Will the artificial intelligence be at the heart of customer service?

Most of us have spent hours and hours wasting our time and energy hanging on a call that will be most certainly answered by a machine-like human, who has only learned the script by heart. This agents has the basic knowledge for generic answers that often fail to provide meaningful information about the customer’s inquiries with regard to a given product or service. In most cases, users feel flustered from such interaction and get discouraged from further engaging with the company as a whole. But don’t worry! If you think the customer service is highly inefficient and should change for the better, you’re not alone. According to a study made by Garter, INC. 85% of customer interactions will be managed without a human by 2020. Here are a number of ways that chatbots will save your time and revolutionize your customer experience.

1. Efficiency 24/7.
   This artificial intelligence (AI) agent will have the answer to customer’s questions immediately, regardless of the time. A single chatbot is able to handle 27,000 conversations at once. Moreover, they are capable of understanding short-cuts and misspellings in 20 languages.

2. Personalized answered questions
   Being an artificial intelligence engine, chatbots have the ability to learn from previous data to make decisions for new situations. Thanks to machine learning, chatbots increase the capacity of answering accurately to client’s questions. Therefore, by this process the quality of the customer service will be improved.

3. Hybrid customer service.
   Far from replacing live agent’s jobs, chatbots are making the whole customer service experience easier and efficient. Therefore, when it comes to complex questions with which these bots might not have the capability to answer, live agents will still take the question (mails, calls, contact forms). This will release the agents of taking rather simple and repetitive questions that can be answered by the chatbot and leaving questions with high added value to them.

4. Analyse chatbot data.
   The companies will take the most frequently asked question to improve the website and overall customer service. Conversations between chatbots and users can be analysed to gather information in order to help companies. This information will be useful to boost the conversation rate, foresee future products and services. In fact this is the main goal for companies to meet the client needs.

Written by: Maria Palacio from The Praips Team.
https://praips.io