24 PERSPECTIVE // FRESHWORKS
How chatbots can solve the region’s ‘experience’ challenges Manish Mishra, Head of MEA Business at Freshworks, tells Anita Joseph, Editor, Reseller ME, how chatbots can help enhance the customer experience in a seamless, cost-effective manner.
CHATBOTS HAVE BECOME A POPULAR FOCUS ACROSS THE REGION TO ALLEVIATE THE BURDEN ON CUSTOMER SERVICE AGENTS IN INDUSTRIES RANGING FROM FSI TO UTILITIES.
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or business leaders, it may be hard to quantify the pace or extent of change over the past two years. But let’s try. Many UAE businesses recognised the changes in their customers’ habits and responded, leaning into the wind and rolling out digital experiences during the pandemic that added genuine value for those stuck at home. KPMG’s Customer Experience Excellence report for 2020 showed the UAE to have increased its CX metrics by 7% since 2019. And in the same report, KPMG referred to its Worldwide CEO Outlook survey, where it found that 70% of senior executives believed the acceleration of digital transformation caused by the pandemic had directly resulted in more seamless experiences that have delighted consumers. Customers want availability and flexibility. They want to engage when
www.tahawultech.com // Reseller Middle East // JANUARY 2022
they want to engage. They want to engage how they want to engage. They want accuracy. And they want the actions and advice of the agent with whom they are dealing to reflect a deep knowledge of them as an individual. To provide these kinds of experiences, businesses have turned to AI for its ability to deliver faultless function at a (now) reasonable cost. Chatbots – not just for cost saving Chatbots have become a popular focus across the region to alleviate the burden on customer service agents in industries ranging from FSI to utilities. Chatbots leverage natural language processing (NLP) and natural language understanding (NLU) technologies to deliver the accuracy and individuality today’s consumers seek, on any channel they choose – web, mobile, social – at any time of the day or night, anywhere in the world.