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How far is the future?

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The customer service environment is being shaped be technologies like AI, machine learning and augmented reality, but how long will it take for this to become mainstream? MICHELLE OSMOND from 1Stream, sheds some light.

In the movie Big Hero 6, the inflatable Baymax robot is a healthcare companion who can diagnose and suggest treatment based on the 10,000 medical procedures he has learnt, all within a two-second body scan. So, how far off are we from using such technology for customer service?

We are in fact already using artificial intelligence (AI) and machine learning on a daily basis when we use the Uber app to call for a taxi, or when Netflix suggests a series we may enjoy based on our viewing habits.

In the contact centre environment, this technology is being used to automate certain functions to enhance the customer experience, giving rise to the use of customer-facing chatbots and digital assistants that provide an initial layer of support that is accessible 24/7. The customer speaks to a machine and not a human agent.

Instead of going through long menus that force users to choose inadequate options and repeat their queries at every step, the chatbot uses automatic speech recognition (transcription) and text-to-speech (automated responses), to handle the initial contact and deal with basic interactions.

Intelligent routing

A chatbot must be able to correctly identify the intentions of the customer, and will have hundreds of possible scenarios available to it. It knows the entities involved, and what kind of immediate help can be provided. Ongoing training of the chatbot enables it to expand the range of interactions it can manage. It must also be able to detect the emotional state of the customer, and based on the interaction, transfer the call to a human representative if necessary.

For instance, a chatbot can handle a basic interaction such as an airport shuttle booking, but it will transfer the call to a human agent if there is a query it cannot handle, such as whether or not the shuttle will be able to accommodate a bicycle.

Machine learning

All the information and context from the contact is passed on to the human agent in order to swiftly answer the query and finalise the booking, and the chatbot will stay on the call to learn the correct response for future reference. This is machine learning being used to expand the chatbot’s knowledge.

Social media integration

When the power of AI and machine learning is combined with the integration of the contact centre function with social media, a powerful customer engagement is possible.

When a customer’s luggage does not arrive and they are frustrated, they may turn to the travel company’s Facebook Messenger to complain. A messenger bot will be able to respond with a view of the full history of the customer journey. The chatbot will be able to detect the tone and urgency of this interaction and will transfer it to a human agent if they are unable to resolve the query effectively.

Augmented Reality

These technologies combine and enable us to link all the data we have for customers and make it available to both virtual and human agents. By creating this dialogue between the customer, the human agent, and the chatbot, agents have the ability to access useful data previously inaccessible in real-time, bringing Augmented Reality to the heart of the contact centre.

The contact centre agent of the future

This shift to integration of all channels and the use of chatbots will not make agents redundant, but rather allow them to focus on developing their communication skills and manage the more nuanced interactions that chatbots are not able to cope with. Contact centre agents will become super agents, with sophisticated social interaction and people management skills.

This will make for a better customer experience with swifter responses on whichever channel suits that particular customer best.

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How we use phones to avoid human contact

A recent study by Kaspersky Lab has found that 75% of people pick up their connected device to avoid conversing with another human being.

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Connected devices are becoming essential to keeping people in contact with each other, but for many they are also a much-needed comfort blanket in a variety of social situations when they do not want to interact with others. A recent survey from Kaspersky Lab has confirmed this trend in behaviour after three-quarters of people (75%) admitted they use a device to pretend to be busy when they don’t want to talk to someone else, showing the importance of keeping connected devices protected under all circumstances. 

Imagine you’ve arrived at a bar and you’re waiting for your date. The bar is busy, and people are chatting all around you. What do you do now? Strike up a conversation with someone you don’t know? Grab your phone from your pocket or handbag until your date arrives to keep yourself busy? Why talk to humans or even make eye-contact with someone else when you can stare at your connected device instead?

The truth is, our use of devices is making it much easier to avoid small talk or even be polite to those around us, and new Kaspersky Lab research has found that 72% of people use one when they do not know what to do in a social situation. They are also the ‘go-to’ distraction for people even when they aren’t trying to look busy or avoid someone’s eye. 46% of people admit to using a device just to kill time every day and 44% use it as a daily distraction.

In addition to just being a distraction, devices are also a lifeline to those who would rather not talk directly to another person in day-to-day situations, to complete essential tasks. In fact, nearly a third (31%) of people would prefer to carry out tasks such as ordering a taxi or finding directions to where they need to go via a website and an app, because they find it an easier experience than speaking with another person.

Whether they are helping us avoid direct contact or filling a void in our daily lives, our constant reliance on devices has become a cause for panic when they become unusable. A third (34%) of people worry that they will not be able to entertain themselves if they cannot access a connected device. 12% are even concerned that they won’t be able to pretend to be busy if their device is out of action.

Dmitry Aleshin, VP for Product Marketing, Kaspersky Lab said, “The reliance on connected devices is impacting us in more ways than we could have ever expected. There is no doubt that being connected gives us the freedom to make modern life easier, but devices are also vital to help people get through different and difficult social situations. No matter what your ‘connection crutch’ is, it is essential to make sure your device is online and available when you need it most.”

To ensure your device lifeline is always there and in top health – no matter what the reason or situation – Kaspersky Security Cloud keeps your connection safe and secure:

·         I want to use my device while waiting for a friend – is it secure to access the bar’s Wi-Fi?

With Kaspersky Security Cloud, devices are protected against network threats, even if the user needs to use insecure public Wi-Fi hotspots. This is done through transferring data via an encrypted channel to ensure personal data safety, so users’ devices are protected on any connection.

·         Oh no! I’m bored but my phone’s battery is getting low – what am I going to do?

Users can track their battery level thanks to a countdown of how many minutes are left until their device shuts down in the Kaspersky Security Cloud interface. There is also a wide-range of portable power supplies available to keep device batteries charged while on-the-go.

·         I’ve lost my phone! How will I keep myself entertained now?

Should the unthinkable happen and you lose or have your phone stolen, Kaspersky Security Cloud can track and protect your device from data breaches, for complete peace of mind. Remote lock and locate features ensure your device remains secure until you are reunited.

 

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Five key biometric facts

Due to their uniqueness, fingerprints are being used more and more to quickly identify and ensure the security of customers. CLAUDE LANGLEY, Regional Sales Manager, for Africa at HID Global Biometrics, outlines five facts about the technology.

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How many times in a day are you expected to identify yourself? From when you arrive at work you are required to sign in, visiting your bank, receiving healthcare services… The list is endless. When a system knows who you are, you are able to do any number common, everyday activities. Your identity is unique and precious. It is also easily stolen and the target of many hackers across the globe. Technology is constantly evolving alongside the criminal element, always looking for ways to protect data and identity. One such solution happens to be biometrics and it is rapidly gaining traction in our increasingly complex modern world.

Reliable, secure and fundamentally YOU, unique biometric traits such as fingerprints are being used by banks, enterprises and consumers to verify identity. Biometric solutions offer significant identity protection because they use unique biological details to ensure an account is only accessed by the account holder, a door only opened by the owner. Here are five things that are little known about this technology…

  • The uncut identity. Your fingerprint is unique to you. Nobody can use a copy of it to impersonate you. Good technology is capable of scanning down into the layers of the fingertip to differentiate unique elements of a person’s fingerprint, this data is then encrypted and used as a key to unlocking whichever physical or virtual door that the biometric system protects.
  • The living proof. No, there is nothing to the stories of fingerprints being used without their owner’s knowledge or permission. Biometric solutions can use specific variables to determine if the finger used to access the system is that of a present, living person.  A copy or a fake cannot be used to access a cutting-edge biometric solution.
  • Easy and convenient. Queues and documents and paperwork may well be a thing of the past should biometrics take a firmer grip of government and banking systems. The process of registering is easy, and access to identity documents and records is yours alone.
  • Security blanket. A thousand passwords and a hundred post-it notes stuck on walls and drawers.  An excel file with a list of sites and applications and their corresponding passwords, all a thing of the past.  Nobody needs to remember their password with biometrics, they only need to show up.
  • Anywhere is cool. Schools, airports, networks, offices, homes, toilets, banks, libraries, governments, border controls, immigration services, call centres, hospitals and even clubs and pubs – knowing “who” matters and biometrics can quickly and conveniently confirm your identity where needed.

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