Artificial intelligence is here to stay. That doesn't mean, as many fear, that it will replace human tasks, but rather complement them. According to the Qualtrics XM Institute report, 481% of consumers feel confident when interacting with a company's AI. We are referring mainly to the chatbots of WhatsApp and virtual assistants.
“The innate desire for human connection is reflected in channel preferences. Most prefer human channels for high-risk activities, such as resolving a billing issue, while digital options are reserved for simpler transactional activities, such as checking the status of an order,” the report says.
That's why, in this Simpletech article we explain to you how AI chatbots and human agents can complement each other. What benefits can we get from each modality? What aspects of human attention can we enhance with chatbots? How can we take advantage of the different conversation topics that arise in the channels of human attention?
How to power AI chatbots and human agents with Simpletech
With WittySuite You will be able to naturally and efficiently incorporate the best of human conversations with the best of virtual assistants. These are some of the new and/or improved AI features of WittySuite:
💬 Generate conversation summaries.
😥 Analyze feelings and intentions in the conversation with your client.
🔊 Transcribe audio to text and vice versa.
🏷 Suggested tags based on the conversation.
💡 Suggestions for frequently asked questions.
📄 Automatic document reading and processing.
📸 QR reading from photos.
The strategic combination of chatbots with AI and human agents in customer service processes can provide a comprehensive and efficient experience. This collaboration can address various aspects, improving both automation and the quality of the interaction.
According to the Qualtrics XM Institute report, the weakest point in the interaction between company and customer is in the digital channel. Therefore, it is the most important point to improve and offer the customer a satisfactory experience so that they want to stay with us.
Let's now look in detail at how these elements can complement each other in key areas:
Generate conversation summaries
AI-powered chatbots can play a critical role in automatically generating summaries at the end of customer interactions. Using advanced natural language processing (NLP) techniques, these chatbots can identify key points, decisions made, and frequently asked questions during the conversation. Human agents can then review these summaries, refine them based on their contextual knowledge, and send them to the customer. This collaboration adds a human layer of refinement and ensures that the information conveyed is accurate and complete.
Analyze feelings and intentions
Until a couple of years ago it was difficult to imagine, but today it is among us. The ability to analyze the tone and intentions in a conversation is essential to provide more personalized and empathetic responses. AI chatbots, which can be integrated with Whatsapp Business, employ natural language processing algorithms to assess a customer’s overall sentiment and understand their intentions. At this point, human agents come into play to validate and contextualize these findings, adjusting their approach and tone according to the specific situation. This collaboration ensures that customer support is sensitive to individual emotions and needs.
Transcribe audio to text and vice versa
Integrating voice recognition technologies into AI chatbots enables automatic transcription of voice messages into text. In addition, these chatbots can transform text responses into voice messages, providing an auditory conversational experience. Human agents can review and correct potential errors in the automatic transcriptions, as well as tailor their response to the customer’s preference for voice or text messages. This collaboration offers flexibility and personalization in communication.
Suggested tags based on conversation
The ability to automatically tag conversations based on content is another area where AI-powered chatbots can excel. Machine learning algorithms can identify key topics and suggest relevant tags to organize and categorize information. Human agents complement this process by validating and refining the suggested tags, as well as adding additional tags based on their experience and contextual understanding. This collaboration improves classification and information retrieval in future interactions.
Labeling and evaluating conversations is a reality that we offer you today with WittyAgent. Click here here to find out more!
Frequently Asked Questions Suggestions
AI-powered chatbots can analyze patterns and trends in conversations to generate suggested responses that are frequently used. These suggestions, based on historical data and predefined responses from agents or supervisors, make it easier for human agents to provide quick and accurate responses. Furthermore, human agents can enrich these suggested responses with nuance, personalization, and empathy, tailoring them to the customer’s specific situation. This collaboration streamlines customer service and improves response consistency.
Automatic document reading and processing
AI-powered chatbots can incorporate automatic document reading and processing (OCR) capabilities. This allows them to analyze documents submitted by customers, such as invoices or forms, extracting relevant information quickly and accurately. Human agents can then review and validate the extracted information, offering an additional layer of verification and ensuring accurate interpretation of documents. This collaboration facilitates efficient information management in contexts such as financial services, insurance, or administrative processes.
In addition, AI offers the possibility of performing the digital onboarding, with features such as facial recognition and voice biometrics.
QR reading from photos
Finally, AI-powered chatbots can recognize and read QR codes present in images submitted by customers. This can be useful in situations where customers share information through product photos, receipts, or documents with QR codes. After automatic reading by the chatbot, human agents can interpret the information obtained and provide answers or assistance as needed. This collaboration optimizes the interpretation of visual data and facilitates interaction in practical situations.
Write to us to learn more about our services and start getting the most out of the combination of chatbots and human attention for your company.
