PLATFORMS
ILLUSTRATION PROVIDED BY ADOBE STOCK
DECODING THE SOLUTION OPTIONS WHAT DO NO- , LOW- , AND PRO-CODE PLATFORMS MEAN FOR CX ?
BY BRITTA GULDMANN , TENEO . AI
As companies continue to search for ways to cut costs and improve customer experience ( CX ), self-service solutions have become increasingly popular .
Conversational AI applications as a self-service option have seen rapid development , resulting in the emergence of no- and low-code platforms that utilize natural language understanding to understand and process the queries of end-users . Such platforms offer greater speed-to-implement at lower cost than core or traditional professional coded or pro-code applications .
In the context of contact centers , these platforms can potentially automate simple customer queries , freeing up agents to focus on more complex
14 CONTACT CENTER PIPELINE issues and enhancing the overall CX . In numbers , it is estimated that the Conversational AI market will reach $ 26.9 billion this year , according to Venture- Beat . But can all technologies deliver the desired outcome for your customers ?
THE LIMITATIONS OF NO- , LOW-CODE PLATFORMS : RISKS AND CHALLENGES
While no-code and low-code platforms can be a cost-effective option for a small enterprise , they may not allow for the level of customization required by certain businesses . And their generic language models may fall short in delivering the desired CX if the need of the user is not correctly understood .
No-code and low-code platforms are a risk if they cannot provide customers with natural and rich dialogs that can seamlessly switch between topics , and if they don ’ t interact with all channels , such as the phone channel . A bad textbased bot may result in customers calling the contact center instead , making the chatbot less valuable for the business .
A BAD TEXT-BASED BOT MAY RESULT IN CUSTOMERS CALLING THE CONTACT CENTER INSTEAD , MAKING THE CHATBOT LESS VALUABLE ...