Amit Ben is the CTO and Co-Founder of Nanorep. In this exclusive interview, Ben explains how companies that offer highly automated self-service tools can make the customer experience much more personal.
What is personalized self-service and why is it important?
“When you provide a service, which can be completely general or contextual, which means that it is different for different demographic types. A personalized service means that you can achieve the most pleasant resolution for the person using this. "
“A self-service that can be cauterized and dynamically adjusted for the service that each person who uses it needs. People really want to feel that someone listens to them and understands their personal problems. "
How can a customer service platform be forward-thinking?
"You need to learn user behavior patterns, and once an organization understands these behavior patterns, preventive action can be taken, provide action products, or offer options that can alleviate the issue."
“The general understanding is that people do not make an isolated action on their way. It is complicated, and the flow between the different actions is important. You need to ask multiple questions throughout the customer journey. "
What is the key to making an automated service human?
“What you are arguing is a common mistake. We want it to feel effective. We don't want him to feel human. Breed for a create a human feel in this service can take away its effectiveness. Is not human. But when this line is blurred, that is when the fiction is created. "
“What we normally recommend to organizations is that they focus on the value that they are providing. It is like an application. You don't want me to be human. But you want it to be very useful. You don't want to limit it to what is human. "