For some time now, we have been hearing more and more Phone number library about chatbots, but even more about conversational agents. Conversational agents and customer experience are on many people's minds today. These improved chatbots capable of talking with you are one of the strategic challenges of tomorrow's customer relations. In an increasingly digitalized world, there is a real need to master and offer good customer relations.
The relationship between conversational agent and customer experience therefore becomes a strategic issue. Indeed, customer relations need to be as fluid as possible to obtain total customer satisfaction. Whether for prospecting, lead management or after-sales service, a conversational agent can enable this.
So, let's see together if conversational agent and customer experience are compatible for improving customer satisfaction.
What are the advantages of a conversational agent compared to a chatbot, let's say more classic? Well, as its name indicates, the big difference of this tool is the fact that it can communicate with you. Conversational agents are composed of both artificial intelligence (AI) and natural language (NLP). This new technology allows many things such as:
24/7 incoming call reception
Identify requests and treaties for simple requests.
For the more complicated ones, the aim is to pass them on to a specialist technical advisor
Make your advisors have less workload. Which means better quality and less redundant work
Reduce lead times and exchanges between a brand and its customers
Report recurring problems with a product or service