Customer support has always been a business’s core competency and defines any organization’s success. With technological advancements, this landscape has transformed the way businesses interact with customers.
The most recent transformation is the transition from traditional chatbots to GenAI-powered virtual assistants. This has revolutionized customer interactions leading to improved customer experience and agent productivity. Let’s dive a little deeper to get a clearer picture of this.
A Glimpse into Traditional Chatbots
Picture this:
Linda ordered a dress and wanted to exchange it. Here’s how her conversation with the traditional chatbot went:
Seems frustrating, isn’t it?
This is the case with traditional chatbots. As they are trained on predefined scripts, they can handle the basic queries but fail to answer the complex ones.
These robotic and irrelevant responses are a blow to customer experience, hampering the customer satisfaction level as well.
As per Forbes, 50% of customers feel frustrated with chatbot interactions and 40% of them marked their experience as negative.
The Rise of GenAI powered- Virtual Assistants
To solve the discrepancies of traditional chatbots, GenAI-powered Virtual assistants emerged as a revolutionary step forward. With technologies like natural language processing (NLP) and machine learning (ML), these chatbots are well-equipped to understand the context and intent of customer queries and deliver contextually relevant responses. Let’s understand the key benefits of these VAs:
Hyper-personalization
These virtual assistants analyze the customer journey from past interactions, purchase history, and browsing behavior and then deliver search results based on the users’ tastes and preferences. Not only this, they also anticipate the future needs of the customer based on trends and patterns of customer behavior providing a hyper-personalized experience to the user.
Contextual Understanding
With technologies like Natural language understanding (NLU) these virtual assistants analyze the context behind customer queries keeping in mind factors like the customer’s tone, sentiment, and previous interactions. This assists them in decoding complex queries and delivering the relevant results in no time.
Scalability
GenAI VAs can handle a large number of queries simultaneously and they can manage multiple conversations at the same time without any decline in the performance. Every customer receives the same quality of service maintaining a high level of consistency in responses. They also offer round-the-clock support regardless of the time zone.
Empowering Human Agents
GenAI VAs save the time of agents by handling repetitive tasks, basic queries, etc. This not only eases off the agents’ workload but also empowers the agents to focus on more complex and high-value interactions reducing the resolution time and improving customer satisfaction levels.
Continuous Improvement
With the help of machine learning, these GenAI-powered virtual assistants analyze the interactions and identify the areas of improvement refining their ability to provide more accurate and relevant results. Not only this they also incorporate customer feedback into the improvement process and update their knowledge base accordingly so that the delivered results are more accurate and relevant.
Future of Customer Support: What’s next?
Now that we have a clear understanding of the transformation of the customer support landscape. Let’s see what we can expect in the future:
Data Security with Web3 Technologies
Data security is one of the biggest concerns for everyone. Customers desire to get personalized results but not at the cost of their privacy. To address this issue, web3 technology along with GenAI will ensure a secure experience. With the decentralized approach, it will ensure that the data is not stored in spots vulnerable to cyber threats leading to secure interactions.
Omnichannel Presence
This approach will ensure that customers receive consistent support across multiple touchpoints. It will combine multiple communication channels in a single platform so that it becomes easier for the customer support team to get a comprehensive view of all the customer interactions. Not only that, it will ensure data synchronization in real-time, saving time from repetitive inquiries thereby improving the response time.
Multimodal and Multilingual Approach
We can expect that these virtual assistants will break language barriers in the future by adopting a multilingual approach to interact with the global audience in their preferred language. Not only this, these assistants will move towards a multimodal approach that is beyond the text and voice interactions i.e. they’ll be able to process and understand the images shared by customers leading to more accurate support.
All of these trends will mark a new era in customer support which will lead customer support to surprising levels and will ensure a superior customer experience.
FutureProof your Customer Support with SUVA
The evolution of customer support from Chatbots to GenAI-powered virtual assistants is truly a significant milestone. Implementing these virtual assistants in your customer support will be equivalent to embracing enhanced efficiency, satisfied customers, and positive feedback.
But…
Finding the right vendor is also an important part of this process. Don’t worry! We got you covered with our GenAI-powered Virtual Assistant – SUVA for all your customer support needs.
Don’t take our word for it, Watch SUVA live in action!