News | Published April 22 2020

Part Two: Vice President of JKT on the impact of Covid-19 on customer service

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 second part of a series for The Parliamentary Review.

Due to Covid-19 and the enforced lockdown, customers are struggling to get the support or service they need, while the customer service teams are having to adapt to working remotely and with less resources. This can result in long queues of support requests, unanswered calls or emails, and delays in resolving customer queries.

To keep up with these changing times, businesses which face trouble in their customer support, can gain additional support through AI enabled Chatbots. Chatbots can help by optimising Customer Support Function to a great extent help in reducing the impact of customer queries.

There are primarily two types of customer queries, either the critical and complex queries which require a level of human touch, or those which are repetitive, and volume based.

Critical and complex queries can be partly handled by a Chatbot and at an appropriate time, handed over seamlessly to a human agent. For example, healthcare related queries, ad hoc requests of changing an order, and any other interaction which is not rule-based.

For repetitive and volume-based queries, Chatbots can handle the interaction end to end. For example, checking the order status, placing an order, logging a complaint or even enquiring about products and services.

Chatbots provide an excellent way to improve problem resolution quickly. An AI-enabled Chatbot solution could be built and deployed in as little as five days, to help a customer service team reduce stress levels and help customers get what they need.

In order to start using Chatbots, business leaders need to define their Conversational Platform Strategy, with two particularly important points to discuss and identify. The first is that of the channels of interaction between the business and customers, both internal and external. The latter is the processes required in using the channels of interaction.

Once there are channels and processes have been identified, a conversational strategy will be created for the future. The technology team needs to be involved to identify the Chatbot technology platform as per the organisation’s technology adoption.

Chatbots can be used for multiple platforms and can be integrated with third parties in order to refine the process of customer support. At the same time, this can lead to the development of an efficient system of building a steady and conversational AI interface. Chatbots also ensures seamless customer engagement by reducing variable barriers like language, accent, and availability.

In order to support businesses in the during the Covid-19 pandemic and after, Chatbots can provide the required bandwidth to not only serve and engage with the customers, but to also retain them through the use of sentiment analysis.

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Authored by

Praveen Kumar
Vice President, JKT
April 22 2020

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