Article | March 20, 2020
Article | March 20, 2020
As the world looks for a way to manage the spread of the coronavirus while getting back to a more familiar way of living, how can apps provide a solution that is both effective and respects the privacy of all citizens?It seems that no other app has attracted so much attention over the past weeks as the coronavirus app, described as a powerful tool to curb the spread of COVID-19 so we can go back to normal life.
Article | March 20, 2020
We have all heard about the success of the BMW flying car. It is appalling to see how things possible only in imagination and movies are now a reality. However, the actual utilization of a flying car is one or two decades away, but some things have accelerated from being imaginative to being a reality. Some examples are robots, automation, chatbots, digital payments, cloud servers, cryptocurrencies, etc., to name a few.
These digital business trends have revolutionized the world that we live in. Every little thing involves technology and digitization. As a result, the business of every sector needs to digitize itself for sustainability. The business which does not involve technology will be extinct sooner or later.
The Covid-19 pandemic has increased the need for digital transformation. The trends in digital transformation that were to be evolved in the coming years have already been implemented.
It has been almost two years since the pandemic hit us. And thanks to the massive vaccination rollout, the world is slowly getting back to the new normal. And digital transformation plays the most significant role in this evolution.
What is Digital Transformation?
Digital transformation is incorporating technology to ease your work. It is implemented to deliver results, increase employee engagement and enhance customer experience.
Digital transformation has been a trend since the typewriter took over handwriting. It has evolved tremendously since then. Digital transformation strategies have led to the much-awaited industrial revolution. It was revolutionizing the sectors at its own pace, but the pandemic accelerated it.
Incorporating digital transformation trends is a necessity for businesses to sustain and succeed. There is a huge impact created by digital transformation trends in the past years. Now, let us look at the digital transformation predictions that will impact the work culture in 2022.
Digital Transformation Trends of 2022
Improved Connectivity (5G)
The pandemic has fueled the telecommunication industry to accelerate the implementation of 5G. With the increase in remote working, virtual meetings, collaborative software, IoT, and anything that requires the internet, speed and bandwidth are paramount. This has led to the evolution of the 5G trend.
By 2022 all major phone companies will have produced compatible handsets and affordable packages to make the world 5G ready!
AI is already being implemented for core business processes. It is utilized mainly in processes, strategies, and many operations of various sectors. AI has made it possible for machines and humans to work collaboratively. As a result, it has opened doors to endless possibilities.
According to a survey by net solutions, 57.7% of the healthcare sector are planning to implement AI for their day-to-day operations.
Believe it or not, machines have become an integral part of our life. IoT has made it possible for machines to read our bodies and minds, from waking us up to monitoring our health and daily activities. Then they sync the data with other devices to give us accurate results.
But IoT has achieved more than we could imagine. For example, sensors have made it possible to operate machinery on construction sites with remote human assistance. As a result, IoT is changing the world that we live in by 2022.
There is a fantastic fact that the companies with the best security system have an employee retention rate of 84%. This proves that security has so many unseen benefits.
The evolution of digital trends is directly proportional to the threats to the systems. It is a fact that the more technology advances, the more vulnerable the systems become.
But this is taken care of. All sectors have highly prioritized cybersecurity. As a result, immensely talented people are employed for this job. Moreover, the integration of Blockchain, Big Data, cloud servers has led to the surge of more secure systems.
Thus, by 2022 systems will be highly secured, and cybersecurity job trends will also be on the rise.
Benefits of Digital Transformation
As we say, again and again, digital transformation is the need of the hour. Incorporating digital trends leads to more resilient operations and end-to-end process automation while reducing complexity.
The significant benefits of embracing digital trends are
Improved customer experience
Increase in productivity and ROI
Elevating profits and reduce in frictions
Resilient supply chain
Efficient work culture and leadership
The need of businesses in 2022 is to be automated and autonomous. Hence it is essential to embark on the digital journey and build digital transformation roadmaps. Thus, the above digital transformation trends are sure to leverage technology, solve problems and make life easier.
Frequently Asked Questions
What are the top three trends of digital transformation?
The top three trends of digital transformation are:
Is digital information the way to go in 2022?
Yes. Digital information is a trend that will surge by leaps and bounds by 2022. We have entered the digital era, and technology has paved new ways for working. Thus, digitalization is the only medium for survival in the present and future.
How to track digital transformation?
There are various ways to determine digital transformation. Some of them are:
Team Participation and Engagement
Investment vs. ROI
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Article | March 20, 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.