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How BPO call centers and answering services can create human-chatbot harmony and outperform in the age of AI.
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Staring Down an Existential Crisis
Enterprises have long looked to business process outsourcers (BPOs) to handle front-line customer support, incremental revenue programs, and lead generation efforts because outsourcing these services is essential to free up in-house resources so they can focus on more strategic activities.
But as a new generation of artificial intelligence (AI) powered chatbots and customer engagement systems emerges, many BPO companies and even internal contact center leaders worry that technology will replace the need for qualified, well organized, human-powered customer support and engagement teams that are core to their business. Complete the form to download our E-book & read more.
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Over 50% of customers expect a business to be “open” 24/7.
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89% of customers expect a response to their email within an hour.
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66% of customers who switch brands do so because of poor customer service.
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More than 70% prefer to communicate through channels like live chat and text
New Challenges Create Uncertainty
Rapidly evolving customer expectations
To say that customers today are more demanding than ever is an understatement. They expect immediate attention, no matter the time or day.
More CX emphasis, less brand loyalty
These days, customer loyalty feels like a thing of the past. Recent research suggests that by the end of this year, customer experience — more so than price and product — will become the biggest brand differentiator.
Rapid scaling for sustainable growth
As enterprises look to grow their customer bases and geographic footprints, they need resource pools and systems that can expand with them. Now that there are more personal devices and more ways for customers to connect and interact with brands than ever, providing the responsive,
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Chatbots help save customer service costs by speeding up response times, freeing up agents for more challenging work, and answering up to 80% of routine questions.
Laying the foundation for a long-term shift
As a trusted BPO partner, you’re in a unique position to leverage what you learn about chatbot technologies and act as automation advisors, helping your enterprise customers adapt to and meet ever-growing demands for AI. By integrating chat technologies into your processes now, you can maintain the advantage by setting the pace of progress at which your customers move toward AI and mostly humanless operations and advising on best practices. In other words, what you sow in the next year or two before AI reaches its full potential can have far-reaching implications five or ten years down the road, when AI is more firmly established.