Facebook seems to be heralding a new age of customer service with their recent announcements coming out of their big conference. Bots will be available for Facebook Messenger to help ease the transition of customer service to their channel. Were they satisfied with just becoming another channel in an omni-channel customer service strategy? No. They are interested in becoming THE channel.
Contact centers better prepare for this!
Fortunately, integrations have already been completed. For example, Skype for Business contact center provider Clarity Connect is capturing the flow of Facebook Messenger chats in their normal streams. Virtual Observer's Workforce Optimization solution provider, previously integrated with Clarity, can allow for these Facebook Messenger interactions to be recorded, played back, evaluated, trained on, analyzed and archived.
In essence, a new era of social quality monitoring has begun.
You're going to want to evaluate the bots' performance. Artifical Intelligence has been known to be a little quirky. Ask Microsoft.
Subscribe to:
Post Comments (Atom)
Popular Posts
-
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
-
The quality of your customer service is directly related to your level of customer satisfaction, which — of course — is ultimately tied to...
-
Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience,...
-
Companies today have articulated mission statements that guide the organization. In utilities, many of these mission statements include la...
-
This customer profile features a Fortune 500 clothing retailer, which includes a chain of popular women’s wear outlets and has multiple c... -
Somewhere along the line, the customer service industry envisioned that it would be a great idea to start scripting everything. On the sur...
-
SMB Cloud #WFM solution from CSI yields fast returns for ListenClear Facing a challenge due to their surging growth rate, Listen Clear se...
-
An enterprise healthcare provider in the Midwest has seen an increase in their average handle time and a reduction in the overall number of...
-
This informative article was originally written by customer experience expert Blake Morgan . We all have good intentions. We wake up, s...
-
Christmas is fast approaching, and it’s one of the busiest times for different sectors all across the world. Even when you’re rushe...
