machine in the future of customer experience. Millard, BT Global Service Innovation Team Botman vs. In the meanwhile, here’s a screen shot from the document which I’m sure / imagine / hope, is at the core of how every customer service function works (with or without computers).ĭigital or not, these points are relevant. That might be for the excellent descriptions of machine learning and artificial intelligence. That’s all I want to say about that for the moment, I suspect I will come back to ‘Botman v Superagent’ in the future. The people who do this job have serious skills and generally work best as part of a wider Team or Network.The machines deal with the ‘simple’ FAQ’s while the humans deal with the complex and emotive issues and.This works best where computers complement and support what humans do.computers (machine learning and artificial intelligence) have an important role to play in the delivery of customer service.Here are some key points from the white paper where I think we should pay attention: I think the white paper is essential reading for anyone involved in customer services – especially if it involves the phone, video or anything digital (including pesky chatbots). I’ve heard the author Nicola Millard, BT Head of Customer Insight & Futures, speak a few times.
The BT Global Service Innovation Team white paper Botman vs.
However, if you want to get a sense of what good customer services could look like, have a look at this. This seems to be just as relevant 6 years on and ‘shoving’ is common practice across both public and private sectors. One of the things that sticks in my head is a 2014 blog post written by Kate Bentham called Channel shift or Channel shove? The point made by Kate is that many services seem to have been designed to ‘shove’ people into things that work for the organisation (rather than the customer). There are serious people who have a deep understanding of this topic. I realise that this amounts to far more than my delight at talking to someone who sounds like me and knows the local geography. What makes a good customer service person.
It’s Down By There… I had two experiences of Customer Services this week.