Are AI chatbots truly helpful for Customer Service employees and do they improve the overall process?
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IT Manager in Finance (non-banking)5 months ago
I think they keyword here is "for" and not "instead of". Yes, as an assistant to CS employees, AI is able to improve speed and accuracy and also check interactions for proper and polite language before responding. Synthesising incoming enquiries for faster processing and reviewing outgoing to ensure right tone - and there's tonnes more depending on the specific case, industry, ecosystem.Finance & HCM Solutions & Data Architecture Senior Director5 months ago
Yes, for employee, if you use them as interactive search engine. meanwhile it is important to choose the right model and train it/retrain it and monitor it on the right set of data. IT Manager5 months ago
Yes and no.For simple cases, yes, chatbots help.
For complex/complicated cases, some chatbots just get things worse based on my experience. But I think this is some tech limitations that can be resolved in near future.
IT Manager5 months ago
Absolutely.It's time to monetize the data residing in itsm tools,documents.
Customer experience can be enhanced with AI tools.
Senior Solutions Architect in Software5 months ago
I concur that chatbots have value for Customer Service employees. I myself could use a tool that helps me navigate the documentation associated with organizational policy, processes/procedure, and standards.
Bear in mind that the implementation behind the chatbot can vary greatly and influence the quality of response. Heavy testing with identified fail cases reviewed by actual SMEs (meaning the customer service workforce) are critical.
Garbage in/Garbage out. Just finished a service call where the technician told me the KBA was nothing like reality (meaning it was highly outdated). That scenario represents garbage in. Quality data is key to quality response.