Your 5 concerns on talkbots and why you shouldn’t worry about them
Artificial intelligence (AI) has truly become an essential part of our daily lives. From internet search engines, buying and selling transactions via e-commerce, payments to security systems, everything is done using this modern technology.
What’s more, artificial intelligence has also improved at a wider scale – and rapidly as well. One latest form of it is conversational AI or talkbots.
Unlike chatbots that communicate via text, talkbots communicate and respond to consumers by voice, as if talking to a human. Talkbots are used to perform tasks such as offering promos. They also come in handy when reminding (be it loans closer to or past the due dates, scheduled health appointments, or payment of monthly usage bills), and handling consumers before connecting them to human agents.
Looking at these various capabilities, you might already be thinking about the benefits companies would gain if they were to apply this AI. You might even imagine the greater efficiency they could have.
In reality, some companies, even when have identified the need for talkbots, are still hesitant to apply this technology to their systems. Why?
Here are the 5 concerns that commonly arise, and why they shouldn’t be worrying you.
Concern #1. Will talkbots replace the entire workflow which was designed from the start?
Building a workflow setting from scratch requires planning, time, efforts, and ideas – in short, not an easy task. So, it is no wonder if companies have this concern.
But the truth is, with its advantages, talkbots can complement the existing multi-channel implementations – including if you use chatbots. The adjustment and integration process with the system throughout is, in fact, not as complicated as imagined.
Discuss the system that has been set up in your company with the talkbots provider. Explain in what scenarios/use cases you would like this AI technology to do its job. This open communication from the beginning will facilitate collaboration and optimize the benefits of using talkbots without compromising your existing system.
Concern #2. How far can talkbots customize and personalize conversations?
The use of AI is indeed synonymous with the automation of routine, repetitive, and easy tasks. However, it should also be acknowledged that advances in voice-based AI technology have come to the point where the use of speech analytics is able to make talkbots ‘smarter’ in responding and interacting.
For example, if your customer asks irrelevant questions, talkbots can be programmed in such a way that they can divert the conversation or even end it politely.
In addition, the robots’ intelligence is also found in the speech accent similar to native Indonesians, and in the case of WIZ.AI talkbots, the accent can also be localized to several other Southeast Asian countries’ languages according to the target markets. This naturalization of language is a result of the Natural Language Processing and Natural Language Understanding technology we utilize, which makes it difficult for listeners to distinguish whether this is a real human voice or a robot.
Concern #3. With such customization and personalization, does it mean that talkbots will replace humans?
The answer is absolutely not.
And this is confirmed by a representative of one of the Indonesian state-owned banks. The bank, which has executed innovation through adapting this technology, explained that they applied a hybrid working system in which humans and robots are mixed for optimal results.
And if you think about it, talkbots can, on the other hand, provide opportunities for human agents to focus more on certain skills. For instance, handling more complex situations and specific consumer interactions which require careful handling.
Concern #4. What if the talkbots don’t understand slang or languages from the various ethnic groups?
Talkbots may not always be able to comprehend what the other person is saying. For example, as stated in point #2 above, there can be questions or comments that are irrelevant and that the robot cannot understand. The same thing can also happen if your customer conveys messages using slang words or terms in a local ethnic group language.
No need to worry too much about this, as talkbots can be set up in such a way to enable them to reply to something that has not been fully understood before. With some general statements, the talkbots can be programmed to tackle if these situations ever happen.
Then, using the data from conversational analytics, the robots can be made even smarter in responding to situations that have not been covered. Programmers do this by inserting the new data into the bots.
Referring to the local ethnic group languages, some of WIZ.AI talkbots have been enabled to understand certain terms in Indonesian diverse languages. This is due to the enrichment from the speech analytics obtained from previous use cases. The robots, however, would answer using Indonesian, not any of the local ethnic group languages.
Concern #5. Do you really believe talkbots can be more efficient than humans?
The answer is absolutely yes.
Some statistics we studied from our customer cases show astounding numbers, including:
- 1 million talkbot calls within 2 hours
- Talkbots provide the flexibility to increase and decrease the number of calls in 1 day according to the demand volume
- 1.5x higher conversion rate than human agents
- 69% lower consumer acquisition costs (CAC)
- Average 50% connected rate during 3 promotional campaigns run simultaneously by talkbots
Other studies that we have done with clients also indicate significant results, comparing the data before and after the implementation of talkbots.
Now, looking at the 5 concerns above, are there any that resonate with you?
If you want to know more details about the values of using WIZ.AI talkbots, take a look at 10 ways our talkbots can improve call center efficiency. But if you are ready to hear how our talkbots perform in action, contact our team here to schedule a demo. Our team will be happy to help you determine your company’s short-term and long-term goals for adopting our talkbots.
