Saturday, 9 July 2016

Will Bots Be New Customer Service Agents?

If you're a reader in 2020 then this post might be redundant for you.

If not, then go on.. read this post to know how bots might make take over as new service agents and replace humans employed in various job functions.

Bot fever is taking over the world eg. Apple Siri, Microsoft's Cortana, Amazon's Alexa bot, Facebook’s artificially intelligent smartphone assistant M, mobile app such as Haptik etc. They're becoming more than simple personal assistants. Springbot in Facebook messenger, a shopping concierge bot that provides tailored shopping options to your price range. 

Bot's aren't limited to social media, they're also find a place in multinational companies as well. RBS, for instance, will deploy a virtual assistant called Luvo to deal with day-to-day customer problems from lost or stolen bank cards to forgotten pin numbers. American fast food chain Taco Bell announced the TacoBot, which you can text via the Slack messaging app. You can order Domino’s pizza through Amazon’s AI assistant Echo and multinationals like Unilever and BMW use a simple Q&A bot that can answer any question a customer services employee would.  

But the bigger question is can they match the human experience?

Imagine you say - I would like to buy a thin crust Domino's vegetable extravaganza & within 5 minutes you've a drone with your pizza & a message that the amount is deducted from your online wallet.

Checkout Amazon Echo video:


(Amazon Echo is designed around your voice. Hands-free and always on, Echo connects to Alexa, a cloud-based voice service, to instantly provide information, answer questions, play music, read the news, check sports scores or the weather, and even explain what a snack stadium is.)

Watch out! the future is coming.

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