Customer service should always be evolving in order to make the experience easier, faster, and pleasant. How can we use the technology at our fingertips to make it even better?
Customer service is a rapidly changing field. With the development of chatbots, most real life people started finding themselves out of a job. The problem is, they lost the human element of their customer’s experience. A chatbot can’t really have empathy for your situation or do much of anything other than give you some links to read, maybe redirect you. Cogito, a new startup, has decided to use AI in customer service a bit differently. This voice technology company has decided to use their AI (Artificial Intelligence) to ensure that representatives are “more charming.” What? How does that even work? Well, their software is designed in such a way that it can examine speech, behavior, and even the speaker’s emotional state through algorithms that analyze speech patterns and tone of voice. The reps can then use this information to improve the conversation in real time.
“We’ve built a way to numerically measure and understand how well a conversation between human beings is going,” said Feast. “Conversations are a lot like a dance,” he said. “But not everybody is as good at picking up on social cues and it isn’t always easy to know if you’re in sync with each other or not.”
This can even help those who are negotiating or other high stakes conversations. They’re essentially teaching people how to read social signals that they may be missing out on. Those cues can sometimes be the difference of a deal or no deal in business. We’re not the only ones who are impressed with their work seeing as how the startup has already raised $22.5 million dollars. Currently, they’re working on how to ensure the feedback isn’t distracting to users during conversation.
“What we aspire to do is make this type of technology available much more broadly, through us and technology partners,” Feast said. But before that happens the company needs to master the interaction between the technology and humans.
As Ashley Lee stated in a previous post, you have to be able to repair mistakes that are made through providing good customer service. It’s not unreasonable to expect that there be equal value between what we purchase and how much we spend. Using CSM, the magazine for Customer Service Managers & Professionals, she provided us with some really useful philosophies:
“Customer service is the ability to provide a service or product in the way that it has been promised”
“Customer service is an organization’s ability to supply their customers’ wants and needs”
“Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner”
“Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner”
“Customer service is a proactive attitude that can be summed up as: I care and I can do.”
At the end of the day, what matters most is how your customer’s view their journey with your company. Was your site easy to navigate? Were they placed on hold for an absurd amount of time when they called? Did the customer service representative care about their issues? What most people want is to be heard, not talked over or placated. I can tell you from experience that being spoken to like I’m a child or insignificant meant I wasn’t a repeat customer. Maybe Cogito can help companies that struggle with that.