TECHNOLOGY
“ THERE IS HIGH POTENTIAL FOR AUTOMATING THESE TYPES OF QUESTIONS WITH CHATBOTS THAT CAN UNDERSTAND THE QUERY , LOOK UP THE INFORMATION IN A KNOWLEDGE BASE , AND PROVIDE THE RIGHT ANSWER QUICKLY ”
MATTHIAS GOEHLER CTO EMEA , ZENDESK
disadvantage . “ As companies start using technology more , we – as customers in B2B or B2C environments – understand technology better and want more personalised engagement ,” he notes . Here , chatbots offer an elegant solution for handling simple , repetitive queries such as ‘ Where ’ s my bill ? Where ’ s my delivery ? I want to return an item .’
“ There is high potential for automating these types of questions with chatbots that can understand the query , look up the information in a knowledge base , and provide the right answer quickly ,” Matthias explains . “ This matches the customer ’ s desire for a fast , correct , personalised response on the first interaction .” He cites examples of Zendesk customers seeing “ up to 30 % cost savings by automating these simple queries ” and increased customer satisfaction scores .
However , Matthias cautions that businesses must manage risks associated with chatbot implementation . “ You need to ensure the technology can achieve the desired outcome , provide accurate information to customers , understand intent correctly , and give the right answer without bias ,” he warns . “ We ’ ve seen cases where this hasn ’ t happened properly , leading to lawsuits . But if you manage these risks , we believe there is a huge business potential .”
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