2018 is a sign of digital transition and traditional means email data of communication are being questioned like a technical hotline. This digital transition brings its share of novelties and beliefs through new technologies. The digital transformation and its technologies have generated new expectations and a new mode of consumption. Today, 74% of Internet users use these tools before making a purchase. The desire to make a digital transition raises certain questions. What will become of traditional communication channels such as a hotline? These channels which are often criticized but which remain the number 1 customer service channel.
We know today that despite digitalization, means of communication such as a hotline will remain. This continuity will persist for the human aspect that is behind this commercial and marketing action. Few people want a robot to answer them.
So we may ask ourselves why it is still necessary to call a Hotline in 2018?
With the digital transition, the technical means to respond to customer requests are very diverse. However, a question arises today: What means are used for requests that remain basic. Many think of artificial intelligence, but it is not yet really developed. If we take the example of chatbots, you will only have a weak artificial intelligence incapable of getting out of a predefined situation. It is for the vast majority of cases a succession of predefined scripts established in advance. So yes, they are very effective in responding to basic requests. However, they are currently incapable of responding to complex requests. In more technical jargon, they are capable of performing level 1 actions.
For more technical questions, the presence of the human factor remains essential. Indeed, even if a hotline can have bad press, studies show us that the human factor remains the keystone of customer relations.