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 1, 2020
After realizing the potential to affect change while studying systems engineering at the University of Virginia, Brigitte Hoyer Gosselink began her journey to discover how technology might have a scalable impact on the world. Gosselink worked within international development and later did strategy consulting for nonprofits before joining Google.org, where she is focused on increasing social impact and environmental sustainability work at innovative nonprofits. We talked to her about her efforts as head of product impact to bring emerging technology to organizations that serve humanity and the environment.
Article | July 1, 2020
Qualcomm Technologies is transforming industries, business models, and experiences with our IoT solutions. We’re connecting unconnected things, and in doing so, we’re helping reimagine how the world works, plays, and lives. Our robust technologies support existing and new industries with the power of our 4G and 5G computing and connectivity solutions. Today we launched a family of chipsets to address the digital transformation across industries — one highlight being the Qualcomm QCS8250, our most powerful IoT chipset yet.
Article | July 1, 2020
The content market industry is growing rapidly. The US spent almost $10 billion on content in 2016. And with the merge of technology and content, this figure has multiplied several times. As a result, humans can concentrate on creativity while machines assist them in beautifying their work.
The machines that we are going to talk about are AI-driven content marketing platforms for content creation, curation, and distribution. We will also let you know whether the world of writers is going to be extinguished or not!
Content creation needs to be unique. There are numerous articles, blogs, listicles, etc., written on the same topic. So what do you need to do to make your content stand out? You might be thinking of SEO, personalization, target audience, and error-free content. But when all this is carried out manually, it turns out to be a daunting task.
What if we tell you that the AI industry has revolutionized the content sector. Machines assist in content creation, curation, personalization, prediction, SEO analysis, keyword search, and everything you can think of.
What is AI Content Creation?
More than 2.5 quintillion bytes of data are created every day! Imagine the uniqueness your content needs to define to stay ahead in the race. The competition is unbelievable! This is where AI and automation meet content marketing.
AI content creation helps to create, polish, personalize, distribute, and market user-centric content. AI uses predictive analysis, natural language process (NLP), natural language generation (NLG), and business intelligence to understand a buyer’s journey.
AI helps in creating an efficient content strategy for the writers. It also assists them in using the right keywords and publishing on the right platforms. Moreover, content that is checked by the AI content creation algorithm has the least or no possibilities of errors.
Below are the benefits of AI content creation and how it plays a significant role in shaping the future of content writing.
Benefits of AI content creation
Predictive Intelligence is predicting the customer’s behavior and serving them precisely what they are looking for. It also helps the buyer to navigate to the things exclusive based on their browsing patterns.
For example, if a customer is looking for casual shoes and has put the chosen ones in the cart, the AI-powered algorithm will suggest some socks to go with the shoes. The algorithm is designed so that based on the shoe size, color, and brand, it suggests the best pair of socks!
And when this role is played in content creation, predictive intelligence suggests words, sentences, synonyms to create excellent content.
When you have a process that foretells you the buyer’s journey, it becomes easy to create personalized content and yield the best results.
A study has proved that 90% of the customers get converted based on personalized AI content. AI-driven content marketing tools help gather all the customer's activity online and then give them the relevant suggestions.
AI content creation tools compare your content with the competitor’s content and your previous works and performances. Based on that, it predicts the content to be framed. Finally, it recommends words and phrases to frame innovative, data-driven content.
AI content creation helps in increasing your brand value and reach your target audience effortlessly.
Chatbots for Customer Service
Chatbots as customer service representatives are immensely successful. Chatbots are like a virtual friend that meets the customer. They not only provide information but also interact with the customers for fun.
Chatbots are trained to have a conversation just like humans. They ask about feelings and then have a one-to-one conversation about ways to feel better.
For example, when a chatbot is used to book a test drive for a car, it notes the personal details and saves the date for the concerned person and the customer on the calendar. That is pretty much robotic. But in the end, it tells you to have a pleasant drive and not to forget to wear your seatbelt! This is where it connects with the customer.
Thus, chatbots can help promote content, navigate customers to the correct pages, and are more likely to fulfill the conversion goal.
Examples of AI Content Creation Applications
Twinword is one of the examples of AI-powered keyword research tools. It speeds up the keyword research process and provides the most curated list of LSI, long-tail, short-tail keywords. It understands the customer’s intent and provides you with the target keywords.
It is one of the Automated AI Content tools used to write articles, blogs, and other relevant content. It has been said to deliver content with the most competitive keywords and a proper understanding of the industry dynamics. In addition, it creates high-quality content which is almost 90% unique.
The AI-powered tool does more than grammar checks. It checks your article's tone and gives you options to improve or change words, sentences, length, etc., according to the audience. It frames sentences, gives synonyms, and also creates your writing graph. It shows how your writing has evolved with time and keeps on assisting to improve your writing. This is one AI tool that has been widely used by writers and is a proven success.
This tool analyses your content and makes it ready for the competitive market. It minutely analyses your content for SEO and content research and gives appropriate suggestions for keywords and content optimization. It also has a keen eye on keyword intensity. Thus, it is the best tool to automate content marketing and keep you ahead of the race!
This tool provides excellent AI Content and User Experiences across multiple platforms. It tracks the buyer’s journey, analyses the user’s behavior on your website, and then automates a personalized experience for the customer. In addition, it generates e-mails and newsletters for the customers for an enriched experience. All the content generation is very personalized and connects readily with the target audience!
These are some of the content creation services for optimization, creation, and keyword research. But there is a plethora of AI in content marketing and automated tools for content creation to choose from!
Will AI replace human writers?
No. AI content creation is still in the infancy phase. It can create newsletters, small articles, or emails but not valuable content like humans. However, there are AI content creation tools that are said to write almost 800 articles in a year. So if you are looking only at content generation, then yes, AI performs a better job than humans.
But can machines feel and express the emotions that humans do? No matter how many trillions of words they have fed themselves, expressing emotions with the right words is still a human thing. Likewise, there are stats to prove that humans tend to take action when they feel emotionally connected. And we all know machines are practical beings!
So as long as humans are social and emotional, there is no way that AI and automation can replace writers now or in the long run. It can assist humans in writing better quality, personalized and well-researched content, but never replace them.
If you still have second doubts, think, did the invention of smartphones with excellent cameras, photo studios, or design studio apps like Adobe photoshop replace photographers?
So relax, use AI and automation to minimize your efforts, gather data, and give you a piece of structured and well-researched content. Then use your creativity skills and enhance them by giving the human touch because that is what only a human brain can do!
Frequently Asked Questions
What is AI in content creation?
AI is automated Insights in content creation. It helps optimize the written content according to the target audience. It uses Natural Language Generation (NLG) to create content and narratives. In addition, it can automate repetitive tasks. Once AI creates the content, a human writer can enhance and personalize it accordingly.
How does AI help in content creation?
AI provides an in-depth analysis of the content, website, and target audience. Based on this research, creates and suggests changes in the content. This in-depth research of AI helps deliver valuable and personalized content to the target audience with the right set of keywords.
How do you automate content creation?
Content creation can be automated with the use of automation tools. These tools recommend the topic, keyword, and tone of the article to be written. In addition, they assist the writer with the correct grammar, synonyms, and keyword predictions. If it is a technical article, the automated tool can write the entire article with no errors. Examples of such tools are Articoolo, Grammarly, Onespot, etc.
"name": "What is AI in content creation?",
"text": "AI is automated Insights in content creation. It helps optimize the written content according to the target audience. It uses Natural Language Generation (NLG) to create content and narratives. In addition, it can automate repetitive tasks. Once AI creates the content, a human writer can enhance and personalize it accordingly."
"name": "How does AI help in content creation?",
"text": "AI provides an in-depth analysis of the content, website, and target audience. Based on this research, creates and suggests changes in the content. This in-depth research of AI helps deliver valuable and personalized content to the target audience with the right set of keywords."
"name": "How do you automate content creation?",
"text": "Content creation can be automated with the use of automation tools. These tools recommend the topic, keyword, and tone of the article to be written. In addition, they assist the writer with the correct grammar, synonyms, and keyword predictions. If it is a technical article, the automated tool can write the entire article with no errors. Examples of such tools are Articoolo, Grammarly, Onespot, etc."