How to use CAPTCHA in a conversational interface?

In today's digital world, robust authentication mechanisms are an absolute necessity. With the increase in cybercrime, it is essential to protect personal and sensitive information. As stated in the last OWASP 2023 Top 10 Vulnerabilities report, authentication mechanisms are the first line of defence against unauthorized access to online accounts. Furthermore, the new ISO 27001:2022 certification standard dedicates specific controls and clauses to ensure secure authentication procedures.

A robust authentication mechanism is the key to unlocking a great number of self-services. For example, making financial operations, changing insurance policy details or consulting medical test results are operations that individuals can perform online if they pass a strong authentication screening.

However, there are situations where robust authentication mechanisms are not possible. This is the case of quote&buy journeys, where customers are not registered and identified apriori, but also when agents and advisers are about to request some actions on behalf of their clients.

In such cases, the list of self-serve services experiments a physiological reduction because some critical actions won’t be accessible to an unidentified user. Reducing the risk of robots and Denial of Services attacks is also important by using additional security measures like CAPTCHA codes and other techniques.

CAPTCHAs, in particular, are a popular security measure used to prevent automated attacks by requiring users to prove they are human and they nicely fit conversational interfaces. A handy-style text over a noisy background is generated and displayed to the user as an image. Automated Optical Character Recognition (OCR) detectors won’t be able to easily guess the keyword by reading the image.

The main three requirements for a good CAPTCHA code generator are:

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How can customer service operations save money?

5 min read

Efficient and effective customer service operations can significantly impact a company's finances. By providing customers with prompt and accurate information, unnecessary communication exchanges can be avoided. Moreover, businesses can utilise data analytics and customer feedback to pinpoint areas for improvement in their products or services, resulting in cost savings by reducing inefficiencies and waste. Lastly, investing in the training and development of customer service agents can boost employee satisfaction and retention, ultimately minimising the expenses associated with turnover and recruitment. Prioritising customer service operations can greatly influence the company's bottom line.

 

1. Provide timely and accurate information to customers

Providing timely and accurate information to customers is crucial in maintaining a solid relationship with them. When customers have access to the information they need in a timely manner, it not only increases their satisfaction but also builds their loyalty towards the company. By promptly addressing their queries and concerns, businesses can reduce the number of follow-up inquiries and complaints, saving valuable time and resources.

Moreover, ensuring that the information provided is accurate and complete is equally essential. Inaccurate information can lead to customer misunderstandings and frustrations, potentially damaging the company's reputation. By prioritising accuracy, businesses can avoid unnecessary back-and-forth communication and prevent potential misunderstandings.

This approach not only improves customer satisfaction but also streamlines internal processes. One of our clients did this by implementing conversational process automation for the pre-authorisation of medical claims. They reduce the time to provide an outcome to their customers by 20 times from 40 to 2 minutes

 

2. Use data analytics and customer feedback to improve services

Data analytics and customer feedback are crucial to improving customer service. By carefully analysing data and feedback, businesses can gain valuable insights into areas where their service may be lacking and take proactive steps to make necessary improvements. This process involves closely monitoring customer interactions and identifying patterns or trends that can help identify areas for enhancement.

Data analytics plays a vital role in understanding customer behaviour and preferences. By analysing customer data, businesses can comprehensively understand their customers' needs, preferences, and pain points. This information can then be used to tailor products, services, and communication strategies accordingly, resulting in a more personalised and satisfying customer experience.

Additionally, customer feedback is a valuable source of information for businesses. By actively listening to customers and considering their feedback, companies can identify specific areas where their service may be falling short. This feedback can highlight pain points, identify recurring issues, and provide insights into what customers value most. With this information, businesses can make targeted improvements to enhance customer satisfaction and loyalty.

To harness all the data generated by the conversational processes, at Spixiii, we created a specific data model that feeds robust graphical representations of data. One representation is the conversational paths customers take when interacting with the chatbot. The other representation is process-led and represents all the KPIs in reporting dashboards.

 

3. Invest in training and development for customer service agents

Investing in training and development for customer service agents is a crucial aspect of improving customer service operations. Companies can ensure that their customers receive high-quality service by providing agents with the necessary skills and knowledge. These training and development programs can encompass various areas, such as effective communication, problem-solving techniques, and in-depth product knowledge.

By investing in the development of their agents, companies empower them to handle a wide range of customer inquiries and issues. This increases customer satisfaction and builds trust and loyalty towards the company. Well-trained agents can efficiently address customer concerns, provide accurate information, and offer practical solutions, resulting in a positive customer experience.

Furthermore, ongoing training and development programs enable customer service agents to stay up-to-date with changes in services. In today's rapidly evolving business landscape, agents must have current and accurate information about the company's offerings.

Investing in the training and development of customer service agents also benefits the company. Well-trained agents are more confident in their roles, increasing employee satisfaction and retention. This reduces the expenses associated with turnover and recruitment, as companies can retain skilled and knowledgeable agents in their customer service teams.

Equipping your customer service operations with conversational process automation can free up time for your agents to attend training while reducing their stress,

 

For more information on conversational process automation and how it can help your customer service operations to save money, you can download a copy of the most recent Spixii white paper ⬇⬇⬇

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Spixii White Paper

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Discover how to execute high-value processes sustainably. Included in the White Paper:
  • Expanding propositions with digital
  • Conversational Process Automation (CPA) deep dive
  • De-risking the transition to automation