The success of service bots, so popular in recent years, is not determined solely by their technological capability. Robots are efficient in automating processes and in the agility they provide to companies in various sectors, but it is human skill that ensures a more complete and decisive experience for the consumer, argues the Data Director of NeoAssist, William Dantas.
“Bots enable agile customer service and are capable of interpreting anything from basic requests to more complex demands, depending on their level of development. They can provide instant responses and reduce waiting time. But this only happens because the technology is able to learn from interactions between people; it is also clear that, at times, human interaction is essential for resolving a case,” explains the Director.
By automating basic queries, operators can focus on more complex demands, promoting a resolution-focused service. “So instead of creating distance, bots are actually an opportunity to facilitate and personalize customer service more quickly. The role of the operator in this case is even more crucial, as it becomes less operational and much more strategic,” he continues.
However, successful automation requires a robust system in the background. Using an omnichannel platform is also crucial to integrate communication channels, allowing the company to have a unified and global view of each user’s history, enabling them to find the appropriate solution regardless of the channel chosen by the consumer.
“Our motto is to be present wherever the customer chooses, offering the best service. Having technology as an ally at this moment allows us to expand the range of contact points while maintaining the quality standard,” says William. At a later stage, defining service metrics helps identify the situation of each service and what is needed to improve them.
Finally, William affirms that continuous training of teams is essential to ensure this quality standard. “Empathy, proactivity, and the ability to deal with complex situations are critical factors that add to the intelligent use of technology. Therefore, empowering the operators, reducing bureaucracy, and improving metrics such as Average Handling Time (AHT) and First Call Resolution directly impact customer satisfaction,” concludes Dantas.
