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3 ways to humanize support automation



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David Karandish
Contributor

David Karandish is founder and CEO of Capacity, an enterprise artificial intelligence SaaS company headquartered in St. Louis, MO.

The global help desk automation industry is expected to grow to $11 billion by 2023 as support automation empowers companies to serve their customers more effectively. By automating repetitive tasks and FAQs, companies give employees more time to spend on more human tasks that involve building relationships and generating revenue.
Customers are also increasingly valuing self-service options. Chatbots allow customers to quickly address concerns at any time of the day without needing to pick up the phone. However, adding a human touch to that process will always be helpful.
Consider these three ways to humanize your support automation.

Your chatbot will feel more human if its responses are thoughtful rather than robotic.

Give your bot a name and personality in line with your brand
Your bot is an extension of your company and is likely to be the first interaction a customer will have on your website or app. Use this opportunity to showcase the qualities your customers want to encounter. Design the chatbot to introduce itself with a memorable name that fits into your brand. Consider the voice your company uses across cha …

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