This post was sponsored by Clarus Communications, a leading technology services distributor and part of the Telecom Decisions Makers (TDM) family of brands.
A new era in channel management is here, with agents increasingly leveraging artificial intelligence (AI) to enhance customer experience and boost revenue — and AI-powered chatbots are one of the most disruptive examples.
AI chatbots, or virtual assistants, streamline customer service by offering around-the-clock support and availability. Read ahead to learn why they are a game-changer for agents and how Clarus Communications is paving the way with Charlie, a purpose-built chatbot for technology distribution.
What are AI chatbots?
AI chatbots are software applications that use artificial intelligence and machine learning to engage in advanced, text-based conversations with end-users. Chatbots work alongside agents, serving as go-to resources while also positioning agents at the forefront of technological innovation.
While traditional rule-based chatbots have been around for decades, these systems lacked the ability to comprehend complex user inputs. This has changed thanks to the emergence of new generative AI models, which give chatbots unprecedented power and flexibility.
The next generation of generative AI-based chatbots can instantly interpret user queries with full context and awareness. They are more responsive than previous versions and capable of accommodating a much wider range of requests.
How AI chatbots support technology agents
2023 was a turning point for AI adoption in the channel, with more partners warming up to the idea of using intelligent tools and services to guide customer interactions. A recent Canalys poll shows that 41% of partners are now optimistic about the opportunities associated with AI — indicating “a significant shift in momentum and an increase in optimism within the partner community.”
Of note, agents aren’t the only ones demanding access to AI services. Further research from Salesforce reveals 83% of buyers expect companies to use new technologies like AI to create better experiences. And 89% of B2B customers say the experience a company provides is equally as important as its products and services while 82% are willing to pay more for a great experience.
Chatbots present an easy and cost-effective way for agents to begin using AI in their daily operations.
By using chatbots, agents can unlock numerous advantages including:
- Faster responses: With chatbots, customers don’t have to wait for updates and requests. Chatbots can provide rapid-response service with real-time insights.
- Improved productivity: Chatbots automatically respond to customer requests, eliminating manual labor and freeing agents to spend more time focusing on high-value work.
- Additional value: Agents can use chatbots to track inventory data like location information, authorized users and suppliers. This makes it easier to troubleshoot service issues.
Key considerations for deploying AI chatbots
Deploying chatbots requires transitioning from manual support to automated, AI-driven interactions. To fully leverage the potential of AI, agents must also shift their mindset and be open to new and more efficient ways of working.
Above all else, agents must trust the tools they are using to handle complex customer interactions — especially after-hours when live support and intervention is unavailable.
As such, it pays to be selective when sourcing and integrating AI tools like chatbots. Not all AI tools have the same level of quality and support. And despite the abundance of open-source tools and databases, building a chatbot is time-consuming and risky.
Here are some common challenges that come with deploying AI chatbots:
- Accuracy: Chatbots are prone to quality issues and may occasionally produce confusing or misleading answers. For example, H&R Block and TurboTax are both experiencing accuracy problems with their customer-facing generative AI chatbots. Before selecting a service, be sure to thoroughly evaluate the platform to see how it responds to different types of user inputs.
- Reliability: Chatbots always need to remain up and running, especially when they are client-facing. However, chatbots — like most technologies — are prone to unexpected outages. For example, ChatGPT recently crashed and was inaccessible for 90 minutes, leaving users unable to access the service. To ensure maximum reliability, work with providers that have exceptional SLAs and real-time monitoring and alerts.
- Security: Chatbots can open the door to risks like data theft and malware. Threat actors often target chatbots for vulnerabilities that they can use to gain access to private resources. When implementing AI chatbots, you’ll want to loop in security teams to protect data and identities. It’s also necessary to have security features in place like encryption and access controls.
- Data depletion: AI chatbots rely heavily on training data to learn and improve. But since chatbots handle routine tasks and queries, this could potentially limit their problem-solving capabilities over time. To avoid this issue, it helps to work with a partner that diversifies training data and implements continuous learning mechanisms.
Charlie: Clarus’ new chatbot for telecom quoting
Clarus Communications now offers Charlie, the industry’s first AI chatbot designed exclusively for Clarus agents.
Built on the Falcon AI large language model (LLM), Charlie raises the bar for customer support by delivering unmatched convenience and efficiency with the following features:
- Provides instant quotes with accurate pricing details.
- Informs agents about the latest commission structures and incentives.
- Performs rapid serviceability checks for any location in the United States.
- Connects agents with supplier channel managers, providing contact details and availability updates.
Charlie is available on multiple platforms including Teams, web chat, and SMS. It’s also customizable and can be white-labeled and integrated into any agent platform with full branding. What’s more, agents can place Charlie directly into a client’s environment to help with data discovery and management or connect it to Salesforce for unlimited scalability.
Of note, Charlie was designed by an expert team led by Adam Duke, who is a seasoned veteran in technology expense and data management. Thanks to Adam’s guidance and enterprise experience, Charlie understands the nuances of technology inventory — resulting in a unique tool that can help make accurate, data-driven decisions.
Experience Charlie in action
There has never been a better time to be an agent, with powerful new AI technologies coming to market and transforming channel management.
Clarus is on the cutting edge of this trend, as a leading technology solutions distributor that’s deeply committed to empowering agents and serving customers. By working with Clarus and Charlie, agents can move with greater speed and precision while positioning customers for success.
To learn how Charlie can turbocharge your channel management strategy, contact Clarus today.
