Part One: Vice President of JKT on the use of Chatbots to enhance customer experience
The impact of Covid-19 has transcended sectors, increasing the demand placed on a range of industries. JKT, a global technology foundation, established in 1993, has found their circumstances impacted by Covid-19, much like others in their sector. Part of a 140-year-old group, worth an estimated $7 billion, Praveen Kumar, the vice president of JKT, writes about the use of chatbots during the pandemic in the first part of a series for The Parliamentary Review.
At JKT, we believe that digital transformation consists of five themes - the customer; the competition; the data generated, the value an organization can bring to the table and the innovation that will keep it ahead of the game. In this piece, we plan on focusing on the role of the customer.
Customer experience has been a buzzword of-late, primarily as a result of the e-Commerce boom. Customers are interacting and engaging with e-Commerce companies through websites or mobile apps and the time spent on these by customers has a direct impact on the top line. Therefore, significant effort has been put into improving customer experience to ease their website navigation. While this was primarily achieved though better user experience, self-service initiatives offer another dimension.
In the last few years, organizations have been looking at another dimension to improve the customer experience – self-service initiatives, driven by the objectives of empowerment, convenience, and engagement. Both organizations and their customers are moving towards a DIY model, moving the cost savings to companies, and providing a more efficient service to customers.
Interacting with tools like Chatbots allows customers to engage without any barrier like language, accent, and availability.
As per Gartner’s top ten tech trends 2019, “four per cent of Gartner clients today say that they use chatbots in the workplace, but 40 per cent intend to implement them in the near term. That is not something to be taken lightly.”
Chatbots are software applications which enable businesses to engage with their customers using a messaging system. They can interact in a range of forms including messenger, web forms, IVR, email or other social channels. They can be easily integrated with IOT devices, AI or Analytics platforms to send or receive information as the need arises.
Chatbots have been on the scene for quite a while. Organisations have moved from basic scripted chatbots to intent recognisers or even towards the use of intelligent advisors. While there are no rules defined for adopting the Chatbot, there needs to be a “conversational platform strategy” which will allow companies to use them to their greatest possible advantage. This will help to establish reasonable expectations for business owners.
Uses of the Chatbot in the professional setting include, but are not limited to:
- Call centres - responding to customer enquiries about their orders or shipments
- Helping customers in product assembly
- Taking notes from meetings
- Action requiring approvals, including access permissions and invoice approval
- Diagnostics – logistics or inventory status and server or hardware availability
- Executing and monitoring scheduled tasks or jobs