Customer Service Changes its Face. The Journey Will Never Be the Same.

By Anna Sabryan

We in customer service know how important our role is. Many companies compete to have the best service, and periodically innovate to catch up with ongoing changes. Customer 

service, at times, changes at a rapid pace. Customer service via social media used to be a very important part of online activities. However today, many intelligent assistants, or bots, can deliver many services. I'd never imagined I could be interacting with a chat bot, and feeling happy with the service and ease of the experience. 

Bots Impact on Humanity

Years ago Amazon announced Alexa, its intelligent personal assistant, including lots of commands and skills. Amazon Echo sales reached 5M in two years. Good for Amazon.

You can have some real time information, like providing weather, traffic info, music playback, to-do lists, setting alarms, streaming podcasts, playing audiobooks. Alexa is easy to set up, taking just 10 minutes and a few clicks to get it going. It seems perfect for any busy family.

Imagine the expression on my face when my friend asked her son a mathematical solution, and the child turned to Alexa for help. Bots and AI are now a source of learning! I have another friend who wakes up each morning, and asks Alexa the time. In contrast, I open my eyes and check my phone for  the time. While these examples seem minor, it shows the impact, and our adoption.


Customer Service by Bots

Bots are helping brands to deliver new levels of customer service, as they can handle simple, recurring requests, at a very low cost. Equally important, it is being delivered very fast. However, they will never completely replace human interactions. More complicated requests, and issues requiring deeper discussions, will always be escalated to an agent. Additionally, people still value human interactions. However, bots are a great tool to have as you strive to provide excellent service. They make customer service better.

Anna Sabryan is an experienced Social Media & Digital Marketing Professional and blogger. She is passionate about customer service, digital marketing, and social media.

Follow Anna on Twitter or on her blog.