Despite what will be discussed and invented over the next several years, bots just don't know everything.
While bots designed for customer service can certainly speed up how quickly brands can respond to customers and even learn from interactions over time, there needs to be a "touch" of human involvement, and TouchCommerce believes it can offer enterprises the perfect blend with its just-announced TouchAssist product that takes automated conversations up a notch.
Leveraging virtual assistant technology from Nuance Communications, TouchAssist allows brands to create human-like dialogue with a "smart" virtual assistant or chat bot. To get an idea of just how "smart" the virtual assistant can be, it routes requests to a live agent if it doesn't know the answer. Knowing when to ask for help is half the battle.
The possibilities for TouchAssist can be seen across all industries as quick, self-service is fundamental to customer support moving forward.
"TouchCommerce and Nuance will drive a new era in customer service, one where artificial intelligence teams with agents to deliver service that consumers love and prefer - because it is fast, accurate and convenient," said Robert Weideman, EVP and general manager for Nuance Enterprise. "Enterprises prefer this as well, because the combination of self-service and assisted service eliminates the historical trade-off between automation and customer experience. As a result, enterprises will reduce the costs associated with customer service while elevating customer satisfaction and net promoter scores."
As the Editor-in-Chief of Website Magazine and President of Website Services, Peter has established himself as a prominent figure in the digital marketing industry. With a wealth of experience and knowledge, Peter has been a driving force in shaping the landscape of digital marketing. His leadership in creating innovative and targeted marketing campaigns has helped numerous businesses achieve their revenue growth goals. Under his direction, Website Magazine has become a trusted source of information and insights for digital marketers worldwide. As President of Website Services, Peter oversees a team of talented professionals who specialize in SEO/SEM, email marketing, social media, and digital advertising. Through his hands-on approach, he ensures that his team delivers exceptional results to their clients. With a passion for digital marketing, Peter is committed to staying up-to-date with the latest industry trends and technologies, making him a sought-after thought leader in the field.