Posted On: August 7, 2019
Chatbots are designed to interact with humans and serve complex queries efficiently. As per the stats: 56% of people would rather message than call customer service. Chatbots can realistically simulate human conversation through voice or textual methods. It is an initiative towards self-service.
Chatbots are driven by AI. It is an intuitive approach to reduce redundant information. Chatbots are available on the company’s website, mobile application and social media messaging app. It is used as a medium to provide information to the user as per their requirements. Also, not dependent on humans and does not need supervision. Unlike customer support executive it can attend n number of the customer at the same point of time with the same enthusiasm. It can work 24/7 which states that it is not time-bound. All of those features enable Chatbots to reduce manpower which is cost-efficient.
It signifies a perfect blend between machine and human by advancing Natural Language processing. NLP is the ability of a machine that understands a language as it is spoken. What stats say,69% of consumers prefer to use chatbots for the speed at which they can communicate with a brand . Chatbots can come after with the ‘Multilingual’ feature, which enables the users to interact seamlessly in their native languages. This feature has enabled companies to spread the brand name globally. The chatbot employed to respond with:
– Predefined, generic text.
– A contextualized piece of information based on user queries.
– Appropriate answer retrieved from KMS.
– A question to clarify user intent.
Knowledge Management System is a robust repository store the scattered information in a streamlined way. Customer presents their query to the chatbot. With the help of NLP, Chatbot formulates its own query to the KMS for an appropriate solution. KM is helpful to train or feeding the Chatbot with updated information.
These are easily accessible by the customer via websites, FAQs and support sections. It encourages the customer to shift towards digital transformation. They are typically deployed in a transparent way to provide only the relevant fact in multiple languages. It is an emphasis on ‘DIY’ culture and answers instantly. Chatbots is also a component of the Omni Channel which circulates unified information and increases reliability.
It is a transformed messaging software, which reduces the workload of the service agents. It can work out of the business hours or almost anytime in a day. It provides quicker resolution as compared to the customer executive and offered higher C-SAT. ChatBots direct customers to use resources so they can help themselves.
Artificial Intelligence(AI) will be used to further enhance human capabilities. As per the Forbes report, 68% of global business leaders believe the future of business involves humans and AI working together. It will make humans more creative spending more of their time on strategic rather than tactical activities.