Customer Service Chatbots

Artificial Intelligence

1312 Views
3 Apr 2022
9 Min read

Importance Of AI In Customer Service Chatbots

When it comes to addressing the continuously changing expectations of new-age customers, traditional customer service falls short. As a result, organizations that continue to use outdated methods must adapt to provide better experiences to clients at every stage of their journey.

Here, AI-enabled customer care chatbots debut in the support sector since they can automate sales and marketing verticals and support operations. Bots-driven automation can undoubtedly fill the gap in the customer care hierarchy and assure value, with 50% of consumers not caring whether they are dealing with humans or AI-enabled assistants.

It is simple to provide better prompt support at multiple touchpoints of the customer journey, streamline procedures, and increase the amount of customer engagement by using AI enabled customer service bots.

What Is A Chatbot For Customer Service?

Customer care chatbots are created to assist customers throughout their journey. The clever customer service bot can answer up to 70% of simple, FAQ-oriented client questions, connecting customers to more information or resources on your website.

Such chatbots also benefit from lowering the quantity of contact center inquiries received, allowing customer support personnel to focus on more difficult client issues rather than regurgitating information that might be automated or located in a FAQ.

Chatbots In Customer Service: 5 Key Advantages

Many firms incorporate AI chatbots into their customer care to enhance response times and reduce operating costs. Because bots can swiftly answer simple questions, your team will have more time to focus on more complicated issues and contribute to a better customer support experience. Artificial intelligence (AI) application to customer service chatbots can help with support in various ways and to different degrees.

Provide Immediate Assistance

Customers are often scared away by long lines. With 75 percent of consumers leaving because of long wait times, it’s safe to conclude that “not getting immediate responses” is one of the most common customer complaints and a key driver of customer turnover.

When used in conjunction with other communication channels, a chatbot can assist you in providing rapid responses to client questions.

Julie from Amtrak is an excellent example of making the most of a customer support chatbot. It uses an extensive knowledge base of travel information and policies across the Amtrak system to respond quickly to inquiries.

In a year, the bot has responded to about 5,000,000 support requests. Amtrak, for example, has seen a 25% boost in reservations and a 30% increase in income as a result of Julie’s efforts.

Advantages Of Using A Customer Care Chatbot For Support

  • You may educate your customer service chatbots to anticipate the demands of your customers and provide suitable responses.
  • Bots can be deployed as the first point of contact to reduce customer turnover and make complex issues more human-friendly.
  • Implementing chatbots can be an intelligent method to provide fast service without making clients wait if your firm receives repetitive inquiries.
  • Even if chatbots can’t address an issue right away, they can at least deliver an immediate response relevant to the customer’s inquiry and leave a positive impression.

Improve The Customer Experience

Conversational support of high quality is always one of the most significant components of the client experience. When you utilize customer support chatbots, you can respond to customers’ demands in real-time, increasing their trust in the brand.

A website chatbot or a messaging app can provide a certain level of service 24 hours a day, seven days a week.

Tips for delivering a better client experience with a customer service bot

  • Find out what the problem is and how serious it is.
  • Send the ticket to the proper department or individual.
  • Move it to the front of the line, depending on the amount of urgency.
  • Assist the customer in scheduling a chat or phone call during business hours to eliminate any doubt.

Stay Accessible 24*7

Customers expect e-Commerce/online shops to provide customer support 24 hours a day, seven days a week, according to 43 percent of consumers. In contrast, a small percentage anticipate the same but for 12 hours a day/7 days a week.

Naturally, since customers want enterprises to be available at all times, a faster resolution speed is at the top of their wish list. Providing a prompt response and addressing a problem on the first contact is significant for client retention.

This is one of the main reasons why chatbots are being used to provide improved customer support 24 hours a day, seven days a week. Even when the support personnel is unavailable, the customer care chatbot can access the extensive resources and deliver timely solutions. Engaging clients at their preferred time increases customer satisfaction and loyalty.

Best Practices For Providing Round-The-Clock Help With AI-Powered Customer Care

  • Use the bot to keep your consumers engaged by responding quickly to popular questions.
  • Customer support chatbots can immediately respond to simple questions, reducing the number of support tickets.
  • Trust the customer support chatbot template to free up agents’ time to focus on the most critical areas of customer service.

Ensure A Continuum of Hybrid Support

There are three possibilities for businesses who want to provide live chat support:

  • Live chat
  • Chatbots
  • Hybrid approach of using both  

A good mix of both communication channels will help you provide superior customer service. When you provide hybrid assistance, you can strike a balance between giving your support personnel a break and providing skilled services to your leads.

It’ll be the equivalent of embedding your bot at the first stage and relegating human help backstage. Companies may use bots to automate repetitive requests while ensuring that complex queries are easily forwarded to a human representative.

Tips for Delivering Hybrid Support And Customer Service Chatbot

  • Before giving hybrid help, you must first gain a deeper grasp of live chat vs. chatbot by knowing the benefits and drawbacks of both platforms.
  • So that clients are not inconvenienced, there must be a seamless transition between the customer support chatbot and human representatives.
  • It’s critical to have faith in hybrid support to limit the number of touchpoints required for full resolution.
  • When the bot cannot resolve the query, it must be directed to the agent for an immediate and effective solution.

Obtain Simple Scalability

The first thing every customer-centric company can ask for is the ability to scale support. There are instances when a sudden increase in traffic is unavoidable, such as during the holiday season or peak hours. How would you handle a rush like this with the same support system?

Adding more support professionals, providing training, and other issues will undoubtedly arise. Adding chatbots to customer service can help you avoid these problems while also providing the scalability to manage real-time conversations. Furthermore, because a chatbot’s cost is something you can readily work on, doing so is cost-effective and straightforward.

Furthermore, chatbots in customer service can assist you in increasing business productivity without incurring additional fees or resources.

How Can Excellent Customer Service Chatbots Help You Scale Support?

  • Scalability is readily balanced by both chatbots and live chat. The bot will handle simple inquiries, while difficult ones will be referred to a person for assistance.
  • Bots may conduct endless conversations, regardless of time or volume, leading to increased customer satisfaction and business growth.

Conclusion

Artificial Intelligence is now a key component of user engagement initiatives, and it’s revolutionizing how firms give customer assistance. Because AI is becoming more widely used, brands are increasingly turning to customer care chatbots to provide rapid responses and decrease the need for two-way human engagement.

Similarly, AI-powered bots have aided in reducing operational costs, resulting in increased customer satisfaction. As things stand now, chatbots will have more advanced Artificial Intelligence (AI) and Machine Learning (ML) skills to grasp the context and sentiments of consumer inquiries and guarantee that the response is similar to the language used by the users.

If you wish to learn more about artificial intelligence chatbots, contact the ONPASSIVE team.

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