The power and potential of today\u2019s chatbots offers a wide array of customer service and technical support opportunities to help scale support delivery capability.<\/p>\n
Chatbot usage is widespread with varying levels of sophistication from basic responses to known issues to interactive diagnostics sessions. When properly implemented chatbots can help resolve some issues or triage more complex issues to direct customers to appropriate technical resources.<\/p>\n
Use basic chatbot interactions to quickly discern which individual or department is best qualified to answer a customer question.<\/p>\n
A simple question such as \u201chow can I help?<\/strong><\/em>\u201d can gather sufficient information to determine if an issue is technical or account\/sales related.<\/p>\n Responses to chatbot questions can be captured with a predefined list of options, or rely on text analysis to parse the customer response to determine the likely customer need.<\/p>\n This type of application is possible with most chatbots out of the box.<\/p>\n Sometimes a customer does not know what help they need.\u00a0 Use of a chatbot can ask probing questions to identify the customer need.<\/p>\n The goal is to figure out what the customer needs, the level of severity of an issue, and then to direct them to the best qualified resource (or tool) to resolve an issue.<\/p>\n A chatbot\u2019s ability to triage can be simple \u2013 distinguish between a Sales or technical issue \u2013 or more complex.<\/p>\n For complex triage applications a chatbot must be able to ask a series of related questions that expose customer needs.\u00a0 This requires more sophisticated technology to follow static decision trees or dynamically ask questions based on text analysis and logic rules.<\/p>\n Simple triage applications can typically be performed \u201cout of the box\u201d while more sophisticated diagnostics require programing and training of the bot.<\/p>\n Use chatbots to resolve customer issues.<\/p>\n This is of course the best possible outcome as it provides a low-cost scalable resource and delivers a quick answer to customer issues.<\/p>\n Providing the answer to a specific question can be straightforward for some issues \u2013 certainly for well documented and common issues.\u00a0 For more complex issues the requirements of a chatbot are far greater.<\/p>\n A chatbot must have the ability to understand the semantics of human language and the ability to draw on knowledge resources to respond \u2013 all possible, but not a typical \u201cout of the box\u201d solution.<\/p>\n Leverage the power and potential of today\u2019s chatbots to scale support delivery capability.<\/p>\n","protected":false},"author":4,"featured_media":251778,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[50,14],"tags":[82,69,92,52,53,79,47,139,37,73,130,90,54,131,57,58,281],"class_list":["post-251777","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-scale","category-technology","tag-ai","tag-automation","tag-best-practice","tag-chat","tag-chatbot","tag-csat","tag-customer-experience","tag-customer-satisfaction","tag-customer-support","tag-cx","tag-dcx","tag-deflection","tag-digital-engagement","tag-digital-experience","tag-self-help","tag-tech-touch","tag-technical-support","post_outcome-deliver-support-effectively","post_outcome-scale-delivery-capability","post_outcome-transform-and-innovate","post_activity-automate","post_activity-issues-resolution","post_activity-self-help-and-automation"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251777","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/comments?post=251777"}],"version-history":[{"count":15,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251777\/revisions"}],"predecessor-version":[{"id":254858,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/posts\/251777\/revisions\/254858"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media\/251778"}],"wp:attachment":[{"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/media?parent=251777"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/categories?post=251777"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servicexrg.com\/wp-json\/wp\/v2\/tags?post=251777"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Triage<\/h2>\n
Resolution<\/h2>\n
Key Considerations for Applying Chatbots to Support<\/h2>\n
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