Ask an Account Exec: How to create good bot experiences?
Our very own Alyse Andre explains how to create good bot experiences
Could you introduce yourself and your role with ultimate AI?
I am Alyse Andre, and I'm part of the sales team and ultimate AI. And I'm an account executive.
Why does having a virtual agent improve customer experience?
So, a very common case that we see is with e commerce teams who are looking for help during seasonal fluctuation times during the holidays. And it's really hard for them to scale their team with short term hires and with the training of these new hires. They start to think about how technology can help them during these times, but also after the seasonal times as well. [This would] enable their agents to focus on what they do best: critical thinking inquiries and also revenue generating inquiries, while using the bot as the first point of contact during these holiday seasons, but also during the normal times. That's one of the main reasons that we see people evaluating AI as for scale.
Sometimes it can also be just about enabling another channel for customers to reach out to. So if there's a long queue to wait for an agent to talk to you on the phone or via email, or also sometimes on chat, it's giving the customers another first point of contact that is instantaneous, can answer common questions, but can also pull any background information if you have a back-end integration setup into your order management system, for example. So it's all about also opening up another channel and increasing customer experience.
How can we ensure that a virtual agent actually has a good customer experience?
It is all about conversational design, but also the strength of the AI. So with conversational design, we want to put ourselves in the customers' shoes and determine: how are they going to interact with bot? How should the bot respond? What is the brand identity that we're working with? What is the tone of voice that should happen? That is all part of the customer journey and the experience with the bot. But it's also about creating access to agents when needed and escalation paths when it makes sense. So that is also the benefit of integrating into CRM is we have seamless escalation to agents when needed when it makes sense of during the certain point in the conversation, or when someone requests to speak to an agent.
The way that we have set up ultimate AI is through CRM integrations into the top vendors like Salesforce and Zendesk and Freshworks. So the customers want to know, how can we utilize what they're already using inside of their team and their tech stack? can we leverage information inside of their CRM and use it? And the answer is, of course, yes, with these top CRM vendors that we are integrated with. And we are constantly improving our integration potential with these CRMs as well to enable the bot to utilize more information and become more of a part of the tech stack and not a siloed web app that sits on top of what is missing.
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