![]() ![]() But only, and I mean only, if they are up for the challenge of recognizing emotions and responding appropriately. Indeed, chatbots may actually improve mental health outcomes. If chatbots and auto attendants are so intoxicating to management because of the cost savings, it’s essential that you engineer emotional intelligence into your system. They know that without it, the cost savings in non-emotionally intelligent bots are a toxic potion that will inevitably lead to loss after loss…as customers hemorrhage and sales tumble. A competitor whose communication operation puts empathy at the heart of their interactions. One who can understand and engineer empathetic responses to assuage customer fears and triage them to help them solve problems with their experience. The competitor who is going to win the future will be one who understands that the purchase process, and subsequent customer service is–at its core–an emotional experience. And, since 90% of banks will automate their customer interactions using chatbots by 2022, are we putting the cart before the horse? Will we end up alienating our customers, creating animosity with each interaction, and open up a window for an upstart competitor that wins customer service and completely eviscerates our market share? Almost half (46%) of customers report that they would prefer to communicate with a live person instead of chatbots. The cost savings aren’t the only consideration. But are we sacrificing cost savings for future sales? That’s a lot of savings that add to the bottom line. Companies will save 2.5 billion customer service hours using chatbots by the end of 2022. It lowers labor costs and increases the ability to control messaging into CRM funnels, standardizing the experience and providing services at scale. There is clear evidence that using chatbots and automation has benefits to an organization, especially now that we’re increasingly decentralized. There’s no question of the efficacy of chatbots to handle the majority of transactional communications. When phone numbers are intentionally obfuscated, and companies are increasingly relying on chatbot systems to interact, the customer loses their feeling of power and ability to accomplish their goals. ![]() Remember, customers are forced to communicate this way. When each process “has to be” funneled through an AI empowered chatbot, to customer service representatives, all while distinctly feeling herded and managed, it increases levels of frustration for users. There is nothing more frustrating for the average customer than having to navigate some company’s automated support and messaging system. Customers are at the heart of every business. ![]()
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