Companies at the front edge to provide automated customer service may say that the decision – or the results based on results – corresponds to the value that the institution’s customer derives from this product. It is a timely proposal as the noise around AI ABATES, and many companies have begun to check the ROI revenue (ROI) for artificial intelligence transformation projects.
The cloud customer service platform, Tom Ijyee, CEO of Zendesk, is that the company is the only one that applies to the pricing of the decision on a large scale. But a lot depends on the definition. The company works with a standard definition that relaxes its customers, but it may not be fixed at the level of industry. “There are some exact differences in what the decision is already,” says Eggemeier.
Eggereier explains how he was on a plane in the United States is about to take off, when he realized that he would not take his connected flight. The airline application has arrived and completed Chatbot about 90 % of rearranging his schedule before asking him to turn off his phone.
Upon landing, Eggemeier could not reach Chatbot and ended up engaging with a human agent who had no context to inquire but he ended up his solution. “Airlines were imposed on a $ 2 airline for the Chatbot interaction, although it was not resolved. So, the airline has already paid more money to the software company, by paying $ 2 to interact between the artificial intelligence agent, and they were also paying for a human seat.”
With the Zendesk pricing model, the fact that the query was not solved by artificial intelligence agent will not generate fees. This alignment with results based on artificial intelligence is a somewhat unique thing in this industry, according to Eggemeier. “There are some young players who are in this pricing based on the results, but we are largely the only big player who is trained in the real price -based pricing.”
Zendesk suggestion It is a traditional traditional seat model with levels of integrated accuracy rates to capture uncertainty about the number of times that the query may require human intervention.
“We want to give people flexibility because it is important to know your costs at the forefront,” says Eggemeier. “Usually for the first year, if it exceeds the expected decisions, because we want to lead more automation, and achieve the return on investment from the employment of employment there, we look to some extent until people enjoy a little prediction,” he added.
More decisions mean fewer seats, and Eggemeier believes that this is an equation of value between the two, with a built -in flexibility. After all, companies are only at the beginning of their automation trip where flexibility in transportation between high -cost human interaction and the cheapest automatic car will help the public track towards greater automation.
The benefit of this march towards automation is not just a return on investment. “We see higher satisfaction with customers about automatic accuracy by artificial intelligence agents. This is the other part of it,” says Eggemeier.
Eggemeier predicts about 80 % of the interactions between customers and company brands within five years, although this will differ by industry. “Business for the consumer is likely to be higher, it is likely that business will be less. P. complex reactions will be based on man. It will be uncomplicated from artificial intelligence,” he added.
But is technology ready? The damage caused by artificial intelligence hallucinations or malfunction of the severe consequences can have. “The artificial intelligence agent makes hallucinations. A human agent makes a mistake. Halos seems worse than wrong, completely frankly, although it can be the same, right?” Eggemeier notes.
In addition, the type of strong task is more likely to automate it carries more human risks because humans are less able to provide fixed service over long periods of time. The function of translating artificial intelligence factors is also another factor in the AI factor for arbitration in human work.
Another challenge is customer resistance to automated factors based on early interactions with less developed factors that have been launched when technology is still developing. Eggemeier, who also recommends that every company have to have every company of artificial intelligence with its brand in terms of tone and sympathy levels, for example.
But does this mean that the agents will eventually replace humans? According to the world Report the future of jobs in the Economic Forum for the year 202541 % of employers all over the world intend to reduce the workforce in the next five years due to the automation of artificial intelligence. But this is not in line with what Eggemeier sees in the trenches. It indicates that the 16 million people worldwide are working in customer service or the role of helpedesk have been “prepared” in terms of the number of employees over the past two years. “The customers who have largely adopted Amnesty International have remained flat or 3 % in hiring human beings, which is interesting, it is not intuitive,” he says.
“Companies have an option,” he says.
He adds: “Many of the companies we have seen now take some of the savings that they had of automation and their re -investing in humans to carry out more advanced tasks, to ensure that they address interactions in the root cause of problems.”
As a rule, Eggemeier saw that with increased automation in customer services, the total number of information increases. At the macro level, Eggemeier looks at this process simply as barriers decrease in the process of providing customer services instead of displacing jobs, although it is keen to warn of this by indicating that this may change over time. Currently, regardless of the level of automation, companies have started searching for a meaningful value in artificial intelligence transformation projects and innovative and advanced pricing models that will definitely play an increasing role in this equation.
“The Interview: The CEO of Zendesk has been created and published on how to revolutionize the value of the artificial intelligence agent” RulingThe brand owned by Globaldata.
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