The introduction of dialogue-oriented AI chatbots for interaction-intensive businesses was already on a high-growth path before the outbreak of the pandemic. Early deployments that fell short of expectations provided a good opportunity for some interesting advancements in the design and technology that underlie today’s chatbot.
But there is still some confusion about what chatbots really are and how a business can best use them. Needless to say, the crisis that was unleashed when COVID19 hit the world in early 2020 also prompted the urgency to accelerate conversational chatbot deployments, to achieve higher levels of digital self-service, more automated engagement, and lower costs of delivering data. services to allow.
So what’s a Conversational AI Chatbot?
Let’s start with a piece of evidence because there are many different terms and definitions floating around and these solutions are much more sophisticated today than you might think.
Conversational AI can be a subset of AI technology in which computer software simulates human speech or human-like conversations. Assisted speech understanding technologies and conversational AI chatbot solutions have the ability to meet and respond to a person in natural or organic language, in much the same way that people have a conversation.
Can be used in text / messaging or voice channels on-site with a person or ideally complement human skills. More important than their ability to understand only user intent during a sentence or message is the fact that they take action and automate processes to automatically fulfill a request. Once they don’t have the talents or training to fully react or carry out an intention, they will also put a person in the loop.
In short, conversational AI chatbots are all about automating and enhancing customer or employee experience.
1. Chatbots Lower the value to Serve
Running a digital assistant is a lot cheaper than having someone work on that particular thing, as long as the digital assistant has the training to provide the right expertise.
Chatbots are a powerful way to relieve human employees by automating incoming customer or employee queries and tasks, either fully or partially. This allows support staff to take care of more important and fragile cases where they can add more value than just handling routine inquiries.
A chatbot is often used to handle general or frequent inquiries that come to customer service or call center but is used outside of customer service to help with other areas, such as a proposal or suggestion, scheduling a meeting, completing a transaction, or renew a subscription. Consider each point of contact a customer or employee has with your company and you will find that digital assistants are often preferred over human employees to perform certain tasks. This is often what we ask for as an automation approach for conversational AI solutions. Companies offer their customers and employees a higher level of self-service.
A chatbot
can also be available 24 hours a day and still offer a way to forward it to a person if necessary. Investments in agent skills and training are used more, while general service costs, especially for tasks that a bot can easily automate, are drastically reduced.
2. Chatbots Thrive on Digital Channels
As consumers, many people want to interact with businesses in the same way that we communicate with acquaintances. This often increasingly prompts companies to offer their customers and employees more digital channels and to relocate them away from traditional channels such as phone, email, and live chat.
Digital channels (messaging, SMS, web, mobile, and voice) are inclined towards automation through conversational AI chatbots. These channels can also provide customers with faster response times and determination rates by eliminating queues for an agent to be available or email response to their inbox.
3. Chatbots can be Extended to meet demand
A repetitive challenge for a call center is forecasting demand and having the right workforce to handle surges. With a top-of-the-line chatbot helping a client or employee with their inquiry, spikes in demand are handled easily and in a cheaper way.
For a business launching a new product or service, running an ad campaign, or simply experiencing seasonal or event spikes in incoming inquiries, it is not always feasible to simply hire more support staff to meet the additional demand to manage something.
Here, a digital assistant can often take the pressure off and, as a receptionist, make your existing knowledge available to the customer and, if necessary, collect information and pass it on to a support executive for further processing. We can say that as long as a chatbot can process several calls at the same time, it is automatically ready to meet peaks in demand.
4. Chatbots Support Omnichannel Engagement
As consumers and employees, we use various devices and channels to find and collect data, products, and services. Research a specific product on social media, look up prices online, and order over the phone. An omnichannel experience ensures that we can seamlessly switch between channels on our journey while maintaining context between individual channels.
If you use a chatbot on all the digital channels that simply support you, you will manage the experience in one place and immediately obtain consistency in participation. A digital assistant is trained to respond accurately to inquiries and can ensure this consistency across all interactions and channels. Since chatbots are integrated with user information and business systems, the chatbot can also update the user record so that future interactions can have a history of conversations and channels and devour the thread regardless of the channel.
On the subject of consistency, the great thing about conversational AI solutions is that they are used at different points of interaction within the customer or employee journey and experience. As soon as they have been built with a conversational artificial intelligence platform, no matter what use case it is, be it customer acquisition, after-sales support, operations, customer service, or customer loyalty, consistency in user experience is often delivered across different channels and different cycles of business. This is often the advantage of centralizing chatbot development and management on one platform.
5. Chatbots Offer Personalized Experiences
Because chatbots are often integrated with CRM or other business systems, they access user and other information in real-time, integrate them securely into the conversation, and provide more personalized and immediate service. So, when a banking customer tries to find their account balance, after authentication, an ai-bot can see that they need multiple accounts and ask the customer which one to bill, then give them the knowledge they specifically need to test. Just find the last one. 5 transactions or if a selected charge has occurred or not. Switching between mobile banking apps or websites becomes cumbersome compared to the experience that the digital assistant can provide.
Chatbots also allow users to request the exact information they need and get it in the way they need it. For example, a customer might want to view a selected car model, color, and year on a car-buying website, but would have to navigate through multiple menus or click and scroll through multiple pages to do so. With a chatbot, the user can ask “show me the 2020 Skoda Octavia black models”. The chatbot comes back with an inventory or carousel of available matches.
Chatbots make the business easy and give an excellent customer experience by being prompt in response. Get one for your business!! Visit Sciqus for more details