Call center professionals think I’m crazy, but I think I’ve found the technology that will change the customer service and customer experience industry to levels we never thought possible.
Currently we are using call center technology to evaluate CX (CSAT, NPS, Sentiment ..) or we are trying to make interactions shorter, more profitable or easier for the customer.
These are all good things … Yet we don’t have any technology that will totally change how we operate as customer experience professionals.
I think I have found this technology, a technology that will change the way brands serve over the next five years. It’s not a call center and it’s not an AI chatbot (well, not really…).
The technology we have for customer experience attempts to measure customer experience. Part of it is about improving the customer journey, but for the most part it is sentiment scoring, CSAT, and NPS. But what do these things do? Are they “fixing” the customer experience? No. It’s just about giving the report, and it’s the job of humans to make the changes to improve the customer experience. Real-time transcription, artificial intelligence and self-service are not about improving the customer experience, but making it easier for organizations to respond to their problems.
There is no tool that reinvents the industry and magically reshapes the customer experience. However, the tools at our disposal help us understand what the customer is thinking. AI developers will be the ones who say chatbots will be this revolutionary technology. Chatbots will definitely play a role in automating the call center, removing agents and making things cheaper, but I don’t think that’s the solution.
For Christmas this year, Santa Claus brought my kids (and I) an Oculus Quest. If you had told me about VR on December 24th, I would have just said, “Yeah, that’s something cool, and I’m sure you can play VR. games with that. ”Honestly, I was more interested in the PlayStation 5. But once I hooked up to this headset and stepped into that world, I got hooked. I started thinking about the technologies that we have now and what it might take in the future Virtual reality, I believe, is the future of customer experience.
Everyone here at the office thinks I’m crazy. When I am excited about something, I do my best and learn as much as I can. The more I learn, the more I believe this will be a viable technology in customer service. I think we could use it as an IVR type. Instead of calling, texting, or emailing, you can immerse yourself in the world of a brand.
Let’s say you are an XYZ retailer making some nice toy trains. In this world, you could enter through the doors of the “storefront” and be virtually inside the store. You can type or speak to a receptionist, use real-time transcription and other technologies we currently have to figure out what your problem is. You say your toy is broken and the wheel has fallen off. This virtual brand ambassador could show you how to repair the wheel virtually before going to do it yourself. If you need to send it back, this ambassador can take your information via APIs, connect to CRM and have it sent to you just like any other IPR. We can elevate this to a human agent as well. You can virtually watch a movie with five of your friends using this technology, so talking to a human agent would be possible. If you have a banking question, you can walk into a virtual branch and resolve any issues you may have over the phone. This technology could be the way to make the …
- According to the source The one Technology which will revolutionize the customer experience
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