A chatbot can make customer service personnel’s working lives a lot easier by replying to frequently asked questions in a standard manner. More complex issues can hence be filtered out and be directed towards a human for further processing. According to the survey, most CSR people spend 60% of their time answering calls and replying to queries that are usually answered in FAQs. It is a well-known fact that people don’t generally read the FAQ section of any service or product they use. Hence, having an AI-powered chatbot can reduce the time taken for such repetitive standard servicing, and humans at work can spend more time on more important things. i.e., more complex issues that need human intervention or other work-related activities
A software application initially termed as “Chatterbot” has always been a part of our artificial intelligence. The most notable increase in Chatbots’ use is from 2016-present Chatbot automate tasks that do not require skill-based talents. With customer service taking place via messaging apps and phone calls, there are growing numbers of use-cases. The sensitivity & level of complexity varies, but all of them are serving the same context, that is working as a conversational agent.
What is a Chatbot?
A chatbot can be defined as an AI-based computer program that simulates human conversations. They are also known as conversational agents or digital assistants that understand human capabilities. ChatBots interpret and process the user requests and give prompt relevant answers just by adding some keywords.
The creation and implementation of chatbots is still a developing area, heavily related to AI and ML. The current generation of Chatbots has noticeably improved conversational skills due to the many advances in Natural Language Processing.
How do chat-bots work?
A chatbot is a computer program that’s designed to simulate human conversation. Users communicate with these tools using a chat interface or voice, just like they would converse with another person. Chatbots interpret the words given to them by a person and provide a pre-set answer. Some chatbots use AI (artificial intelligence) and NLP (natural language processing) to simulate human conversation.
AI technology allows these chatbots to understand better, adapt to, and respond to a conversation.
Chatbots with advanced technology like NLP (natural language processing) are undoubtedly useful, but for the day-to-day use of sales, marketing, and customer service, basic chatbots are perfect.
Chatbots for business?
Chatbots create an effortless way for customers to communicate with your business via existing messaging platforms. With chatbots, you can engage your customers with personalized messaging throughout their journey by guiding and recommending them in making a quick decision.
Types of business chatbots:
- Support chatbots
- Skills chatbots
- Assistant chatbots
Chatbots are self-help tools for improving communications. Brands can use it to improve their customer’s experience, to generate more sales, and build a deeper rapport with customers. They allow your customers to easily interact with your brand through stimulating conversations.
chatbots are not just working as conversational agents, they are also providing after-sale services. Chatbots are not only beneficial to businesses they are also entertaining customers in numerous ways:
- 24*7 support
- Instant answers
- Orders & bookings.
BENEFITS of Chatbot In business
Deliver 24×7 automated customer support
Waiting is not considered as an ideal situation, no one in real likes to wait, Customer prefers buying from brands who are ready to entertain them 24×7. Chatbots functions engage customers 24×7 with immediate answers to all the common queries.
Increased customer engagement
It is vital to keep your customers engaged, considering the market is full of competition. Chatbots are taking customer engagement to a new level.
Save time and customer service costs
Communicating with potential customers adds leads, Bots automate information-based queries so that agents can spend more time on crucial issues that need human support. Implementing chatbots is an investment, a one-time investment which helps businesses to optimize customer service costs. costs in terms of salaries, training & infrastructure.
Higher customer satisfaction
Considering that customer is the king so the higher the satisfaction of the customer the beneficial it is for the business. Chatbots also make the customer feel that you care for them by having proactive conversations which results in a long term relation with the customer.
Cut down on human errors
Manual work has a risk of errors that can eventually create big problems. errors occur while data entry, data collection, or sharing product information, it is well known that human errors are inevitable. Chatbots are the best way to deliver error-free service and avoid complications.