
59% of customers prefer to resolve their issues without contacting a customer service rep. But only 13% of customers are successfully contained within self-service, because their problem resolution journey breaks down.1
If you’re unsure of where to start, this guide will walk you through the basics around what chatbots can do, how they work, and how to ensure a seamless customer experience.
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