Richard Farrell CTO at Netcall takes a look at how Artificial Intelligence, machine learning, ChatBots and Robotic Process Automation be harnessed by the public sector for the public good in 5 handy steps
Channels to use including Web assistant
Routing and rescuing - Forrester research
Testing
Phase 2 of build
Contracting
What are your goals
Why and what do you hope to achieve
Routine requests handled- this replaces a contact entirely
Reduce handling time- transactional elements are handled by the bot but the emotional element of the call (and caller) has to be handled by a human, and cannot be handled by a bot
Improve experience- information is uniform because it is given by the bot- ambiguities and accidental misinformation can be avoided
Faster responses- you don’t need to queue for a chatbot
CMS – up to date - is your website ready - do you know the topics you manage on the website – what barriers do you have to an UpToDate website
Understand what people want to know- research what customers really want from your contact centre
Call recordings- this ties in with Liberty Converse- listen to call recordings to see the flow of questions people ask- so not just the individual questions, but the flow of questions
What is transactional?- Make sure you don’t try to answer complex questions with a transactional answer- understand where the line is
CMS – up to date - is your website ready - do you know the topics you manage on the website – what barriers do you have to an UpToDate website
Telephony- expect to use a voice bot- telephony usage is still the most popular channel
Don’t avoid channels because you think they won’t be used- research what channels your customers want to use- for PS or Health there will be a wide demographic
Getting home- make sure your customers can contact you from their mobile phones
Always have an end point being an advisor
Don’t have any redundant steps, on the way to an advisor
Make sure the agent has the info the customer has been asking about
Your customer shouldn’t need to be rescued from your bot! That means you’ve built a bad-bot
‘not made here – very clever people stating from scratch – isn’t it about the outcome
Subscribe your endpoint to Connect’s webhooks and leverage it’s API to build a diverse array of apps that connect your other business systems – from CRMs to marketing automation
Add custom functionality to the Web Assistant home-screen by implementing Connect’s app lifecycle hooks in your own app and render content direct in the Web Assistant interface
Enable your bot to automate tasks by implementing custom bot actions using Connect’s app lifecycle hooks
Focus your chatbot efforts internally.
Chatbots can enhance the performance of your contact center agents and, as employees, those agents make an ideal (and captive) testbed for chatbot programs. This lets you learn how to build a great chatbot before exposing
it to customers.
• Start with simple questions and limited use cases.
Chatbots fail when confronted with complex requests. Begin with easy tasks . . . even things that you could automate through other means, like an interactive voice response system or web form. Password resets, address
changes, and shipment statuses are all examples of simple queries chatbots will excel at.
• Set clear expectations with customers.
Tell them upfront what the chatbot can and cannot do. Make it clear that you have human beings ready to help them if they want it.
Focus your chatbot efforts internally.
Chatbots can enhance the performance of your contact center agents and,
as employees, those agents make an ideal (and captive) testbed for chatbot
programs. This lets you learn how to build a great chatbot before exposing
it to customers.
• Start with simple questions and limited use cases.
Chatbots fail when confronted with complex requests. Begin with easy
tasks . . . even things that you could automate through other means, like an
interactive voice response system or web form. Password resets, address
changes, and shipment statuses are all examples of simple queries
chatbots will excel at.
• Set clear expectations with customers.
Tell them upfront what the chatbot can and cannot do. Make it clear that
you have human beings ready to help them if they want it.