When we describe Wysdom as a cognitive customer care platform, we are referring to using AI to solve an enterprise’s customer care problems. In the above video from a talk at Toronto’s Vector Institute, Wysdom CEO Ian Collins explains how large B2C enterprise companies with millions of end users are automating inbound customer interactions through digital channels.
Below are some excerpts from Ian’s talk.
“AI is all over the place, from helping law firms to strengthen cases to understanding how a workforce is behaving. In Wysdom’s case, we apply AI in large B2C enterprises to solve real business problems quickly, economically, and permanently. There is an urgency to solving these problems as end customers demand service on the digital channels of their choice. As an enterprise, your competitors are already taking steps to simultaneously put AI systems in place and become a prospective customers top choice.”
The Benefits Of Cognitive Care
“The benefits of implementing a cognitive customer care solution are easy to measure. Customers prefer it; call volumes are reduced, thus saving costs; and companies can offer automated and dependable 24/7 support to their users 365 days a year. You immediately offer support where customers want it, with first contact resolution – everyone wins.”
Chatbots And Virtual Assistants
“Mark Zuckerberg says chatbots are taking over the world; they purport to do everything with some saying they’re the new iOS. The truth is chatbots are good for some things – when they work, they work well. Simple questions which don’t depend on several variables can produce satisfactory results. A question like “how much data have I used?” – there are a couple of variables, but it’s a fairly simple question. Once a chatbot asks a clarifying question (home internet? mobile?) they can answer the customer’s inquiry.”
“This is where a bot shines and there are many examples like this: what’s the stock price of Apple? Can you tell me a joke? Alexa, play a song. These are quick snappy requests with few variables. Where it doesn’t work so well is when you introduce several variables. For example, if a customer is looking for a new phone, there are too many decision points for a chatbot to be effective, as customers bail on the system after several clarifying questions if they are not seeing progress in their journey.
Transactions don’t work well with chatbots today and thus search is still a key component in cognitive care. Search is old news, but there’s a reason Google hasn’t transformed into a chat bot. It still is very effective. End users don’t need training for search bars, they are an intrinsic part of the web. Cognitive care is the platform that combines the power of search with the convenience of a chatbot across all of a business’s digital channels to address more complex needs like those found in enterprise support.”
Watch Ian’s full video above to see where virtual assistants fit in the support ecosystem and stay tuned for the rest of Wysdom’s series on choosing a cognitive care solution.