I am sure you have heard about AI Powered chatbots by now. If not; let me quickly give you an overview.
Going by the most colloquial definition; Chatbot is a computer program designed to simulate a conversation with human users. This conversation can happen on any of the chat mediums — Website Live Chat, Facebook Messenger, Kik, Skype, etc. It uses an Artificial Intelligence technique called Natural Language Processing to understand what customer is talking & responds back accordingly. It also learns over time to respond to new things with the help of ongoing training. Isn’t it fantastic? Now you can have a virtual agent which can talk to your customers in a personalised way. Also as this is a computer program; it can scale. It can handle way more requests than a human agent.
If you are in a business where you deal with a lot of customers then there are chances that you already have customer service team. This team generally talks to customers over the phone, email or live chat. There is a good possibility that this team is engaged in lots of repetitive type of conversations with your customers. For e.g. If you are e-commerce business then it can be related to order status, order delays, changes to be made to the shipping address, etc. If you are a financial services company helping customers to improve their credit score then it can be related to login issues, applications status, quotes for closing credit cards, etc. Answering such requests is a big drag on the team because of 2 reasons. They are usually huge in volume & it leaves them less time to attend to customers with real pain points.
As you know Customer Service is one of the most important aspects of your business. If done in a right way it also reinforces your brand amongst customers. With human team comes challenges of training new team members, implementing standardisation in the way they talk, ensuring their availability, etc.
Using chatbots businesses can save huge costs as articulated by Karen here. Apart from saving huge money, they provide a way to engage with customers in a standardised way. It can scale as per the needs. It will help you maintain a team of agents which can truly focus on deep & rich customer conversations.
This is the era of instant gratification. Customers especially millennials want 24/7/365 engagement & on the channel which they love & use. It is imperative for the businesses to use automated ways to provide customer service & tackle above mentioned challenges. It will help you stay ahead of the curve.