The use of new technologies is increasing rapidly in all areas of the economy, including call centers: Chatbots and artificial intelligence are applications in customer service where a machine takes over human activities. Customers often have contact with an artificial intelligence in telephone support or via chat on the website and only rarely have a personal exchange with a human service employee.
However, the customer is often lost through this "approach". With the new technologies, companies sometimes make it too easy for themselves by transferring the actual service to the customer or giving it back to them online. This results in a fundamental change in service provision towards the consumer.
At first glance, this approach seems attractive for companies: the new technologies promise to increase customer loyalty and enhance the customer experience. Customer service costs can also be significantly reduced. At second glance, this approach usually backfires, as the opposite is often the case. Social acceptance of chatbots and AI in customer service is still relatively low, not least because the majority of consumers perceive interaction with chatbots as frustrating. Customers find it difficult to imagine chatbots providing support, particularly in cases of intensive advice or complaints. If companies rely on chatbots too often, customers usually turn away in disappointment and turn to the competition.
After all, genuine customer satisfaction is still best achieved through "person-to-person" dialog, especially since technology cannot respond to the diversity and, above all, complexity of customer needs to the same extent as a well-trained and empathetic call center agent who responds to the individual needs of customers and provides them with tailor-made solutions.
AMEVIDA attaches great importance to the quality of the agents on the last mile to the consumer: if employees are satisfied with their field of work as well as their performance, this is reflected in the dialog performance for the customer. In addition, AMEVIDA invests in well-trained call center agents.
who manage customer dialog efficiently and have extensive expertise. Promoting an empathetic and high-quality service culture is a top priority.
