The human ability to know and recognize the communication context for the ideal response is at the core of any human conversation. What if this underlying principle could be replicated through machines, through artificial intelligence and machine learning? You get the sophisticated bot-based conversations of today.
The Manmachine talks are at an all-time high. Chatbots leave an impression across all industries and operational areas, from optimizing manufacturing processes to managing inventory and supply chain. The biggest impact, however, is in the area of customer service, which has completely changed. With 24-hour availability and sophisticated, human-like conversations, they have left the old days of IVR behind to dramatically improve business performance.
According to information from Facebook, as of January 2017-18, chatbot activity experienced a year-on-year increase of 5.6 times and a month-over-month growth of 0.9 times. 2 billion messages were exchanged between companies and customers via 100,000 Messenger bots.
Let’s take a look at the top reasons why chatbots will definitely be the backbone of future customer service:
Bots Are Where Your Customers Are
The modern consumer is everywhere. Emails, message reminders, social media chat forums, marketers had to be present on numerous platforms to deliver a fully interactive experience. Chatbots are ready to deliver a seamless interaction experience across platforms to help marketers create micro-targeted offers.
Pizza Hut, for example, allows customers to order pizza via chat through various messaging platforms such as Facebook, Twitter, etc. It enables select target group retailers to position themselves with customers, friends and family on their preferred messaging platform.
Chatbots have come a long way since the days of ancient binary conversations to not only understand a spoken or written word but also to analyze the context of its use. Improvements in speech processing technology have made it possible for bots to have almost all human-type conversations.
They have also been assigned a personality that matches the brand’s needs while enriching the customer experience. From funny memes to puzzling enigmatic answers, many companies give their chatbots a unique voice that attracts customers and strengthens relationships.
Handling a Large-volume of Enquiries
During the last IPL season, a bot developed by Haptik helped fantasy gaming platform Dream11 handle 30 times the typical customer inquiries it receives over a month.
Organizations can experience a surge in request generation and handling such massive volumes by human agents requires significant investment in training and resource allocation. Chatbots make it easy for marketers to handle a large number of requests and provide a constant engagement experience.
Help Human Agents Handle Complex Queries
By continuously and efficiently performing simple and repetitive tasks, chatbots make business less tiring. They also free up human workers and professionals to specialize in more complex tasks that require their creative and analytical skills. The speed with which chatbots are ready to complete tasks and perform multiple actions also helps a business increase its overall efficiency many times over.
With its algorithm-based interaction mechanism, bots are ready to offer the customer a personalized interaction experience by remembering details of previous conversations on each platform and at the same time processing a large number of conversations.
Helps Reach New Target Groups
In addition to the SMS type-based interaction mechanism, chatbots can also interact with customers through voice conversations. Chatbots are often used to reach first-generation Internet users and provide them with the benefits of the web without language acting as a barrier.
Even the inclusion of chatbots with knowledge of the local language significantly increases the benefits of the Internet for the most marginalized people. For example, in healthcare, many patients may interact with chatbots in their mother tongue to clarify their questions.
According to a recent survey, the global chatbot market is projected to exceed $ 1.34 billion by 2024 if the organization’s goals are met. Customer service is one of those segments that has shown clear signs of growth even after the adoption of chatbots. Chatbots have clearly gone from being a fun retail tool to being a real solution that ensures stronger customer relationships. With the help of Sciqus, you can get this solution for your business.