AI Chatbots In Customer Service
AI chatbots are considered a crucial part of a company’s online customer service offering and can prove invaluable to both customers and teams across a multitude of industries.
AI Chatbots For Customers
When executed well, chatbots are considered a valuable tool for customers, providing them with quick answers 24/7 through a convenient platform. This is especially useful for those in emergency, out of hours situations who require real-time access to contact details for assistance, or those who simply don’t have time to engage with agent-assisted channels.
AI chatbots can significantly improve customer experience through customer journey technology and ML principles. Certain chatbot solutions utilise decision tree technology to effectively guide the customer to their intended destination. Whether that be a knowledge article, product page or social channel, decision trees, that are carefully configured by a Knowledge Manager, ask a set of questions that will ultimately determine the customer journey and end goal. Without such measures in place, the chatbot assumes that the customer has carried out all necessary problem solving themselves – which is rarely true. The same technology can identify when it is best for an agent to intervene and can seamlessly escalate a customer to an agent assisted channel such as live chat.
Moreover, chatbots can learn from every customer interaction, storing popular keywords, grammar and colloquialisms for future conversations – constantly improving CX.
AI Chatbots For Teams
Customer service and contact centre teams can benefit significantly from introducing chatbots into their offering. Because they are powered by AI and configured to utilse NLP, the accuracy, efficiency and quality of answers delivered is of a high standard, this improves over time as bots learn from their interactions, having a positive effect on CSAT scores.
Chatbots allow routine questions to be automated, this results in mass queries being resolved at scale promoting not only operational efficiency but reducing overheads. Accumulated operational and staffing costs are cut because a large portion of queries are dealt with digitally and via a bot. Additionally, because routine queries are automated, contact centre employees are given greater bandwidth to deal with more complex, sensitive and subjective issues. This encourages job satisfaction, empowers employees and impacts positively on staff attrition rates.
Chatbots can also directly attribute to revenue streams. Acting as a lead generation tool, some chatbots are configured to qualify leads before they are passed on to sales teams. Equipped with data including the questions they have asked, the preferences they have chosen and using data capture functions, their contact details, leads can be instantly escalated to an agent to nurture. This is particularly useful for teams who previously would have no intelligence on potential ‘hot leads’, but through NLP, can be identified and moved into the sales funnel.