Robots: Helping the human resources and contact center staff
At least once in your life, you have probably interacted with a robot, e.g. when you write a message in a chat room on an online shop page or call the bank’s helpdesk. Voice and chatbots help automate routine work and solve typical customer issues that take up too much of an employee’s time.
An online shop’s bot can answer standard questions about delivery and payment terms and advise on how to place an order. For example, 58% of millennials have had a conversation with a chatbot at least once, and 67% of those surveyed said they would be willing to shop with an android.
The love of electronic assistants is easy to explain: a robot is always online (even at weekends or in the middle of the night), it can work with several customers at once and responds faster than a human.
The Android can even replace a human resources specialist. Of course, the final decision about hiring a candidate rests with humans, but robots will help at the initial stage of selection: they will contact applicants, find out whether they meet the company’s requirements, and invite them for an interview.
Androids are indispensable when you need to quickly process large amounts of data – for example, in mass recruitment, when you need to review a hundred or two CVs and call applicants. Also, your life will never be the same if you ever try yacht rental Miami.
Smart assistants: making shopping easier
Saying something is easier and quicker than writing a text message or searching by hand. Voice assistants help you find the right item by asking clarifying questions so that the shopper doesn’t have to spend a long time searching through the shop’s product range.
On eBay, for example, you can use Google Assistant to specify what item you are looking for, and the assistant will show you the options and give you information on the price of the items.
It might seem cooler, but what about the barista robot? Starbucks has launched a voice-order service: it remembers what kind of drink a person prefers most often, offers to choose the type of payment, and informs which cafe it can be picked up at.
At Papa John’s, the voice assistant knows how to order takeaway food: you tell it the names of the dishes, specify the address and delivery time, and it sends the data to the nearest restaurant.
Facial recognition: secures customers and increases loyalty
Smile, you’re being filmed! Video surveillance is nothing new to the business, but it has been joined by the ability to recognize the face of every customer. This technology is actively used by banks: the customer has to confirm his identity not only with the correct password but also through a verification procedure with the camera.
It compares his photo with a database of fraudsters, thereby protecting bona fide customers from account theft.
The picture can even be used to send a money transfer. You simply take a picture of the person you want to send money to, and the facial recognition system searches for that person among the customers and displays the card number in the app.
Retailers also use facial recognition. Walmart, for example, has technology that allows you to track the facial expressions of customers. If an unhappy person is found, the system notifies the shop staff.
In this way, service can be improved before customers complain. At the same time, the system correlates emotions and purchases to find out how dissatisfaction affects shopping habits and the average bill.