Ever since the emergence of the COVID-19 pandemic, enterprises have widely leveraged digital channels to meet customer demands and keep them satisfied. Interacting with customers through digital platforms has grown to be a more conventional method to implement real-time service for enterprises. Fortunately, advanced technologies such as Artificial Intelligence (AI) and Machine Learning (ML) are encouraging enterprises to not only enhance internal automation but also improve customer experience. Even before the COVID-19 pandemic, Artificial Intelligence was seen as a technology with huge potential in delivering always-on, faster, and more tailored experiences at scale. Apart from cost- and time-saving opportunities, AI-based chatbots have quickly evolved and are now capable of even understanding human emotions through sentiment analysis.
The Need For Chatbots in The Digital Age
Every enterprise, no matter the domain, is subjected to provide customer support even if they have met the customer’s demands. Certainly, consumers get in touch with an enterprise not just to enquire about services but also to lash out against a negative experience or even give good feedback. Therefore, it is essential that customer service representatives interact with their valued customers across channels, and respond efficiently on time. Enterprises will find it extremely difficult to manage all these customer interactions as it will require hiring more resources and that will definitely increase expenses.
However, with the advancements in Artificial Intelligence (AI) and related technologies, enterprises can now automate their customer service domain, thus addressing issues efficiently. A Chatbot or virtual bot is one such advancement in technology that can efficiently facilitate more agile and reliable customer service 24/7.
Chatbots are a significant trend in the field of AI – a highly responsive, interactive, and engaging bot that learns from algorithms to imitate human communication. By leveraging AI techniques, chatbots not only respond to how they are programmed but can also understand human emotions and respond accordingly. Chatbots can be implemented on any platform, including websites, social media networks, mobile applications, etc. They have enhanced the idea of human conversations regarding sales, marketing, customer service, or any other functions. The chatbot’s intelligence to communicate with the customers naturally with constant learning and adaptive skills is a remarkably impressive prospect for enterprises.
Messaging and chatting are one of the most common ways people tend to interact in modern society. The rapid demand for messaging social networks has proved that Chat is arguably the most relevant communication medium. Messaging, when compared to other mediums of communication, is quicker and easier, and utilizes the popular platforms with which the customers are acquainted. This integrated with the progressions in artificial intelligence and cognitive technologies and upcoming telecom networks such as 5G will inevitably increase the potential of Chatbots or virtual assistants.
Enterprise Benefits of Using Chatbots
A well-designed chatbot should be capable of addressing all human inquiries and provide them with a holistic conversational experience. Moreover, the chatbot must have a user-friendly design that’s simple to understand and easy to find on any large website.
With the advancement in AI and natural language processing (NLP), more integrations are made possible within a chatbot, which makes it even more beneficial for enterprises. Here are a few reasons why chatbots are beneficial for enterprises.
Improve customer acquisition
Chatbots make it simpler for customers to obtain information and make a purchase or give feedback anywhere and anytime. From their interaction with customers, they are also capable of providing customers personalized solutions, recommendations, and responses that are more likely to meet customer needs.
Reduce cost to serve
Leveraging chatbots can reduce expenses depending on the customer’s channel for interaction. Integrating chatbots into social networks is absolutely free, enterprises will only have to pay for additional plugins if needed.
Chatbots provide customers with the assistance required to fix issues whenever they desire, therefore significantly increasing customer satisfaction. It also offers the enterprise support team insights or recommendations into customers’ sentiments to inform the next best step to take while interacting with customers. Virtual agents are capable of automating basic routine duties with the implementation of AI-enabled algorithms. Thus enabling employees to focus more on other high-value and important tasks at hand.
Chatbots automatically store relevant data into storage such as cloud or big data. They are capable of analyzing these data and offer employees relevant insights into the most commonly asked questions or most demanded product. These insights from virtual agents help the sales team take valid actions for better business outcomes.
The success of chatbots in the future depends on their capability to evolve and integrate newer technologies. They must be intelligent enough to understand human emotions and respond accordingly rather than bluntly acknowledging user input. With the implementation of AI, chatbots will be able to ask relevant questions back to customers and most importantly to continually learn and develop based on these experiences. Even after the post-covid era digital acceptance will be widely initiated across multiple domains. Customers will prefer to digitally interact with service providers within the comfort of their own homes than visit stores or take appointments. Therefore to ensure that these customers get their inquiries addressed without any delay, enterprises will have to take a progressive initiative and leverage automation. With the help of Mobile App Development Services, enterprises can build not only chatbots but also interactive virtual agents that interact in real-time with customers and analyze their input data.