Chatbots have become mainstream in the recent past, especially over the last three years. With their ability to automate routine tasks and provide personalization at the same time, chatbots seem to have found their way into almost every industry at a steady pace.
In almost every industry, the customer service space has benefited the most from chatbots. Customer service chatbots enable your business to be synonymous with round-the-clock service and instant response while saving costs.
With customer service chatbots, end-users do not have to wait to get in touch with your customer support representative. This also frees up your customer support agent from having to answer simple queries repeatedly. Instead, their time is saved and they can focus on more complex queries that require human intervention.
What’s more, even the complex queries, that the customer service chatbot cannot handle, can be taken care of from within the chatbot itself. With chatbot-to-human handover feature, you can switch over from the bot to the human within the chat interface itself. The human agent can then address the customer’s queries, thereby ensuring a smooth experience for your customers.
When it comes to AI-based chatbots that can understand and interpret human language, Artificial Intelligence and Machine Learning allow the bot to identify the intent of users’ queries and resolve them accordingly. These kinds of chatbots need to be trained using AI and ML algorithms and simultaneously learn from every single interaction.
Customer service companies can bank highly on the chatbot’s ability to have a focused scope on a set of solutions which are predictable (troubleshooting, raising tickets or checking ticket status) and very high in volume (similar responses) in order to fully automate those segments and free up support agents to work on far more complex issues.
Customers no longer have to call support centers and can simply make a complaint directly through the commonly-used messaging interfaces. In the rare case, where the bot cannot handle the issue(s), it can always leverage Natural Language Processing (provided that it is well designed) and divert them to support agents.
Up to 80% of routine questions can be automated with the help of chatbots in customer service, as per IBM. Businesses can also reduce customer service costs by 30%. In fact, Rogers Communications has seen 65% increase in customer satisfaction, 13% overall decrease in contact volumes, and a 65% decrease in customer complaints after implementing chatbots in customer service.
It is safe to say that intelligent chatbots are increasingly becoming an important part of the customer service strategy given the myriad of benefits and ROI they have to offer.
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