By Philip Chuck, Territory General Manager, Greater China
Effortless, Accurate, Seamless, Effective. When it comes to customer service, this is what customers expect. Yet putting the right technology, process and people in place to delight customers presents challenges for companies. This sparked insightful discussions during the 2017 Hong Kong Call Centre Association (HKCCA) International Symposium on 28 April.
One hot topic was the growth of conversational systems – chatbots and virtual assistants – in Asia Pacific. Creative Virtual Founder & CEO, Chris Ezekiel, addressed this in his presentation titled Taking Your Contact Centre into the Future with EASE. He talked about the changes contact centres need to make to meet customer expectations, including best practices for bringing together chatbots and virtual agents with live chat. He shared live examples of virtual assistants in action and demonstrated how a combination of virtual and real support can benefit both customers and contact centres.
His presentation received a positive response from Symposium attendees. In the region we were seeing the change to self-service happening separately from the contact centre which was creating new challenges for companies. Now contact centre professionals are coming to understand that virtual assistants can work together with contact centre agents. They are seeing the benefits of including these conversational systems as part of their overall customer service plans. APAC customers are increasingly reliant on technology and inclined to integrate digital and physical experiences. Joining together the contact centre with self-service channels is necessary for companies to create delighted, loyal customers.
Another key takeaway from the event was that chatbots are one of the technologies that can be realised early along the road of digitalisation. This is important for companies struggling to move forward with their digital transformation. No matter what industry they are in, organisations are seeing the demand for conversational channels from their customers. Chatbot technology enables them to create digital conversations with customers that are effortless, accurate, seamless and effective.
My thanks to HKCCA for hosting another great event! It was a pleasure to take part alongside our partner company Continuous Technologies International Ltd for a third year.
You can learn more about how virtual assistants can work together with contact centre agents by downloading the guide, The Future of the Contact Centre. If you want to learn how chatbots can help your organisation create conversational commerce, request a live demo.