Every day Artificial Intelligence comes a little closer to the Customer Relationship, and in the long run human and machine will combine in a fluid and intelligent way.
This is Sitel Group’s conviction and the reason why the Novagile R&D team developed the BotShore concept, convinced that the emergence of new businesses at the heart of customer relations prepares the Future of Customer Experience.
Interactions have evolved, omnichannel is everywhere and the question is now how to set up and manage several levels of process : 100% automated, semi-automated or human with the assistance of bots. The latter can be in front office to respond to customer requests, but also in back office to automate processing and workflows in a targeted manner and to help the customer manager to offer better solutions to customers. The bot will listen to the conversation, understand the intentions and push recommendations or actions to be taken.
But for that, we still have a little way to go, because AI bots are still far too disappointing because efforts have been focused primarily on building response trees, and not enough on understanding consumer intentions.
It is here that Novagile and Sitel Group decided to act with the birth of BotTrainer, a module of the Novagile Platform allowing customer managers to train and then manage robots.