Nordic Game partner TELUS International looks at the advantages of chatbot technology:
Research analyst Gartner predicts that by 2021, 25 per cent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology.
Our two cents: Automation makes absolute sense in answering frequently asked questions – keywords are predictable and repetitive.
When it comes to improving customer service delivery, automated technology is fast becoming an indispensable business tool. Among other things, it can scale your customer service output, reduce support team’s workload and increase performance by allowing your frontline to focus on the queries that require their attention the most.
As a customer experience innovator that designs, builds and delivers next-gen digital solutions for global and disruptive brands, our team of experts at TELUS International can assess your specific business needs and map out the most effective and efficient bot program for your brand.
Our centers are also equipped to deliver “robot care” and assist players with a smooth help experience.
Our observations in working with our games partners:
• Chatbots are probably the fastest growing AI-powered automation technology nowadays
• Interactive Bots/ Intelligent assistants/virtual assistants
• Natural language processing (NLP) is more of a technology use case than a solution – it is embedded in solutions, such as chat platforms
• NLP enables interactions between computers and human (natural) languages, computers to process and analyze large amounts of natural language data