How Chatbots are Affecting Customer Service for the Good?


Chatbots are an essential topic in the era because, whether we realize it or not, technology is rapidly becoming a greater part of our everyday lives. More organizations are adopting them to communicate with consumers alongside the now-classic channels of phone, email, and social media, owing to the promise of intelligent round-the-clock digital help. 

According to a recent research, 53% of service organizations anticipate to utilize chatbots within the next 18 months, implying that the technology will play a significant role in the near future. Chatbots are used in the workplace to increase productivity and efficiency in a variety of ways. Simultaneously, all-purpose virtual assistants like Amazon’s Alexa, Apple’s Siri, and Google Assistant are quickly becoming the preferred interfaces for customers to interact with companies across industries.

But what’s the story behind the chatbot’s meteoric ascent to fame? Are they truly successful at providing customer service help, and what influence do they have on the customer experience? We’ll look at what organizations should know about chatbots and what they can do to take advantage of this technology in the sections below.

A Brief about Chatbots

A chatbot (short for “chat robot”) is a computer software that replicates human interaction, either through voice or text communication. Such applications may now be customized and utilized in a number of different ways. 

  • Chatbots that use smart speakers to converse
  • Chatbots that can communicate with smart home gadgets
  • Chatbots that work with SMS, Facebook Messenger, WhatsApp, and LINE are examples of popular chat and messaging applications.

People can easily engage with software that helps locate answers quickly in addition to having a conversation with a human (such as a sales salesperson or a support agent). A chatbot may communicate with a consumer by typing or speech. More significantly, it may have an impact on a customer relationship by responding to requests more quickly while still satisfying expectations. Altogether, Chatbots may free up customer service employees to apply their emotional intelligence to more complicated enquiries by providing quick replies around the clock.

How are AI Chatbots Utilized in the Business?

Business-to-consumer (B2C) and business-to-company (B2B) AI chatbots may be custom-built to satisfy a variety of special business demands. The following are some of the most common business scenarios:

1. Providing Assistance of Call Centers

Customers may accomplish operations such as changing passwords, seeking account balances, and making appointments without speaking to an agent by communicating with an AI chatbot via a call center application.

2. Providing Assistance to Businesses

A company’s back-end systems, such as inventory management or customer relationship management, can be connected with chatbots. An AI chatbot may assist sales people find phone numbers rapidly, or a human resources staff complete employee onboarding more swiftly.

3. Work as a Personal Assistants

From a mobile device, browser, or chat platform, chatbots may assist customers navigate their everyday lives and accelerate operations such as purchasing groceries or planning a trip. Apps like Siri and Microsoft’s Cortana, as well as hardware like the Amazon Echo with Alexa and Google Home, all use chatbots as personal assistants.

What Role Do AI Chatbots Play in the Consumer Experience?

Customer expectations are quickly rising as a result of digital disruption. Consumers nowadays are better educated and less loyal than previous generations. They want unique experiences built on trust and understanding, and they’ll go out of their way to discover them.

Not only do 80% of customers feel that a company’s experience is just as essential as its products and services, but more than two-thirds (67%) say their expectations for outstanding experiences are higher than ever. The pressure is on for businesses to get the customer experience right, with 76 percent of consumers believing it’s simpler than ever to take their business elsewhere.

AI chatbots can help with this. While chatbots cannot replace humans, they may enhance the support-chat experience by providing a nice greeting and clear paths to getting what clients need – quickly.

1. Reducing the Amount of Time Customers Have To Wait

Customers can spend less time waiting in lines if they use chatbots. Instead of waiting for an email, a phone call, or a response from another channel, people may obtain fast answers to basic queries (such as order status, store hours, or locations) via a chat window.

2. Resolving Customer Service Issues 

Bots may also be a company’s partner in the quest to address support problems as rapidly as possible. This is because they can quickly respond to simple queries from clients in order to keep them happy, and they can do it again. As a result, there are fewer instances for support agents to address.

3. Managing Customer Questions with Effective Redirects 

Another advantage of AI chatbots is that they may greet clients with a personalized greeting in a chat window and promptly route them to the resources they require.

4. Providing Leads to Agents 

AI chatbots can assist start up discussions that human agents can follow up on by managing early support encounters with a client or prospective customer. A bot may, for example, ask a series of pertinent questions and collect an email address, resulting in a better qualified lead being delivered to a sales professional, who can then utilize the information to customize future customer encounters.

What Does the Future Hold for Chatbots?

To address that topic, we must study the chatbot platform phenomena. The popularity of messaging applications has risen dramatically in recent years, from Facebook Messenger to WhatsApp, Slack, and LINE. Not only are these applications attracting more users, but they are also being used for longer periods of time. Apple, Google, Facebook, and other major technology firms have responded by transforming their messaging programmes into “chatbot platforms. 

The evolution of KAIT’s AI and chatbot technologies will usher in a new age of text- and voice-enabled user interactions that will transform the consumer experience. According to the findings, high-performing service teams are generally ahead of the curve when it comes to building AI chatbots to supplement their human agents and provide customer service support. Chatbots are assisting businesses in staying ahead of the competition in an age where speed of service is more important than ever.

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