Article | July 1, 2020
Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.)
However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries. It simply cannot answer the infinite number of questions a human may throw at it. The technology is simply not there yet, and it may never truly get there. But perhaps more importantly, brands shouldn’t want a bot to manage every customer query.
A bot working independently of human involvement won’t always deliver the best results for customer or agent. It’s the combination of chatbots and human agents that takes customer service to new heights. What you need is a smart and efficient way of translating your organization’s unique customer service philosophy into appropriate action so that every question is met with an answer in the best way possible – whether that be by bot, human agent, or a blend of both.
To deliver this, you have to pay attention to the who, what, when, and where of customer engagement. You need to know who your highest-value customers are so you can always route them to a human agent, for example. You need to know what they need help with so a simple question can be managed by a bot. And the list goes on.
Here’s why humans need chatbots, and chatbots need humans – and how you can achieve this perfect balance to deliver support that will exceed customer expectations and generate substantial ROI.
Why humans need chatbots
There’s no doubt that supplementing customer-facing roles with automation can yield fantastic results. The launch of McDonald’s self-serve kiosks is a great example of this. By giving customers the option of ordering their meal through a kiosk, or through a cashier, McDonald’s demonstrates the success you can achieve by combining automation with human. Here are just some of the benefits it brought to the customer and employee experience:
1. Automating large portions of simple queries so workers have more time to focus on other, more complex tasks
2. Reducing monotonous, repetitive queries to improve employee experience
3. Catering to customer preferences – choose quick automated service or deeper human engagement
4. Reducing queue times, in turn improving customer experience
5. Lessening the opportunity for human error
6. Generating ROI by reducing staff numbers
These results almost identically mirror the benefits that intelligent chatbots can provide customer service teams. By implementing a bot, a large portion of frontline support can be automatically managed by the bot which:
1. Gives agents more time to handle complex questions
2. Reduces the monotony of answering repetitive questions
3. Allows customer to choose between chatting to a bot or an agent
4. Reduces wait time and queue length (through bot’s ability to handle infinite simultaneous conversations), in turn improving customer satisfaction through quicker resolution
5. Eliminates human error in data entry
6. Generates substantial ROI through lower service costs
See how closely those benefits match?
Recommended reading: Chatbot ROI Calculator
Why chatbots need humans
The relationship between bots and humans isn’t a one-way street. While agents need bots to provide more effective and efficient support, bots need agents to provide the personal, ‘human’ touch that many situations call for. In our latest 2020 Live Chat Benchmark Report, we found that chatbots handle 68.9% of their chats from start to finish – although an impressive stat, it still shows that many queries require an agent’s touch.
Recommended reading – 2020 Live Chat Benchmark Report
There are always going to be situations that call for human assistance: canceling a subscription, reporting a lost or stolen credit card, or registering a serious complaint. Or maybe the topic is sensitive, and your customer would feel more comfortable explaining their situation to an agent. Similarly, some (though increasingly less: stat?) people are still wary or reluctant to communicate with bots and prefer to only speak with a live agent. To cater to these customer preferences, it’s vital that these customers can be routed past or transferred from your chatbot to human agent without effort and without having to repeat themselves.
It’s important to note however, that transferring from bot to agent isn’t always just in the interest of the customer – it can often benefit the customer service team too. This is because not all queries are equal. For example, if a customer reaches out asking about a bank’s opening times, this can be easily managed by a bot. However, when the same customer asks about a loan, this high-value interaction may dictate that – according to your unique customer service view – a human agent takes over immediately to ensure the customer receives the best experience and you close the deal as quickly and effortlessly as possible. If your chatbot can’t do this, turn it off and find a chatbot that can (we can help with that).
How to create the perfect chatbot – human (agent) balance
To begin creating the right balance between chatbot and human, you need a bot that’s widely accessible to today’s digital-first consumers; your bot needs to be where they are, wherever they are. Comm100’s AI Chatbot can serve customers on web, in-app, Facebook, Twitter, WeChat, WhatsApp for Business, and SMS. You also don’t need to build separate chatbots for each channel. Simply select the channels you want your bot to be available on (hint: all of them!) and you’re off.
Although your customers will know they are speaking to a bot (and you should make this clear to them to set expectations), you need a bot that understands natural human language. Comm100’s AI Chatbot harnesses the world’s most advanced NLP engine so that it can understand your customers’ goals and provide the answers they’re looking for. Better still, add a large range of off-the-shelf integrations to this, and the Comm100 bot can begin performing actions on behalf of your customers – from tracking an order and paying a bill, to booking a flight.
By resolving a large portion of your frontline customer service questions, your agents will have more time to focus on higher-value queries and customers that matter most to your bottom line.
Recommending reading: Comm100 Chatbot Resolves 91% of Assigned Live Chats for Tangerine
As we’ve discussed earlier, there will be times when you or a customer would rather connect with an agent than a bot. It’s crucial that your bot offers this flexibility.
Firstly, your bot should be able to give the customer the option to speak to an agent at any time. Eighty-six percent of consumers believe they should always have the option to transfer to a live agent when dealing with a chatbot. You can easily set this option up within the Comm100 AI Chatbot.
Next, you need a bot that can automatically identify the conversations that you want an agent to manage. This requires training your bot on the topics – ‘intents’, in bot lingo – that your customers will bring up. If there are specific intents that are of high value to you, you can tag them so when a customer mentions it, the bot recognizes it and automatically transfers the chat to the appropriate agent or department. The bot can also be trained to notify an agent or escalate the conversation when asked a question it can’t answer or if a visitor is clearly frustrated. As a failsafe, your agents should also be able to monitor bot conversations and take them over in these situations.
Chatbots will never replace whole customer service teams, and nor should they. The ‘human touch’ is still essential to customer support, and we are a long way off until this changes. However, if implemented intelligently, bots can resolve a great portion of customer queries without any human involvement, allowing team sizes to reduce, or remain the same in the face of increased support volume.
Take Tangerine, an Australian telecom company, for example. They experienced rapid growth, which in turn produced a surge in chat requests. By implementing Comm100’s AI Chatbot, up to 91% of assigned live chats were resolved by the bot without any agent involvement. As a result, Tangerine could manage the increase in chat volume without hiring and training more agents. And when high-value customers reached out, their agents were free to provide them with the best experience.
Article | July 27, 2020
As the world continues to cope with the new normal due to COVID-19, many educational institutions are faced with numerous questions about the start of the new school year. Fall 2020 will bring the first-ever start of a distance-learning year at some primary and secondary schools and universities, while others will offer blended options to their students. Remote learning will be integrated to some extent in all educational institutions.
Article | December 8, 2020
This article explores why AI is the highest ROI opportunity.
How revolutionary the technology is as Artificial Intelligence (AI) progresses with each passing day, its implementations are massive and almost every magazine and report has covered it. However, explaining its particular facets and how AI and its subsets of Machine Learning and Deep Learning can transform the way we view life has become imperative.
Both businesses are or will be implementing AI in one way or another, the future of the corporate world. Investing in the right AI will deliver a really high ROI if you know what you’re doing.
Entrepreneurs have nothing to do without their senses and the need for testing. Fortunately, the early stage of AI presents financial investors with a more advanced and profitable strategy and provides valuable strategic perspectives when building a new company.
And small companies now generate reliable data from basic market fluctuations in stock to corporate announcements, and this is just the beginning. It is very difficult to select the important one when transmitting data. What do you intend to invest as a long-term investor? Any finance analysts have worked out how to deal with crucial data over time. At that point, they have stable tools that complement their portfolio of investments.
AI can assess how early-stage start-ups perform for investors and capture the start-up opportunity for success by forecasting sales growth, market size, business expertise over all variables. It will evaluate the details in order to see if the statistics will actually make improvements. This means that investment-worthy startups can afford to start raising funds.
Most investors use AI to make important investment choices. By integrating algorithms, data mining, and language processing, AI can create relationships and models to render proposals based on investor bends. As AI continuously absorbs new data, it will grow as it analyses new information and eventually becomes reliable and far-reaching.
MotherBrain, the Machine Learning system developed by EQT Ventures to classify potential start-ups, applies its algorithm to historical data so as to potentially distinguish investment applicants. The platform uses details such as financial statistics, site rankings, device placement, and social media features that most businesses can physically test and evaluate. Surprisingly, if the invention of Motherbrain has already been accessed as it comes to seed and angel finance for businesses.
Small investors, including angel investors, can also leverage the expertise and services accessible exclusively to historically significant firms. Another real downside for venture capitalists and angel investors is seeking pleasant investment targets before. This is a consistently strong and travel-intensive challenge. However, Machine Learning and Predictive Analytics are starting to shift the strategy.
For other users, there are goods, such as Allegro, an intellectual algorithmic investment focused on AI that is absolutely free from human prejudice. This is a great investing product, but when the market is low on the promise, turn to an equity fund and a debt fund when the market is strong, meaning that the investments are safe.
Indeed, finance managers who are compliant with the implications of the industry are often in a tough position where erroneous data exist or where market flaws occur. These defects may be rumors, financial theft, or innocent relationship slip-ups. Owing to the fact that financial markets are in touch with a constant flow of data, the vulnerability or interruption in the flow appears to be worse than the bad news.
So, what is restricting the implementation of AI in conventional businesses following the pattern of hedge funds? The most important problems arise from massive financial and human capital investment.
Probably the most commonly known inhibitor is the scarcity of available talent pools. As another field, there is a pool of detainees with expertise and experience in the field. The same happens to data scientists and AI practitioners, who usually expect a summary of observations into critical company behavior and goals. Pesa reports that more than 10,000 AI vacancies are available in the United States alone.
Apart from a lack of expertise, investment companies need to respond to the priorities and desires of this unique pool of potential that binds the world of academics, academics, and Ph.D. students. Many of these people do not partake in conventional investing jobs and are motivated by capital and financial security. This talent pool is very common and involves their preference. Instead, investment firms need to build a situation where talent demands are fulfilled, placing a high premium on having a positive impression, taking a shot, and seeking game-changing growth.
When it comes to worrying about money, investors are still trusting in the person behind the idea. This leaves a lot of space for personal inclination and emotional misconduct. Emotional investment is at stake. AI is balancing this out. AI helps investors to rely more easily on research and statistics. We can not empty our current senses, however, we can use AI to circumvent our existence.
The growth estimated for AI is huge and shows that it will rise by billions in the coming years. AI may be much larger, analysts say that this sector would rise 30 percent annually. AI has tremendous potential because it can go from engineering to tech in any field and can affect everything in between.
Applications of AI are massive and it would not be possible to show only a few facets of it. But if you are an entrepreneur and you have a particular interest in getting to know the industry, then you can look at and evaluate it properly. Opportunities are massive, and technology is just going to grow because the world economies have been struck by a pandemic, one area that has exploded is technology.
Article | July 8, 2021
A successful event pays for all the hard work done by the company and the event management team. But along with excellent attendance, more things cater to the success of the event. The audience needs to have a memorable experience and zero hassles throughout the event.
The technology used in the event enhances its experience. Therefore, technology trends in event management play a vital role in the success of any event, plus it also makes the process of event organization relatively smooth and orderly.
Events are no longer just a gathering of people, presentations, speeches, or visuals of entertainment. Instead, there are more of an intriguing and personal experience. Event technology trends have changed the face of events for the audience as well as the organizers. For example, bar codes have replaced paper tickets to mark entry at events. This is a petite example of the use of technology.
AI, RFID, automation, gamification, wearables, project mapping, etc., are some of the event technology trends that have amplified the present event experiences. Let us look at the five major event technology trends in 2021.
Event Technology Trends
Facial recognition is a prominent security feature that Apple has used. It is a success in identifying the phone owner by intimately studying the iris and facial features.
This technology trend is widely used in events and is quite a breakthrough. A scanner is placed at the event gate, wherein the faces are identified for entry access. This experience can further be personalized by generating voice notes with the person’s name. The bottleneck of crowding at the entry is avoided with the use of this trend.
There are endless possibilities that this AI feature can offer. In the upcoming world, it is necessary to adapt to contactless techniques. Hence, facial recognition is undoubtedly going to gain momentum as a smooth and faster check-in method.
AR and VR
Artificial Reality (AR) and VR (Virtual Reality) have become prominent in marketing ideas. As a result, these event technology trends will play a prominent role in enhancing an event experience.
An AR and VR can provide the attendees with a plethora of experiences. Despite being confined to their homes, the audience can virtually visit the event area and have a 360-degree exposure. With the application of augmented reality technology for an event, you can wow your audiences by crafting stories in an entertaining way. This way of storytelling will make sure that your audience listens and experiences the account.
E3 held its conference by totally adopting AR and VR technology. This conference was a hit as it provided the attendees with a real-time view of the virtual reality world that E3 was promoting.
Event technology trends are evolving by leaps and bounds. Event automation is making it possible to plan an event and execute it with minimum manpower-handling and resources. This enhances the event experience and guarantees minimal errors. From designing the venue in 3D to contactless entries, from personalized experience to tracking behavioral patterns, everything is made possible through this event planning technology.
With the emerge of 5G, event experiences will be mesmerizing and involving. AR, VR, live streaming, chatbots will be seamlessly integrated and automated with the event's theme. Skipping the manual labor and shifting to automation provide incredible ROI and attendee experience. In addition, implementing 5G will assure that there are no event technology issues from planning to execution of the event.
Apple, Google, and Facebook have already proved the success of live streaming events. As a result, live streaming an event has become a necessity in the Covid-19 world.
This technology has various benefits. With the implementation of live streaming, a person can attend the event despite different geographical locations (which helps in attaining a global footprint). In addition, online streaming is more engaging and increases the chances of the person attending your events physically.
Live streaming should be available on physical venues. If the event is spread out in a larger place, the audience can attend their favorite event by live streaming. The audience will not miss the session even if they are far from that particular area. This makes the event a grand success.
Live streaming technology in the hybrid event creates a scenario that enables all the interested people to come together and enjoy the event. Although, hybrid events are not a trend, they are the future! Also, live streaming is the ideal solution for events with a tighter budget.
Gamified events see a 44% increase in audience engagement. Gamification is the best way to make the event interactive for the attendees. You can gain a lot of information when the attendees make their choices in the interactive games. This data-gathering process will help you in making your events more personalized for the future.
Rewards, coupons, and free food can be used as motivators for the attendees. Make your event unimaginably successful by organizing quizzes, treasure hunts, and some games relating to your brand.
All you have to do is set up a gamification corner or ask to download the app for a pleasing experience.
The Advantages of Incorporating Event Technology Trends
● It’s safe.
You have access to every place and person who is a part of your event. So, you can keep a lookout for any odd behaviors happening at the event.
● Enhanced guest experience
Your guests will have a magnificent experience as there are easy check-ins, attendance from anywhere, interactive games, personalization, and much more.
If you embrace the events technology trends today, you will be way ahead of the curve. Your audience will be awaiting your events online and offline. Embracing technology trends promises the best outputs and gains for the organizer and the attendees.
Adapting the latest event technology trends is sure to keep your audiences hooked to your brand. Project management tools, AI, and chatbots are meant for personalization of the events and make the task of event organizing simple. Check out all the various event technology, digital tools, and software available for event organization and keep yourself ahead of the race.
Educate yourself about which event technology ideas are the best for your conference, meeting, or event and implement them accordingly. Apart from giving your audience an event to remember, you will find yourself saving a lot of time that goes into event planning.
The pandemic has proved very challenging for the event industry. Thus, the above five event technology trends can be used to streamline the event planning processes.
After all, increasing the attendance, providing a pleasing experience, and building brand awareness are all that is needed for the success of an event!
Frequently Asked Questions
How is the technology used during an event?
Event organizers use technology to study the behavior of the attendees, collect data based on their actions, and then provide them with the best user experience. AI, chatbots, live streaming, and gamification are examples of technologies used during an event.
How is technology changing the events industry?
The use of technology in event planning has led to more personalization. The real-time data used to enhance the audience experience is a commendable use of technology. Technology has led to an increase in audience attendance and a remarkable decrease in the costs of organizing an event.
What are Event technology tools?
AR, VR, AI, Chatbots, Event Automation, Event Mobile Apps, and all the technology used in an event are event technology tools. In addition, there are tools available to manage an event right from planning, execution to asking for feedback.
"name": "How is the technology used during an event?",
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"name": "How is technology changing the events industry?",
"text": "The use of technology in event planning has led to more personalization. The real-time data used to enhance the audience experience is a commendable use of technology. Technology has led to an increase in audience attendance and a remarkable decrease in the costs of organizing an event."
"name": "What are Event technology tools?",
"text": "AR, VR, AI, Chatbots, Event Automation, Event Mobile Apps, and all the technology used in an event are event technology tools. In addition, there are tools available to manage an event right from planning, execution to asking for feedback."