Bots, artificial intelligence and automated communications. That’s no longer science fiction. It’s reality. “It’s an unstoppable evolution”, according to Christian Dumolin, serial entrepreneur and owner of Koramic Investment Group, of which RingRing is part of. However, people will always play an important role in creating customer experience.
Chistian Dumolin, who was interviewed by De Tijd recently, believes in a mixed approach: “When humans work together with computers, there’s a great leverage in creating the best customer experience.”
Humans and bots as co-workers
So, what tasks do you give to humans, and what can be done by computers or bots? “Everything that’s personal or complex, can’t be handled by bots today. But all the rest – I’m thinking about answering frequently asked questions via SMS, automated phone calls or chat for example – can be done by a computer, way more effective than a human can do.”
The ideal approach is to analyse your processes, and identifying each step by asking yourself: can it be automated or not? By improving each step, you will improve the entire experience your customer has with your company.
The mixed approach: only advantages
For your company, the mixed approach leads to cost reductions, because some tasks can be automated. Moreover, your customer service employees will be more engaged, as they no longer have to answer ‘stupid’ or ‘frequently asked’ questions. They can invest their time in more complex and interesting cases. And your customers? They will be happier, because their questions are answered immediately in the most effective way.
Discover how we mix
At RingRing, we’re true believers of the mixed approach, as we see the great results of our projects with clients. Interested in reading our cases? What are you waiting for?