19 Dec

Bots Help the Grinch Steal Christmas

A trending technology is the use of bots in customer service. While bots can certainly help companies manage communications faster, sometimes they fail to provide the correct information and consumers just stop communicating with them, pick up the phone and overload call center phone lines.

 

Have you ever tried to ask Amazon’s Alexa for information, or to complete a task, just to have it misunderstand you? The same thing happens with bots. When seeking information, customers quickly become frustrated if the bot doesn’t give correct answers, or they end up arguing with a technology that is supposed to make the buying (or information getting) process easier.

 

However, bots have proven one thing – they are efficient. So efficient, in fact, that they are ruining Christmas for a lot of consumers. Arecent article in The New York Times reports that efficient scalpers and resellers are using bots to snatch up in-demand toys faster than any human could ever click and submit, as well as “hot” theatre tickets for shows including Hamilton. In fact, in one case, a scalper purchased 1,000 tickets to an U2 concert in less than a minute.

 

However, bots have proven one thing – they are efficient. So efficient, in fact, that they are ruining Christmas for a lot of consumers. Arecent article in The New York Times reports that efficient scalpers and resellers are using bots to snatch up in-demand toys faster than any human could ever click and submit, as well as “hot” theatre tickets for shows including Hamilton. In fact, in one case, a scalper purchased 1,000 tickets to an U2 concert in less than a minute.

 

While this example did leave a string of upset people who missed out on buying something, it also proves that bots aren’t going away. In fact, bots are increasingly used by businesses to lessen workloads, increase customer service times and to allow consumers to gather information quickly, without having to call into customer service, tackle a phone tree and wait on hold.

 

Resellers and scalpers have already figured out how to take advantage of bots for their own profit and OEMS and dealerships are quickly figuring out how to do the same – but in a much more beneficial way for the customer. While chatbots, including Siri and Alexa, are designed to answer questions on a universal level, auto industry-specific chatbots are designed for specific interactions.

 

Ask Alexa, “What is the warranty on a 2012 Jeep Wrangler?” and she’ll respond with “Sorry. I can’t find the answer to the question I heard.” (Go ahead, try it.) However, a chatbot tailored for that specific purpose, fed knowledge that’s appropriate for questions about its industry, (e.g. various basic warranty issues) would be able to answer this with ease.

 

Here’s an example that could happen before long:

 

Customer to service advisor: How do I transfer the warranty on my CPO vehicle that I just sold?

 

Augmented-Intelligence Assistant to service advisor: To transfer your warranty go to this link and fill out the transfer agreement



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