You may have come across the term ‘Chatbots’ and want to know more about it. Technology is rapidly entering our daily lives in a major way. Currently, the average person tends to converse more with such advanced technology than their own spouse. A good number of companies are offering innovative round-the-clock digital support, thereby chatbots improve customer experience. Studies revealed that about 53% of all service organizations spread across the globe use this technology. Repeated lockdowns due to the COVID-19 pandemic have only positively affected such modern technology. Workplaces are increasingly using it to boost overall work efficiency and productivity. Consumers seem to engage more with brands providing all-purpose virtual assistants like Google Assistant, Apple’s Siri, and Amazon’s Alexa.
Recently, such technological systems have become more sophisticated with the introduction of AI. Data is harnessed in huge amounts along with cheap processing power, AI as well as related technologies. It also includes machine learning. It has managed to improve significantly the quality of understanding and make decisions. NLU (Natural Language Understanding) or NLP (Natural Language Processing) is being used to develop advanced bots. It has the ability to understand the better-typed text or human speech.
As the chatbot is connected with such technologies as the NLU, it learns fats in more complex ways. It can now stimulate human conversation by managing dialogues, maintaining context, and responding to adjustments based on the conversation taking place. The AI-powered chatbot is rather trained to learn actively from interactions taking place with the customers.
This, in turn, helps to enhance performance in future interactions. Studies found high-performing service organizations to use AI chatbots 2.1 times more when compared to underperformers. 64% of agents using AI chatbots were found to spend precious time solving complicated issues against 50% not using it. 51% of marketers are reported to use AI for automating customer interactions taking place over messaging apps or social channels. 80% of service decision-makers consider AI to be more effective if deployed with humans.
Customer expectations only seem to be increasing due to digital disruption. Business buyers and customers these days search for unique experiences, especially those based on understanding and trust. 80% of consumers believe the experience derived while shopping is equally vital as that of the company’s services and products. Around 67% of consumers seem to have only increased the standard requirements for a better experience. 76% of consumers agree that it has become easier for them to shift to other businesses.
Hence, the pressure is on the organizations to provide a superior customer experience. It is here that the AI chatbot plays a vital role. Although it cannot replace humans completely, it can very much complement the overall support-chat experience. So, how can Chatbots improve customer service? When implemented correctly, it can help companies to deliver amazing customer service in the given-below ways:
Therefore, these systems can deliver greater personalization, thus predicting the customer’s next action.
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