U.S.Justice Department Files Antitrust Lawsuit Against Google

The U.S. Justice Department filed an antitrust lawsuit Tuesday against Google, alleging the search giant is engaging in anticompetitive and exclusionary practices in the...

Latest Posts

Internet of Threats – Cybersecurity Measures In The IoT Landscape

By Kabelo Makwane Internet of Things (IoT) refers to any object or device that is connected to the internet. This rapidly expanding set of “things,”...

MTN South Africa Attracts More Customers As COVID-19 Bites

MTN South Africa attracted 1.9 million new customers to its Bozza network for the quarter ended 30 September 2020. The mobile phone company said this...

Naspers-Owned Prosus Announces R82 Billion Share BuyBack Plan

The Dutch arm of South African internet titan Naspers, Prosus announced on Friday plans to acquire up to $5 billion (R82 billion) in total of...

EasyEquities Wins Big At MTN App Awards

An app that takes away the notion that investing is hard and expensive has been adjudged the overall winner of the MTN Business App...

Why chatbots won’t replace humans

Fear mongering is everywhere, in every industry. And most recently, the contact centre has experienced its own dose of this with the announcement that Facebook will be making use of chatbots via Messenger to deal with customer queries. By Bruce von Maltitz, co-founder of 1Stream

The concern, of course, is that the development and inclusion of intelligent tech will replace humans in a contact centre.

There are many opinions on the matter, but many industry experts maintain that while the advancements of technology are remarkable, for the foreseeable future there will remain an important place for people, with the help of automation, in a contact centre.

The reality is that systems, like the ever-frustrating IVR, are starting to take a back seat in favour of more innovative and user-friendly solutions. This can be seen as a positive move as response times are reduced and query resolution increases through advanced tech solutions.

But when it comes to artificial intelligence (AI) developments, it is likely to be the implementation rather than the new technology alone that will make or break the introduction of chatbots into a call centre.

With the move to an omni-channel approach in a contact centre where a customer can engage on a variety of platforms, adding an additional channel, such as Messenger, is relatively simple.

Most contact centres are already managing multiple channels through which customers are able to make contact, and with integrated cloud-based solutions, this has become even easier and more streamlined. A chatbot, in the form of Messenger, would simply be an additional channel which can be incorporated into a contact centre’s operations.

While the inclusion of Messenger is straightforward, ensuring that chatbots increase efficiency and improve customer experience may not be quite as simple.

The key is to avoid a chatbot becoming just another automated responder that can’t adequately answer a customer query, and therefore creating more customer frustration rather than enhancing the experience.

Currently, the level of AI such as a chatbot is unlikely to be able to deal with all possible scenarios that will be presented to a contact centre. Therefore, a chatbot could be used to solve simple or routine issues, while for more complex situations, the human element is still essential.

The strength of a contact centre lies in the partnership of technology and the human element.

There is a place for technology and automation such as chatbots in a contact centre to simplify and speed up processes. But, at least for the next 5 to 10 years, this technology will not be sufficiently sophisticated to replace humans who will still need to manage the more complex situations.

Latest Posts

Internet of Threats – Cybersecurity Measures In The IoT Landscape

By Kabelo Makwane Internet of Things (IoT) refers to any object or device that is connected to the internet. This rapidly expanding set of “things,”...

MTN South Africa Attracts More Customers As COVID-19 Bites

MTN South Africa attracted 1.9 million new customers to its Bozza network for the quarter ended 30 September 2020. The mobile phone company said this...

Naspers-Owned Prosus Announces R82 Billion Share BuyBack Plan

The Dutch arm of South African internet titan Naspers, Prosus announced on Friday plans to acquire up to $5 billion (R82 billion) in total of...

EasyEquities Wins Big At MTN App Awards

An app that takes away the notion that investing is hard and expensive has been adjudged the overall winner of the MTN Business App...

Don't Miss

Low-Cost Internet Pilot Project in Soweto Empowers Young People

FibrePoynt, Thabure Towerco and Phuthanang Youth Trust have installed a pilot network in Central Western Jabavu, Soweto. The pilot network offers the high-density township,...

Telkom Unveils Its New FreeMe Share Plans Targeting Data Users

Telkom has launched FreeMe Share Plans, a shared data plan that allows multiple SIMs to share a single data plan. The company said in a...

Dlamini-Zuma Asked To Provide Reasons For Extending Lockdown – or see you in court.

DearSA attorneys Hurter Spies this week sent a letter  to Cooperative Governance and Traditional Affairs Minister Nkosazana Dlamini-Zuma asking her to provide reasons why she...

Paxful Highlights Security and User Education Can Boost Trust in Crypto

In acknowledging Cybersecurity Awareness Month during October this year, leading peer-to-peer (P2P) cryptocurrency marketplace, Paxful, is highlighting the importance of security awareness amongst users...

How To Win a R1,5m Entrepreneurial Package For Your FinTech Idea or Business

South Africa’s most prestigious fintech R10 million startup initiative, AlphaCode Incubate, shares how to improve chances of accessing its support and unpacks the trends...

Stay in touch

To be updated with all the latest news, offers and special announcements.

%d bloggers like this: