Use of AI Chatbot in Customer Service

The coronavirus pandemic has obliged all industries to grow their online presence to preserve company continuity and to maintain a good customer experience, and enhance their requirement to connect on a range of rising communication channels with customers and prospects on a distant basis. Technology is currently the glue that unites the digital industry.

Self-service and automation were already the norms before the COVID-19 crisis. Gartner says that, by 2023 in total, more than 60% of all customer service commitments will be delivered on digital and Web self-service channels. As customers expect a 24/7 service and a smooth experience, this trend is expected to improve customer experience and reduce costs. At the same time, the human component is even more essential than ever in today’s new “all-online” paradigm.

Technology must help agents execute their work best by freeing themselves from the more ordinary chores to achieve value and provide a more customer-friendly experience. A solid customer service procedure drives the success of each firm. However, it’s changing drastically how this procedure appears. 

AI Chatbot in Customer Service

A chatbot is a computer software programme that allows a customer to engage with a company or brand in a text format that resembles human-to-human communication. AI generally powers it.

While figures are impressive, a business case for AI Chatbot in Customer Service must also demonstrate the advantages to the company in terms of cost savings and enhanced procedures for customers and agents. Let’s check out the top five benefits of chatbot in customer support services:

● Instant Response

Although this is arguably the most apparent advantage of chatbots, it is critical to improving the customer experience. Customers do not enjoy waiting for assistance, and any wait time can lead to dissatisfaction and churn. At the same time, having an overabundance of live agents ready to reply to any incoming conversation instantly does not make financial sense. Chatbots are a more intelligent approach to ensure that consumers get the immediate answer they want.

● Cutting Down Expense

Chatbots also assist in classifying issues, allowing requests to be sent to the correct agent the first time. It takes time to have a live person answer the initial question and then manually categorize the ticket. A chatbot paired with automated routing can handle this procedure instantly and adequately, cutting down on the time and expense of moving a client between departments.

● Faster in Resolving Queries

While having a quick response is crucial, having a quick resolution is perhaps even more critical to the consumer. Customers don’t just want to be heard; they want action, and they want it now. Agents will be equipped with all the facts they need to handle the issue quickly, thanks to chatbots gathering information about the consumer and issue ahead of time. Another advantage is that if the agent has any follow-up questions, the customer may also respond in real-time.

● Improving Self-Service

Self-service isn’t new, but it becomes a game-changer when combined with machine learning and a chatbot interface. Chatbots have a reputation for routing and reacting to consumers incorrectly in the past. On the other hand, Chatbots can better lead consumers to answers that will truly assist them, thanks to machine learning and enhanced data. This will boost both deflection rates and customer happiness at the same time.

● Cost Optimization

Yes, chatbots assist in cost reduction by decreasing personnel. But it’s not just about saving money. As per a recent Forrester research, businesses should instead concentrate on cost reduction, as “companies that take advantage of chatbots’ bigger cost reduction possibilities can”:

  • With chat concurrency, you can scale up your business.
  • Automate end-to-end business operations 
  • Allow for new customer service models to be implemented.

We’ve seen various ways that AI and automation may affect agents and organizations to keep the graph expanding. One thing to remember is that AI isn’t here to replace humans; instead, it’s here to collaborate with them and increase productivity.

AI is capable of swiftly compiling and finding knowledge, but it fails to replace genuine human connections. As a result, it will provide us with additional options to accomplish and manage things better.

To delight your consumers and employees, you should adopt Artificial Intelligence, just like any other top business and industry giants like Google, Uber, and Amazon. The more quickly you interact with and assist consumers, the more likely they are to conduct business with you, lowering your turnover rate.

If you are looking for an AI-built chatbot tool for your business, then O-Chat by ONPASSIVE is an ideal tool. To know more about the product, contact us.