Customer service automation — let bots take care of your customers

Automate customer service with 🤖 chatbot or voicebot arouses a variety of emotions among employees of companies. From the positive ones - full of faith, for example, in reducing the waiting time of the customer to contact the company, increasing satisfaction with the service and reducing costs - to the negative ones, which speak of the irreplaceable role of the human being in the processes related to customer service. I agree that voices less in favor of bot solutions are important, because they represent still a large group of customers, preferring human contact... but!

One of the dividing lines separating submissions can be their levels of complexity. In other words, simple and repeatable processes can be handled holistically with bots, e.g.:

• balance check
• navigating the website
• sending a link to a specific subpage
• step by step through the processes
• acceptance of documents
• and many others.

Obvious, true ❔

However, referring to the title of my text, I present several applications that do not come to mind in the first place, but as yarrl S.A. we have implemented:

• handling customer complaints
• accepting orders from contractors
• appointment reminders/appointment confirmations
• supporting the debt collection process
• search for information
• verify the compatibility of data before talking to the consultant
• conducting surveys and surveys.

Perhaps this will inspire someone to change their thinking about automation. Thanks to the use, the possibility of learning (training the bot) and the continuous development of a given solution, it is possible to create a very modern tool. The values for business that the implementation of this type of tools brings, I will describe in my next post.