Dispelling Five Myths About Omni-bot™
If you’ve been keeping up with the latest news from SmartAction, you may have seen the press release about our newest solution – the Omni-bot™. Omni-bot™ allows you to deploy a conversational AI engine that provides intelligent automation in multiple channels. It is the first such omnichannel offering of its kind and has seen high returns since its debut in Fall 2017. With any new type of service or technology, there is always an underlying concern about implementation, expenses, and whether or not it’ll be the right fit for your company and objectives.
In this blog, we will challenge five myths about Omni-bot™ to help you understand how our solution fits into your contact center and overall customer experience:
Myth 1: Omni-bot™ requires a significant amount of IT resources to implement and maintain.
Typically, implementing contact center self-service technology requires a large number of IT resources from your company. It can be tedious and expensive, and can take a lot of time, money, and effort. Your IT team is required to write a lot of code, scripts, and make various connections in order to seamlessly integrate your self-service technology. This is often a daunting task that scares off companies who could really use the tech upgrade.
Omni-bot™ doesn’t need any of that – in fact, we can fully integrate with systems that are already in place, including contact center infrastructure, existing IVR, agent desktop, CRM, ERP, and more. All we need is access to the data, either through APIs or webservices. Because we’re a cloud-based service provider, implementing our solution doesn’t require significant dedication of IT resources. In fact, we design our solutions to minimize that effort.
Myth 2: Omni-bot™ is a DIY platform that requires you to build your own applications.
When companies look for options for conversational AI and customer service automation, they often find DIY platforms, which offer an inexpensive solution, as long as you have engineers on your team who understand how to program and maintain these solutions. Even still, conversational solutions are difficult to build and customize from scratch – you will need a team of developers working to build, maintain, and make constant updates to the system. It is labor-intensive and costly – especially when you are trying to run a business. As a first foray into AI, it can create quite the headache to make sure you’re doing it right and tackling the right problems. Not to mention, it will take months (or even years) before the process is complete.
Here’s where SmartAction is different. We’re a service, not just software. After implementing Omni-bot™ and configuring it to your business’ needs, our team will provide full support and ongoing maintenance and enhancements, so that your company can focus on other priorities. In fact, we will even bring recommended changes to your team in order to improve the customer experience with automation.
Myth 3: Omni-bot™ requires a rip-and-replace of existing technology.
If you’ve ever implemented self-service technology, you know the grueling process of getting it started, implemented, and integrated with your systems. You’ve probably also invested heavily in this system – whether it be with time, labor, or money, so it’s often unfathomable to consider ripping and replacing existing (and working) technology.
If something is working adequately well, leave it alone – that’s the way it should be right? Fortunately, Omni-bot™ allows you to introduce AI-powered customer service in a low-risk way, so that you can start your AI journey without allocating a large amount of time and resources into doing a complete overhaul of your current self-service offering. Think of it like adding an extension to your current web browser – you’re simply adding and integrating new features to improve your experience. In this case, you are adding new self-service features to improve your customers’ experience.
Myth 4: Omni-bot™ requires a long build and implementation time.
Training a natural language engine isn’t an easy task. In fact, it is a long and arduous process that requires hours and hours of training data and time to create a working system. The system must be “fed” copious amounts of conversations until it can fully understand and act correctly in normal conversations. These systems will then require constant updates and revisions in order to continually improve and to stay up-to-date with current speech patterns and language. All of these steps to fully launch the new system can make for 6-8 months of build time, and in some cases much longer than that.
Now, imagine if you could have a 100% Natural Language application in just 4-6 weeks. The system was created in a way that allows our team to quickly configure and deploy applications. The key checkpoints have to do with identifying your business rules, integrations, and company-specific configurations, but those are not heavy lifting efforts (as discussed in Myth 1). Our team has perfected our deployment approach to make it quick and effortless for our clients, so that you can go-live promptly and start seeing immediate ROI.
Myth 5: Omni-bot™ won’t solve my biggest problem – agent retention.
The biggest problem that plagues contact centers is the high rate of agent turnover. Monotonous and repetitive work often leads to stress, apathy, and boredom, which attributes to a high rate of employee attrition. How could automating more calls and chats help retain your agents?
Omni-bot™ helps solve this problem by streamlining processes and adding a much-needed balance to your contact center processes. Omni-bot™ works as a tool to boost agent productivity – by taking care of the low-value and repetitive tasks so that your agents are able to apply their skills to conversations that require the human touch. It helps remove the boring or menial nature of their work, which in turn boosts employee satisfaction and empowers employees with more fulfilling work.
It’s time to give your customers the effortless self-service they expect with contact center automation. We’ll be showcasing Omni-bot™ at upcoming events like ICMI Contact Center Expo and Customer Contact Week, so let us know if you are attending and we’ll get in touch!
For more information on Omni-bot™ or other SmartAction solutions, contact us!