{"id":1686,"date":"2021-04-27T07:41:25","date_gmt":"2021-04-27T07:41:25","guid":{"rendered":"http:\/\/emandai.net\/blog\/?p=1686"},"modified":"2021-04-28T02:39:41","modified_gmt":"2021-04-28T02:39:41","slug":"initial-achievements-in-digital-transformation-via-hybrid-chat-platform","status":"publish","type":"post","link":"https:\/\/emandai.net\/blog\/en\/initial-achievements-in-digital-transformation-via-hybrid-chat-platform\/","title":{"rendered":"Initial achievements in digital transformation via Hybrid Chat platform."},"content":{"rendered":"<p><span style=\"font-weight: 400;\">According to McKinsey, to transform customer service number in the beginning period, businesses need to adopt digitization step by step and combine human with technology to avoid shocking the traditional process and familiarize users with new technologies. <\/span><b><i>Hybrid Chat<\/i><\/b><span style=\"font-weight: 400;\"> platform is one of the effective choices for this.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hybrid chat platform brings an interaction between staff, virtual assistant and customers. This can improve the combination between human and technology in order to meet the customer\u2019s wishes or even more than that. Staff can focus on more complex jobs such as complaining requests of customers because virtual assistant can easily handle 80% customer\u2019s repeatable requests.\u00a0\u00a0<\/span><\/p>\n<div id=\"toc_container\" class=\"toc_white no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#What_is_the_Hybrid_Chat_platform\"><span class=\"toc_number toc_depth_1\">1<\/span> What is the Hybrid Chat platform?<\/a><ul><li><a href=\"#What_does_the_Hybrid_Chat_platform_bring_to_customer_service\"><span class=\"toc_number toc_depth_2\">1.1<\/span> What does the Hybrid Chat platform bring to customer service?<\/a><\/li><li><a href=\"#1Enhancing_the_productivity_of_staff\"><span class=\"toc_number toc_depth_2\">1.2<\/span> 1.Enhancing the productivity of staff.<\/a><\/li><li><a href=\"#2_Improving_the_quality_of_customer_service\"><span class=\"toc_number toc_depth_2\">1.3<\/span> 2. Improving the quality of customer service.<\/a><\/li><li><a href=\"#3_Reducing_the_risk_of_bad_customer_experience\"><span class=\"toc_number toc_depth_2\">1.4<\/span> 3. Reducing the risk of bad customer experience.<\/a><\/li><\/ul><\/li><li><a href=\"#How_does_the_Hybrid_Chat_platform_work\"><span class=\"toc_number toc_depth_1\">2<\/span> How does the Hybrid Chat platform work?<\/a><\/li><\/ul><\/div>\n<h2><span id=\"What_is_the_Hybrid_Chat_platform\"><b>What is the Hybrid Chat platform?<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Hybrid Chat platform is an interactive platform combined bringing an interaction between staff and virtual assistant. Therefore, virtual assistant can be supported by consultants anytime, this means consultants can join the conversation immediately to support customers and ensure the coherence of this conversation.\u00a0<\/span><\/p>\n<h3><span id=\"What_does_the_Hybrid_Chat_platform_bring_to_customer_service\"><b>What does the Hybrid Chat platform bring to customer service?<\/b><\/span><\/h3>\n<h3><span id=\"1Enhancing_the_productivity_of_staff\"><b>1.<\/b><b style=\"font-size: 16px;\">Enhancing the productivity of staff.<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Hybrid Chat platform produced based on Artificial Intelligence aims to improve the quality of customer service by bringing information related to the conversation between operator and customer at this moment, this helps operator handle conversation easier.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, the Hybrid Chat function of EM&amp;AI Virtual Agent platform can know customer\u2019s intents by using the ability to predict, then gives suitable responses and operators can respond immediately. Besides, virtual assistant can support operators better by using the learning function, this means it can learn from the conversations between staff and customers.<\/span><\/p>\n<figure id=\"attachment_1689\" aria-describedby=\"caption-attachment-1689\" style=\"width: 700px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1689\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/hybridchat-1024x706-1-300x207.png\" alt=\"\" width=\"700\" height=\"483\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/hybridchat-1024x706-1-300x207.png 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/hybridchat-1024x706-1-768x530.png 768w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/hybridchat-1024x706-1.png 1024w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><figcaption id=\"caption-attachment-1689\" class=\"wp-caption-text\">Hybrid Chat platform improves the productivity of staff<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<h3><span id=\"2_Improving_the_quality_of_customer_service\"><b>2. Improving the quality of customer service.<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Hybrid Chat platform is a combination of the accuracy, speed and ability to analyze of the virtual assistant and the flexibility of staff. This helps businesses meet the customer\u2019s demands. Therefore, businesses can handle a huge number of requests without increasing the number of staff. This not only helps companies in saving money but also enhances the quality of the customer service.<\/span><\/p>\n<h3><span id=\"3_Reducing_the_risk_of_bad_customer_experience\"><b>3. Reducing the risk of bad customer experience.<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">There are some customers who think that it is not good to communicate with a \u201crobot\u201d, so they usually want to interact with the consultant initially. Hybrid Chat platform will send customer\u2019s demands to staff immediately, so the waiting time of customers can be reduced as much as possible. Furthermore, staff can give assistance via Hybrid Chat platform.<\/span><\/p>\n<figure id=\"attachment_1688\" aria-describedby=\"caption-attachment-1688\" style=\"width: 700px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1688\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/giam-nguy-co-trai-nghiem-khach-hang-tieu-cuc-1024x573-1-300x168.png\" alt=\"\" width=\"700\" height=\"392\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/giam-nguy-co-trai-nghiem-khach-hang-tieu-cuc-1024x573-1-300x168.png 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/giam-nguy-co-trai-nghiem-khach-hang-tieu-cuc-1024x573-1-768x430.png 768w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/giam-nguy-co-trai-nghiem-khach-hang-tieu-cuc-1024x573-1.png 1024w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><figcaption id=\"caption-attachment-1688\" class=\"wp-caption-text\">Hybrid Chat platform reduces the risk of bad customer experience<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h2><span id=\"How_does_the_Hybrid_Chat_platform_work\"><b>How does the Hybrid Chat platform work?<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">In some situations that customers want to work with staff, virtual assistant would send a service ticket to staff so they can continue the conversation immediately.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Hybrid Chat\u2019s AI-based feedback suggestion helps staff do their jobs easier. In addition, the function of labeling and classifying customers also supports businesses to give the priority of each customer group, the urgency of the problem, ensure the optimization of the consultant\u2019s availability, the waiting time and the opportunities to support customers.<\/span><\/p>\n<figure id=\"attachment_1687\" aria-describedby=\"caption-attachment-1687\" style=\"width: 700px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1687\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/hybridchat-mo-hinh-hoat-dong-1024x489-1-300x143.png\" alt=\"\" width=\"700\" height=\"334\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/hybridchat-mo-hinh-hoat-dong-1024x489-1-300x143.png 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/hybridchat-mo-hinh-hoat-dong-1024x489-1-768x367.png 768w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/hybridchat-mo-hinh-hoat-dong-1024x489-1.png 1024w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><figcaption id=\"caption-attachment-1687\" class=\"wp-caption-text\">How does the Hybrid Chat platform work?<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">With these strengths, Hybrid Chat platform can help businesses to transform service number step by step, handle the balance of the digital transformation, improve the quality of the service and let staff familiarize with new technology. This is also the preparation for the digital transformation of all the businesses.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you want to know more about the digital transformation, please leave your information <\/span><a href=\"https:\/\/emandai.net\/\"><b><i>here<\/i><\/b><\/a><span style=\"font-weight: 400;\">, we will contact and give you assistance for your concerns.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>According to McKinsey, to transform customer service number in the beginning period, businesses need to&#8230;<\/p>\n","protected":false},"author":1,"featured_media":1239,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[331],"tags":[447,283,440],"_links":{"self":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1686"}],"collection":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/comments?post=1686"}],"version-history":[{"count":5,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1686\/revisions"}],"predecessor-version":[{"id":1703,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1686\/revisions\/1703"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media\/1239"}],"wp:attachment":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media?parent=1686"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/categories?post=1686"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/tags?post=1686"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}