Page 20 - Flytxt

YOUR VIRTUAL ASSISTANT:

BRAINY AND CHARMING!

A number of digital-savvy enterprises have launched Chatbots
to engage with customers on touch points such as websites
and mobile apps. However, they are designed to respond only

to specific commands and adhere to mostly rigid, pre-defined
conversation flow. Voice agents can offer more human-like
responsive assistance than Chatbots. Artificial Intelligence
powered voice interfaces can personalize conversations on any
digital touch point supporting the likes of Amazon Alexa or Google

Assistant.

- Mathew Sam, Marketing, Flytxt

nterprises today have defined digital Another important drawback is the
customer experience as one of security loopholes in a chatbots-based
Ethe primary drivers of business. ecosystem. Users can be tricked into

Customers choose to communicate with sharing their confidential information.
enterprises based on perceived ease, There have been numerous instances
quality and timeliness of service. And, of phishing attacks masterminded by

they expect prompt response in real hackers using chatbots as the bait.
time.
To sum it up, talking to a chatbot is time
The plain vanilla chatbots consuming and inconvenient, leading to
A number of digital-savvy enterprises an unsatisfactory customer experience.

have launched chatbots to engage with
customers on touch points such as
websites and mobile apps. They handle

tasks that require little to no human Intelligent voice agents can
intervention. help improve your banking
experiences as well. For
However, chatbots, quite often, do not
understand the user well. They are example, applying for a credit
designed to respond only to specific card can be done through

commands and adhere to mostly rigid, your virtual assistant. The
pre-defined conversation flow. voice agent powered by AI
can analyse your income and
It is for the user to figure out the right
phrases to be entered to get the required previous transactions and
response. recommend a credit card with
the optimum spending limit.
Moreover, chatbots lack the personality

of a human being, creating a feeling of
detachment for the customer.

20 INSIGHTZ - VOLUME 03, 2018