Dennis Fois only recently arrived as the CEO of NewVoiceMedia (just last year), but he's already delivering exceptional results for the company. Thanks to a life growing up with a family in the service industries, Dennis has always valued the importance of personal connections with customers.
Since his love affair with technology began, Fois has been dedicated to finding new ways of combining technological conversations with the human workforce. As disruptive ideas like chatbots and artificial intelligence transform the way that we look at customer experience and the contact centre, Dennis has some interesting insights into what we should expect from No-BS bots.
Here's what we learned from a recent interview with the NewVoiceMedia CEO, published on the NVM website.
Using Bots the Right Way for Customer Experience
According to NewVoiceMedia, companies interested in customer experience need to focus on helping their customers achieve their goals quickly, delivering frictionless interactions, and orchestrating emotional connections.
In a discussion on how to use bots "correctly" in the business space, Fois said that today's companies need to discover what their people are really good at, such as understanding ambiguous problems or empathising with users. Humans need to provide human experiences that customers can relate to. At the same time, bots need to be deployed to manage the tasks that bots are good at. For instance, answering scripted questions or performing repetitive tasks are common tasks for bots. Dennis noted that he believes that there are plenty of good uses for bots and that the best options support and supplement human workers so that they can be "in the moment" in discussions with customers.
The Controversy in Making Bots more "Human"
In the NewVoiceMedia interview, Dennis commented that he's "against" the idea of adding human qualities to technology. By humanising bots, companies seem to suggest that they can eventually replace people with technology. However, that's not the goal according to NewVoiceMedia.
Fois feels that bots need to help human beings achieve their goals faster, but they can never be created as a replacement to people. "It's people first and technology second."
When NewVoiceMedia creates bots to support the modern working environment, their approach begins with asking how AI can be an enabler to support higher-quality conversations. For NVM, it's all about making all the people in an interaction feel great because they're engaging in an authentic and high-quality conversation.