When it comes to technical support, one thing is for sure: many hours are wasted on the phone. Technical staffers typically have little to no experience with the company’s products you are calling to seek help for. To make matters worse, they mindlessly recite scripts that have nothing to do with the actual problem at hand. Once the technician finally seems to have a grasp on the situation – after explaining it for the tenth time – they pass you on to yet another representative.
Yes, even in the ever-growing technological world we live in, this is the norm for tech support. If you are one of the many individuals who have needed the help of tech support staff to trouble shoot a problem, you are more than aware of how frustrating it can be. Moving into 2018, technical support has reached a critical crossroads. AI conversational bots have experienced an impressive increase in capability – capability aligned with the needs of the tech support industry.
What are AI Bots?
A chatbot, also known as an Artificial Conversational Entity, talkbot and interactive agent, is a computer program or an artificial intelligence that conducts a conversation via textual methods or auditory. In our world today, automation is everywhere, from ordering pizza to checking luggage in at the airport. Customer support is no exception. By 2020, experts project that more than 85% of all customer interactions will be handled without the need for a human agent.
The following are just a few reasons why this technology will transform the tech support industry:
- Automation enables pre-emptive action. AI bots can deliver a level of responsiveness that is not humanly possible. Automation’s ability to resolve customer service issues before they arise holds great potential for the tech support industry. The Forrester report “2017 Customer Service Trends: Operations Become Smarter and More Strategic” states that this technology will help companies “anticipate needs by context, preferences, and prior queries and will deliver proactive alerts, relevant offers, or content. They will additionally become smarter over time via embedded artificial intelligence.”
- AI bots only have to be trained once. Rather than having to retrain an entire workforce, you only have to train this technology once. Software can be re-configured when necessary, a lot of which can be automated. This not only saves your business money, it also allows you to focus on more challenging tasks to support customer needs.
- Support that is available 24/7. AI bots are available around the clock. You do not have to worry about this technology showing up disgruntled to work like its human counterparts. Also, it won’t get angry and argue with customers. In addition to providing service whenever your customer may need it, this technology will also improve the quality of customer service interactions.
In addition to new technology, do you need the merchant account and business funding to support your tech support business? If so, you probably already know that finding merchant services can be tricky for this industry. Be sure to consider a tech support merchant account from a high-risk provider to get your business on the path to success this year.
Author Bio: Electronic payments expert Blair Thomas co-founded eMerchantBroker, serving both traditional and high-risk merchants. His passions include producing music, and traveling.