Harnessing Human and Machine During the Pandemic
By Rachel F Freeman, Operations Director
A direct quote of the explanatory theme for this Customer Service Week says: “The impact of events affecting the world today have changed the way in which companies and their employees engage with customers.”
Indeed this is true, and all of us in our businesses and in our personal lives can feel the effects of how services of all kinds have altered in ways ranging from barely discernible to completely different (filling out forms, having temperatures taken, tape and measurements of distance being assessed amidst a lot of Perspex dividers). A main thing that became apparent in call centre scenarios was that call wait times for an array of customer services were much longer and users still are advised in recorded messages that “due to Covid-19” call wait time may be impacted.
I can testify that I’ve never had to wait 25-30 minutes to speak to a representative for whatever service I needed before Spring 2020 but experienced that exact scenario at least four times in the past few months. Speaker phones have never been so handy so that one can do other tasks whilst being on hold for extended periods of time!
Cue the virtual agents, chatbots and virtual assistants. Now more than ever before it is a no brainer that online self-help tools that are available 24/7 should come into their own in this period of uncertainty and continued delays blamed on Covid. Self-help tools need not be subject to the same rules of quarantine which makes them more reliable when it is impossible to predict when humans will be available to handle and field queries based on who is in the office and who is self-isolating.
Now more than ever, in the spirit of seamless customer experience, let’s let the self-help tools do what they are designed to do. Let’s let them share the burden of the increasing pressure on call centre agents and take advantage of them working to their fullest potential. Let’s give the machines space to help, freedom to work whilst the humans that are healthy can spend time not only speaking to customers who truly need a human but also to check in from time to time on the accuracy of the responses of the virtual agent. A smart combination of self-help and human guidance creates confidence that the job will get done with the right tools.
We’re all being told to stay safe and be alert – so let’s work in parallel with the tools to help make that happen. We can enable more efficient customer service interactions whilst at the same time prioritising the health and well-being of both customers and employees.
Check out the Neutrino release of V-Person™ to learn how Creative Virtual is delivering some of the most up-to-date and seamless self-help tools available. Also download the ‘Conversational AI Trends 2020’ ebook from AI Time Journal for virtual agent success stories during the pandemic.
The way companies and their employees are engaging with customers may have changed significantly this year, but with the right tools a positive, seamless experience is possible. This Customer Service Week let’s celebrate both the people and the technology that are delivering safe and seamless customer support in this period of uncertainty.