EBO.AI
Virtual assistants to the rescue
“Don’t gamble on customer service – use AI to keep the human touch”. So says Dom Wolf
world we live in; whether it’s driverless cars
A
The gaming sector has faced challenges over recent months, with job cuts and cost-cutting widespread, the list of gaming companies to announce such cuts is set to rise. The Malta-based gaming company Star Group, and the online lottery betting operator Multilotto are the latest to announce significant reductions in their workforce.
CUSTOMER SERVICE ON THE CHOPPING BLOCK
Customer service teams are often among the first casualties when business pressures begin to mount. However, as the main source of help and knowledge, good customer service agents are vital to drive business success. Inefficient ways of dealing with customer enquiries are a central issue within many companies, with a recent survey showing that 75% of agents’ time is spent responding to repetitive inbound customer enquiries. Therefore, by cutting customer service roles significant levels of direct customer interaction is being lost and can result in ongoing customer dissatisfaction.
Dramatic job cuts may be the ‘go-to’ solution for many businesses, however human interaction is still a critical service that customers want. Many gaming companies are now facing a dilemma. How can they give great, and efficient, customer service but also deal with the burgeoning pressure to reduce costs? Many companies have looked to implement digital solutions to improve their customer service. However, this has proved unsuccessful because tech on its own simply cannot offer the same services as humans. Failure to understand context and sentiment just increases customer frustration. With whole-scale digital transformation seeming much easier said than done, alternative avenues need to be explored.
Tech on its own simply cannot offer the same services as humans
72 NOVEMBER 2019 GIO
VIRTUAL ASSISTANTS TO THE RESCUE Virtual assistants are built upon AI and are making
significant inroads into customer service operations. Ultimately, AI merges together intelligence and
automation, replicating the flexibility and understanding experienced with human interaction. So, by using this technology virtual assistants can precisely automate repetitive tasks, understand different dialects and accents, and even prioritise pressing issues to a more focused and dedicated customer-service team. This ‘cognitive technology’ does not mean replacing humans with frustrating robots that often cannot understand customer requests. Instead, it is technology built upon algorithmic structures which produces results often more accurate than those that the human brain can produce.
This is all without losing the human touch. Advanced sentiment analysis means that a virtual assistant can sense the tone of a conversation and, if needed, transfer a customer to speak with a human to resolve their query. Machines shouldn’t be left to run themselves – oversight is a vital aspect of AI, and an incredibly important consideration in the gaming industry.
A ROUTE OUT OF DANGER? It’s true that the gaming sector has had its challenges
this year. Artificial Intelligence is, however, a viable solution to solve some of its growing problems, particularly in terms of customer service. AI strikes a balance between human interaction and innovative technology which is key to helping the gaming sector prosper. Virtual assistants can upskill any customer service department, giving them time to handle the more complex cases which come across their desks while routine enquiries are handled by their AI team mates. The benefits AI customer service can bring the gaming service are set to be huge.
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86
