Business owners already know the importance of instant messaging technology.
They know the advantages of a functional customer support system and the implications of a mediocre one.
With the artificial intelligence chatbot space growing, the idea of having a personal assistant you can beckon to meet your requests is commonplace.
With an eye on the future, the foray of AI chatbots into business means organizations must know how to take advantage of this innovation as an increase in human-machine interaction is inevitable.
Five ways AI-powered chatbots will enhance your customer support are:
1: Chatbots Facilitate Speedy and Immediate Response to Customer Inquiries
With the preference for instant messaging to email in today’s modern business climate, the need for AI-powered chatbots is beyond deliberation.
By definition, instant messaging leads to instant responses. In the context of customer support, this means quick, on-demand responses and assistance to inquiries.
An increasing number of customers (particularly millennials) have shown a preference for bot-enhanced support when they contact a company, as opposed to a phone call or email.
Moreover, chatbots do not sleep. They require no waiting time to engage customer requests no matter the time of the day or night.
Businesses that integrate artificial intelligence chatbots in their IT Help Desk can geometrically increase their customer engagement and retention.
2: Chatbots can be your First Line of Defense to Frequent Customer Inquiries
Based on common requests by clients, chatbots can be programmed to automate repeatedly asked questions.
With 80% of the same questions asked most of the time, FAQ’s as well the recommendation of new products and services can be handled by chatbots.
The more complicated stuff is sent to a live customer service agent.
Furthermore, through natural language processing (NLP), chatbots can listen to a live customer agent answer the more difficult questions and learn how to answer such in the future.
As a result, the chatbot gets smarter over time as it handles more complicated queries easily.
3: Depending on the Build and Caliber of the Chatbot, Automation makes Life Easier
Although AI chatbots shouldn’t be seen as replacements for live support agents, automating tasks formerly handled by human support will result in a smoother business operation.
A high caliber AI chatbot will handle a high volume of queries. Nevertheless, IT support must offer their customers the option for human interaction when communication between bot and human hits an impasse.
Thus, it’s crucial while developing a chatbot for businesses to leave ample room for human support representatives to tackle a wide variety of customer issues.
Letting chatbots do the initial heavy lifting in customer service will better prepare human support staff to solve customer problems.
4: With the Use of AI-powered Chatbots, Customer Metrics and Analysis can be better Monitored and Used to Develop a Better Customer Experience
The cognitive technology behind chatbots enables them to identify customer inquiries, interpret responses and provide well-curated feedback.
With the ability for intelligent chatbots to learn on the job, the chances of misinterpreting a customer inquiry or offering incorrect answers are reduced.
Chatbots are especially helpful when consumer metrics are used to predict likely queries. This predictive analysis can be used to solve problems before they arise.
This may not begin upon deployment, but with time and multiple interactions between bot and humans, predictive analysis enables chatbots to get better at what they do.
5: Automation through the use of Chatbots will Reduce Expenditure in Employee Training
Rather than employ more human reps, businesses will fare better as they automate several tasks.
The process of training an employee is time-consuming, not to mention expensive. However, chatbots can simplify the process as well as reduce spending.
In the area of recruiting, it’s said that about 75% of applicants are unqualified for the jobs applied for. With the ability of AI-powered chatbots to engage and pre-screen applicants, the recruiting process is automated.
And even after recruitment, the chatbot is ever-present to assist the employee.
Although a chatbot that can make you a cup of cappuccino may not augment your bottom line, bot-enhanced support should ease out customer experience, surpassing their expectations.