Page 45 - EngineerIT May 2022

TECHNOLOGY, INNOVATION, NEW PRODUCTS AND PEOPLE

Do you wish you could do more

with your WhatsApp channel? INTRODUCING OUR

With service bots, you can. INNOVATIVE

ETHERLINE
By Ryan Falkenberg, co-CEO, CLEVVA ®

igital customer service channels have evolved rapidly over the past two years,
prompted by work from home and lockdown requirements”, says Ryan Falkenberg, GUARD
Dco-CEO, CLEVVA. “Part of this evolution has been the much stronger emergence of
WhatsApp as a customer service channel”.
The advantage of WhatsApp over other channels is that you and the customer have
a record of the conversation, and you can also pick up and go back to it asynchronously.
Your customer chat in your online banking app, for example, will time out. So, if you get
called away for any reason you need to start again, and there is no record for you to refer
back to.
“The real win for unassisted customer service will come when a bot can handle the
entire query from end to end. I can ask the bot for information, to perform actions and to
give me assistance and advice.
At present, if I want a query resolved via the WhatsApp channel, I will most likely
be transferred to a live agent. And given that most service interactions are not simple
requests for information or action, this means most WhatsApp engagements still need to
be completed by a live person. This undermines the whole concept of ‘digital self-service’
and creates deep customer frustration”.
Fortunately, there are now bots that are capable of handling queries via multiple
digital channels without relying on live agents. These service bots are far more capable KEY BENEFITS
than the early generation information and transactional chatbots. They can handle the
complex advisory-level logic required to clarify, analyse, resolve and action customer 1 Increase availability due to
service queries in one touch. plannable downtimes.Thus,
They can also engage with customers via multiple digital self-service channels, like reduced maintenance
the web, mobile apps, e-mail and WhatsApp. To do this, they offer responsive hybrid costs.
interfaces that offer the rich canvas of a web app, the free text inputs of chat and the
structured conversation logic required for rule-driven query resolution. Simple set-up with
As a result, 2 automated
service bots are parameterization
making it possible
to offer customers
access to a digital 3 Integration into the existing
expert at their network structure
fingertips. They don’t
need to wait for a live 4 Reliable communication
agent to get a query with MQTT protocol
resolved via the
digital self-service
channels. Instead,
they can engage with
a service specialist
that never sleeps,
and is capable of
handling all known
queries in context,
and without having
to put them on hold.
011 201 3200
info.za.lza@lapp.com

EngineerIT | May 2022 | 43 www.lappgroup.co.za