Automation

Chatbots to boost social media in the contact center

By 26 de septiembre de 2019marzo 25th, 2021No Comments

Customers are moving their conversations with companies to digital channels, mainly social Media. For this change to become an opportunity, it is necessary to integrate artificial intelligence to optimize the service offered through social media in the contact center. Guaranteeing immediate attention at any time and offering a truly omnichannel experience.

Therefore, before implementing chatbots, artificial intelligence and automation in the contact center, it is necessary to consider some key factors. Best practices for taking full advantage of this technology, obtain better results and maximize the ROI of your business.

Evaluate the capabilities of your contact center

It is important to determine which processes are the best to automate. For this, you will need to know the type of interactions you manage in your operation.

Consequently, structure the conversations depending on the channel they came from. Hence, you can determine the cost of managing each one and you will be able to make a more precise follow up.

Guarantee omnichannel automation

Ensure that your artificial intelligence-powered tools integrate optimally with other systems.

Then, define an effective workflow that allows maintaining the context of each interaction through social media in the contact center. Even if the intervention of an agent is necessary.

Focus your strategy on your customers

Your clients should always have your full attention. Therefore, focus your efforts so that your strategy improves first call resolution.

Also, offer them natural conversations with your chatbots tailored to their particular needs.

Promote continuous improvement

Regularly optimize your automation processes, analyzing the behavior of your chatbots and their performance.

In order for your customers to self-serve, your chatbots must function in the best possible way.

Do you want to know how to implement an optimal customer service strategy using chatbots? In this Whitepaper we share a few factors to take into account when integrating this technology in your contact center