234: Tips for Customer Service Bots

Are you using customer service bots? So much can go wrong! With Adam and Jeannie to help, you can use them to save time AND deliver better experiences. Customer service bots create customer service nots! If you’ve been a regular listener, then you know that Artificial Intelligence (AI) is here to stay. (Check the related content below to catch up!) One way AI has already entered our daily lives is through customer service bots, or chatbots. Though they’ve recently made some great leaps and actually become helpful, these bots are still designed to merely assist humans, not replace them. Are you still in there someplace? “If the bot can’t get it done or is going down the wrong path, that can get very frustrating very quickly…” - Jeannie Walters We’re decades, if not centuries away from creating bots that can take over completely and still consistently deliver great experiences on the personal level... So what do we need to know before we put one of these in front of our customers? Brands like The Cosmopolitan and Capital One have found brilliant ways to leverage this technology for better, faster, and more personalized customer service- without making it difficult to solve more complex problems or contact a real live person. So can you! “Make sure your bot has a little personality and fits with your brand.” -Adam Toporek Today, Adam and Jeannie are sharing great examples from these brands along with pro tips to help you use bots wisely. Why not leverage the power of bots to not just lighten your load, but also raise the bar on your ideal customer experience? Listen in, human! Related Content 360Connext® post, #SXSW: Emerging AI with a Focus on Greater Experiences Customers That Stick® post, Communication: The Most Important Skill in Customer Service Episode 222: 179: (Tip) Staffing Automated Customer Service Episode 174: Robert Scoble, Augmented Reality and the Fourth Transformation We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices