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 a customer service interaction with a professional and service-focused agent.
The key question for a brand becomes how, and at which touchpoints, to deploy customer service automation or bots and how to do so in a way that enhances rather than detracts from the customer 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 customer service experiences and as a company, we strive to build technology that is invisible but arms the frontline teams with actionable intelligence when they need it.
While we have continued to add layers of intelligence onto our customer experience platform, we’ve been naturally cautious about how and where we deploy automation (particularly automated customer engagement). We constantly debate the right balance between automating tasks for the customer agents to improve their productivity and help them focus vs the desire to create an exceptional experience for the end customer.
Our Automated Replies feature brings automated intelligence to our Pulse feedback survey and Engage digital messaging tools, delivering benefits to end customers and time savings to frontline 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 digital 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 1,000 human hours of intervention a month"
We estimate that for one of our multi-site brand clients this automation alone will save them approximately 1,000 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 customer service bots that won’t let you ever speak to a real human!
Local Measure is a customer experience platform to identify, understand and engage customers. Automation features in our customer feedback, customer engagement and contact center solutions help you connect with customers and collect real-time insights to personalize experiences at scale.