{"id":17325,"date":"2021-06-15T16:49:22","date_gmt":"2021-06-15T14:49:22","guid":{"rendered":"https:\/\/www.tolk.ai\/blog-ia\/non-classe\/productivity-vs-expertise-the-strengths-of-chatbots"},"modified":"2026-06-26T17:31:08","modified_gmt":"2026-06-26T15:31:08","slug":"productivity-vs-expertise-the-strengths-of-chatbots","status":"publish","type":"post","link":"https:\/\/www.tolk.ai\/en\/blog-ia\/fundamentals\/productivity-vs-expertise-the-strengths-of-chatbots","title":{"rendered":"Productivity vs expertise: the strengths of chatbots"},"content":{"rendered":"\t\t
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Many businesses still view their customer service as a cost centre, without recognising the many business opportunities it could generate. Contrary to what one might think, it is now crucial to consider it as a genuine profit centre. Chatbots can significantly improve the performance of customer service teams when they incorporate artificial intelligence.<\/em><\/p>\n

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Following the Covid crisis, the digitalisation of many businesses’ operations made human interaction less indispensable in the sales cycle. This shift in paradigm was accompanied by a reorganisation of companies around the new expectations of consumers, who, now more autonomous, no longer systematically rely on the sales teams made available to them.<\/p>\n

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Customer service: a tool for humanising customer relations<\/strong><\/h2>\n

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Logically, customer service has become the primary touchpoint in the customer experience where human interaction occurs, sometimes the first, and occasionally even the only one. Nevertheless, this interaction remains valuable. It must be seen as an opportunity to better understand your target audience and build loyalty. This is the precise moment when a customer can decide whether or not to return. Yet it is often due to a lack of time, organisation, or the right tools that a company is unable to sustain this standard.<\/p>\n

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For these reasons, it is essential to equip your customer service team with the necessary tools, in order to build the stable foundations of a high-performing and lasting customer relationship.<\/p>\n

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Indeed, the role of customer service is growing in importance, and productivity considerations become secondary in light of the priority of building customer loyalty. The objective is to make customers receptive to cross-selling and upselling strategies.<\/p>\n

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Customer service must first have access to basic information about a consumer.<\/p>\n

This includes their history with the brand or its offering, their browsing and purchasing habits, in order to establish a clear profile. But that alone is not enough!<\/p>\n

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68% of customers are frustrated when their call is transferred to another department<\/strong><\/p>\n

Zendesk CX trends report 2020<\/cite><\/p>\n<\/blockquote>\n<\/figure>\n

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It is true that the siloing of teams within companies often prevents further progress. The lack of horizontal collaboration penalises the collection and use of customer data. On the customer side, the experience may be degraded: transfers between departments, inconsistency in shared information, difficulty in providing personalised and contextualised assistance.<\/p>\n

Yet this is the key to building a strong bond between the customer and the brand.<\/p>\n

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In summary, for customer service to contribute to loyalty and revenue growth (upsell or cross-sell), it is essential to give it the place it deserves and invest in tools that will allow it to maximise the perceived value delivered to the customer at every interaction.<\/p>\n

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Expert chatbots to enrich customer knowledge<\/strong><\/h2>\n

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First of all, human interactions are precious to your customers! But they are also costly for the business. It is therefore necessary to rethink the role of human agents in the customer experience, to ensure the best outcomes in terms of customer satisfaction, perceived value, and revenue generated directly (upsell or cross-sell) or indirectly (referral, sponsorship). Rethinking the role of human agents can translate into implementing tools that reposition their involvement on high-value, personalised, and enriched interactions.<\/p>\n

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Artificial intelligence<\/a> (a scientific concept that is often used as a catch-all term and poorly understood) in a conversational context can play 2 main roles:<\/p>\n

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