A glimpse into the future of chatbots
AI-based systems deliver a more human-like experience with integration capabilities with other solutions like Robotic Process Automation (RPA), recommendation engines, answering questions, appointment scheduler, reservations and bookings, etc.—the possibilities are endless. It depends on how well understanding, memory, sentiment, personality, persistence, and tangents are capitalized. Each capability enhances the AI-based interaction.
Learning from each interaction and preserving that information is now the most basic function expected in chatbots. Needless to say, chatbot development and training is a skill in itself.
At HGS, our CX bots are equipped to address 85%-90% of the issues that can be resolved via automation while our agents handle all remaining problems. The agent-assist bots can optimize team performance with quick and consolidated access to customer information and internal knowledgebase systems.
Chatbots are evolving toward building an intelligent user-engagement hub. Predicting user demands has become more accurate for these AI-infused virtual assistants, which in turn, has helped them deliver very tailored and personalized suggestions and responses.