Chatbots In Digital Transformation

Artificial Intelligence

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5 Dec 2021
8 Min read

What Role Does Chatbots Play In Digital Transformation?

When businesses realized the power of computers in the 1970s, they began investing heavily in developing robust data frameworks to organize their data. Over the years, the User Interface (UI), which started as a simple green screen to monitor information on mainframe computers, has evolved.

Corporations continued to update their user interfaces with each new advancement and, in most cases, clung to their record-keeping system. However, thanks to advances in Artificial Intelligence and Natural Language Processing, we’ve reached a new phase (NLP).

Today, most consumers use mobile devices, messaging applications, social media, and video channels such as Telegram, Slack, WhatsApp, and others, which provide quick and simple ways of connecting, chatting, transacting, and shopping. Clients’ days of dialing an assistance contact number and waiting for an expert to answer them are quickly fading away, and the same can be said for emailing and contacting assistance.

As the world gets more digital, businesses must adapt to new developments to keep up the pace. Various industries will need to invest in digital transformation to achieve this, and Chatbots are a specific technique to drive this shift.

What Is Digital Transformation?

The process of transforming data from analog to digital form is known as digitization. An Analog-to-Digital Converter (ADC) or different Artificial Intelligence technologies such as image scanners, object recognition algorithms, chatbots, and more can be used to do this. This concept applies to businesses that desire to grow and differentiate themselves from the competition.

The world is a location where globalization and communication are constantly emphasized while bringing a specific topic to the public’s attention.

Adapting an entity (company) to new technological developments to become more inventive and digital is known as digital transformation. The incorporation of new technologies changes the way products/services are delivered to customers, which they value greatly. Users are increasingly demanding in this competitive environment, and companies who do not keep up with the times are losing interest. Artificial Intelligence-powered Chatbots are one such revolutionary technical trend.

It is critical to invest in and update innovative solutions to achieve global satisfaction among consumers and employees.

Artificial Intelligence And Digital Transformation

As previously said, phoning a customer service center is one of the least pleasant experiences a client can have with a company due to the long wait times, lack of clear menu selections, and language barriers that are frequently encountered. Companies have been waiting for a more efficient way to communicate with users for a long time, and chatbot technology finally brings it to fruition. 

Enterprise chatbots have seen a surge in popularity, particularly in B2C (Business to Consumer) service businesses like airlines and banks. As a result, chatbots are currently being used in a wide range of applications. Using the recent Tokyo Olympics as an example, when there was a significant influx of foreign tourists, many hotels and Olympic organizers deployed chatbots to assist tourists and athletes with their questions.

Chatbots used to rely on a pre-existing database of questions and answers to carry on a conversation. Still, now that Deep Learning and other AI techniques are being used, chatbots are becoming more integrated, which will assist users in offering a more person-like feel and contribute to their experience.

Use Cases For Chatbots In Digital Transformation

Conversational and digital AI assistants’ current commercial applications aren’t simply limited to offering services to users; they also cover the entire customer lifecycle. Chatbots can handle practically every customer-related issue, from connecting with a consumer at the first point of interaction in the acquisition process to re-ordering a product, upgrading their subscription, checking their delivery status, lodging a complaint, or applying leaves. 

Many departments inside a company are finding use cases for AI-powered digital assistants to help them automate how they interact with customers, from sales to operations, customer service, finance, and marketing.

Chatbots, as virtual agents, aid in the optimization of your company’s services, both with customers and internally. Consider the following business use cases for AI-chatbot assistant solutions at various stages of the customer life cycle:

● AI Assistant For Sales

The importance of digital channels in how we communicate and get information cannot be overstated. They are, however, critical in assisting a consumer’s decision-making process, which frequently incorporates many distinct tracks and supporting procedures. In the digital era, converting a consumer to purchase a product or service is a significant business performance statistic.

Customers are supported and kept interested in the road to their ultimate purchase by a pre-sales AI assistant. It provides personalized advice or tailored quotations and product and pricing information and responds to consumer inquiries. If it is unable to respond, it may be passed on to the support personnel. A digital worker can also help turn quotes into sales by increasing conversion rates, increasing revenue, and reducing costs.

● AI Assistant For Customer Onboarding

Customer onboarding is crucial since it represents a revenue opportunity to enroll new clients and quickly get them up and running. However, in some businesses, this process can be costly and time-consuming. The customer onboarding process necessitates the approval, collection, and validation of documents and information.

Anyone who has gone through one of these processes knows that there is typically a lot of resistance and roadblocks. Proper proof documents and details must be shipped, gathered, and scanned to and from the supplier to achieve final clearance.

An onboarding chatbot uses a messaging channel to connect with consumers proactively. It keeps customers informed during the process, resulting in a more rapid and efficient onboarding process. The bot asks for all of the required papers to be uploaded as images/PDFs, validates the data, and compiles all necessary information. 

Additionally, by integrating the bot with corporate systems, data and photos may be automatically updated in the customer’s record, reducing the need for employees to scan and enter documents physically. It can also raise a ticket or hand it over to an agent at any point along the process, just like any other bot. More digital solutions are implemented, accelerating growth and boosting customer and staff satisfaction.

Conclusion

We anticipate that chatbots will play a significant role in your journey toward a comprehensive digital transformation. Businesses can determine the most profitable use case with the support of a trustworthy bot strategy. Unlike other AI technologies, Chatbots have a high acceptance rate due to their ease of use and rapid performance improvements.

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Tags: Technology Artificial Intelligence

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