Chatbots On the Front Line of Customer Service

Chatbots: On the Front Line of Customer Service

Every successful business looks for ways to improve their brand by providing the best customer service possible. Using artificial intelligence (AI) to drive customer service responses is leading the way in improving customer satisfaction.

The Vision ? The use of chatbots to provide first-level customer service has steadily increased over the past few years. ? Initially, chatbots were used to answer simple questions regarding customers' accounts. As natural language processing (NPL) is continuing to advance, businesses are now able to add more customer service features to their chatbot services. ? 90% of consumers want to use online messaging to communication with businesses. ? This blueprint outlines how Duck Creek customers can employ chatbot services to address customer service needs using Duck Creek Anywhere APIs and software developer kits (SDKs).

Requirements Key items to consider in implementing a chatbot strategy:

? Start simple, with employee-facing bots. ? Determine the reasons (purpose) your customers will use the chatbot. ? Always give customers an alternate means of communication. Offer a way to

end the conversation. ? Use avatars to add a human touch to your chatbot. ? Create options for efficiency by adding possible answers to a question the

chatbot may not understand. ? Create a natural conversation flow. ? Evaluate and optimize your bot regularly. ? Release one feature at a time.

Duck Creek Technologies

? 2019 DUCK CREEK TECHNOLOGIES. ALL RIGHTS RESERVED.

The Value Duck Creek's extensive API catalog facilitate easier integrations with AI tools, allowing carriers to take advantage of advanced cognitive computing. Duck Creek's Content Exchange offers several software developer kits (SDKs) carriers can use to facilitate integrations with AI tools and chatbots.

Outcomes Early uses of technology in customer service have demonstrated that we can't completely take the human interaction out of our engagement with customers. However, allowing customers to perform some level of self-service with the assistance of AI tools provides businesses with the opportunity to provide better customer service. Some benefits of using chatbots include:

? Faster response to users ? 24/7 customer support ? Active engagement ? Savings on customer service support ? Performing less complicated tasks ? Reducing human error ? Low cost way to automatically staff and scale a virtual workforce

Duck Creek Technologies

? 2019 DUCK CREEK TECHNOLOGIES. ALL RIGHTS RESERVED.

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