Artificial intelligence (AI) is transforming business, and AI-powered chatbots are proving to be a viable customer support channel. The finest ones provide a customer experience (CX) that makes it impossible for customers to distinguish whether they are speaking with a human or a robot. Customers’ requests and queries have come a long way in terms of AI detecting the substance – and context – of their requests and questions.
With 50% of consumers not caring whether they are working with humans or AI-enabled assistants, bot-driven automation can surely bridge the gap in the customer service hierarchy and ensure value.
Customer care chatbots typically respond to questions based on keywords. The most fundamental systems are documented retrieval systems. This might be aggravating at times.
Consider how many times you’ve asked Siri or Alexa a question and received an incorrect response. Keywords are recognized by the computer, but the context in which they are used is not always recognized. To put it another way, the computer does not recognize how individuals speak organically. This is quite inconvenient for the customer. These technologies, including Siri and Alexa, have gone a long way and are still improving.
Here are four ways AI and chatbots are transforming customer service and consumer experience:
1. 24X7 Available
Customer service is all about convenience, which includes customer care that is available 24 hours a day, seven days a week. The never-sleeping chatbot is a cost-effective yet powerful approach to giving basic help. Devine provided a great example of this. The available chatbots in banking businesses are so advanced that it is using past interactions and can execute some of the same functions as a real contact center rep, such as amending invoices, answering basic account balance inquiries, and more.
Customers receive the same level of assistance as if they were dealing with a support representative.
2. No Need to Wait with Chatbot
Customers are often scared away by long lines.
With 75% of customers departing due to excessive wait times, it’s safe to assume that “not getting rapid responses” is one of the most common customer complaints and a major cause of client turnover.
When used in conjunction with other communication channels, a chatbot can assist you in providing rapid responses to client questions.
3. Minimize Customer Support Costs
Chatbots can help reduce customer support costs without sacrificing service quality.
Bots can help your company save money by reducing costs associated with hiring more support workers, providing support training, and maintaining a solid support infrastructure.
Deploying a customer care chatbot can help you manage multiple conversations at once and handle a higher volume of customer requests while keeping expenses down.
As a result, you should budget to invest in artificial intelligence for customer service to cut expenses while still providing an excellent chatbot user experience.
4. Track Customer Satisfaction KPIs
At least once in their life, three out of five millennials have used chatbots.
It indicates that clients are content with the chatbot and have become accustomed to it.
When creating a customer support chatbot, one of the most important things to remember is to identify the bot’s ultimate goal and determine whether or not those goals have been reached.
The essential indicators to measure your customer service are the Customer Satisfaction Score (CSAT) or Net Promoter Score (NPS).
You’ll be able to tell how delighted your consumers are interacting with your bot with the help of these KPIs. Based on the scores, you may alter your bot flow to improve the chatbot client experience.
Chatbots are Transforming Support with AI
Overall, chatbots are what businesses need to provide quick and frictionless answers to their customers’ questions. True, many clients still prefer traditional phone service over AI-powered chatbot options. However, the day will come when customers of all ages welcome chatbots with open arms.
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