Chatbots are remodeling customer service industry.

When you contact the customer service of a certain company through the medium of chat, it is more than possible that you can interact with a virtual assistant specifically designed to give you support. It is about chatbot. That AI-powered product which maintains a conversation via auditory or textual methods. Learning from every conversation, this clever computer program will be able, very soon, to help you with every question you have.
The first advantage of this technology is expressed by the fact that it may be used in a very effective way in order to automate a simple question. And this already represents a big step forward. Imagine that this step means almost 80% of the overall possible inquiries. Being a repetitive procedure, the chatbot already “masters” such kind of questions and to give an appropriate response becomes an automated process. A real agent, by the way, takes attitude only when the bot cannot answer. So when a bot crashes, the question is automatically send to that real agent who can help in a certain situation and provide a better explanation. By the time, the chatbot is not “resting” anyway. It “hears” the applicable answer and literally learns how to react to such a question in the future. In line with the above, it is interesting that the strongest element of this approach to consider is that the system gets smarter day by day with every conversation, managing to automatically respond to increasingly more questions. Looking ahead, it is obvious that the bots can be helpful for both internal teams on the one hand and external teams of customer service on the other.
A similar situation takes place with the FAQs, that means (frequently asked questions). An interesting aspect in this regard is that nobody is reading the FAQ webpage of a certain company. Having a question or a problem to solve, customers prefer just to send an email to the company, or to use their favorite channel of communication to get in touch with it. This is so simple and convenient for all of us. You can directly ask questions and the bot will automatically answer. Using AI-based agents, it becomes possible to analyze a document and to answer any questions with reference to it.
Another beauty of such a technology is mirrored in the experience of learning. Within the customer service segment, as in many and many other segments, by the way, the chatbot is developed for becoming smarter. When we are talking about confidence, the following question arises: how does a customer service chatbot know if it has to answer a question or has to transfer it to a real agent? When a chatbot receives a question, first of all, it will try to provide an answer. Using a confidence scale, the answer will be analyzed. If the confidence score is below the expectations, the bot will send that question to a competent agent and will listen to the response. Simultaneously, that response will be compared with the agent’s one and in such a way the artificial conversational agents are becoming better in this sense. The key is to use this confidence scale hand in hand with active learning.
It is understandable that the way of transition from a usual life to a life fool of digitalization can be a little difficult for backward-looking generations. But there is a solution that Michael Mills, a senior vice president for CGS’ contact center division suggested. He recommended combining both, the chatbots and humans because these are some resources which can be “blended” in an excellent way in order to improve the customer service.
There are companies which already are saving approximately30% in the customer service sector by introducing chatbots. The need for chatbots in the customer service sector is growing with every year. More than 67% of consumers around the world used a chatbot for customer assistance in the past year and around 85% of all customer conversations will be sustained without a real agent by 2020. A chatbot also is able to save on customer service costs. It can speed up response times and answers up to 80% of repetitive questions. However, it is predicted that this percentage represents only the beginning of an era connected with technology-based software which is changing the rules and is revolutionizing the understanding of customer service field.