As a consumer, there is nothing more frustrating when trying to resolve an issue than having to navigate a conversation with a tone-deaf bot who just won’t let you speak to a real human. Although chatbots continue to improve with advances in AI and Machine Learning, they still have a long way to go to fully replace an interaction with a professional and service-focused agent.
The key question for a brand becomes how, and at which touchpoints, to deploy automation or bots and how to do so in a way that enhances rather than detracts from the customer’s experience?
At Local Measure, our vision has always been to empower frontline teams to create human connections with their customers. Humans are at the core of great service experiences and as a company we strive to build technology that is invisible but arms the front line teams with actionable intelligence when they need it.
While we have continued to add layers of intelligence onto our platform, we’ve been naturally cautious about how and where we deploy automation (particularly an automated engagement with a customer or visitor to your business). We constantly debate the right balance between automating tasks for the agents to improve their productivity and help them focus vs the desire to create an exceptional experience for the end customer.
Today, we are excited to announce a new Automated Replies feature which brings automated intelligence to our Pulse feedback platform, delivering benefits to end customers and time savings to front-line teams. The new feature intelligently recognizes customer feedback that doesn’t require human intervention, closes the service ticket automatically and sends a follow up note, thanking them for their feedback. The automation also offers the customer a variety of messaging channels should they need to get back in touch.
"We estimate that for one of our multi-site brand clients this automation alone will save them approximately 1000 human hours of intervention a month"
We estimate that for one of our multi-site brand clients this automation alone will save them approximately 1000 human hours of intervention a month (that’s the equivalent of almost 7 team members’ full-time work). But more importantly, the automation will give their customers a faster response and an ability to connect to a human with a single click – ending the frustration of bots that won’t let you ever speak to a real human!
Learn more about how you can create real-time meaningful connections with customers and drive magical customer experience.