Nobody comes to you because they want to have a conversation with a robot unless you’re an AI tool developer. They have a specific issue or requirement that they want to be addressed as swiftly and easily as feasible.
The precise tool or technology that provides them with assistance is of far less importance. It’s feasible that, in a few years, an AI chatbot may be able to consistently provide a truly beneficial customer experience, regardless of how complex the problem is or how difficult it is for the consumer to articulate their problem.
Today, though, such chatbot experience is just not feasible – at least not without a significant time and financial investment.
However, the good news is that AI isn’t required to provide a dramatically improved customer service experience.
Artificial intelligence (AI) holds a lot of promise, yet communicating with an AI chatbot is like talking to a distracted kid. Using AI chatbots for customer service, on the other hand, makes a lot of sense.
Maybe you’ve heard about recent AI discoveries, watched an appealing demo, or heard that a competitor is installing an AI system. Whatever has aroused your attention, there are a number of compelling reasons to use AI chatbots.
- More customer service requests can be handled without hiring extra employees: If your team is under pressure from an expanding client base, a readily scalable AI is a tempting choice.
- To encourage greater consumer self-service, use an automated conversational approach: Assist clients in finding answers by directing them to the appropriate self-service choices.
- Extend support coverage over a longer period with the same team: Bots are not restricted by geography or time zones.
- Use a bot to gather extra client information for your support team ahead of time: During the initial few interactions with clients, your human customer support team collects basic information about the customer and their problem. That might be done by a chatbot before your team is even notified.
- Customer service should be speedier and more responsive: An AI chatbot can converse with a large number of individuals at the same time, something that most humans struggle to do beyond one or two chat sessions.
- Save money that you can put back into your company’s products and services: If chatbots can manage a large volume of client inquiries, some of your customer care budgets could be redirected to core product enhancements.
- Take advantage of fast-evolving technology: AI and related industries are undergoing a time of rapid advancement. If you enjoy being an early adopter, being able to put it to use could be wonderful.
All of these are appealing features that could be beneficial to your company. So, what are you waiting for? Create your first AI chatbot and put it to work. Let’s start by defining what an AI chatbot is.
What are artificial intelligence (AI) chatbots?
Artificial intelligence (AI) is a vast field of study. Let’s start with a distinction between AI chatbots and their simpler versions.
There are two sorts of chatbots:
- Rules-based chatbots
Consider these chatbots to be robots that follow a decision tree or flowchart. You create a set of rules ahead of time, and the chatbot follows them to the letter.
The rules might be as simple as “if the consumer searched for “refund,” show them this help document” or as complex as “if the customer searched for “refund,” show them this assistance document.”
In either case, the humans in charge have complete control over the rules and outcomes. The bot will never do anything other than what it was programmed to do, which reduces risk but limits its ability to deal with more unusual events.
- AI-based chatbots
AI chatbots don’t have a set of rules to follow. Instead, they employ natural language processing and machine learning to “understand” a customer’s query and determine the most appropriate response on their own. They aren’t pre-programmed with a set of questions and answers; instead, they learn on the job and can come up with a whole unique response to any question.
AI chatbots hold a lot of promise: a machine that can hold convincing, human-sounding discussions with several clients on any topic at the same time.
You may have already seen or used some great examples of AI chatbots in operation, but there have also been some outstanding AI chatbot disasters.
AI-based chatbots are one of the most prevalent deployments of machine learning technology, and the market for AI-based solutions is fast rising. For years, technology experts have predicted that AI chatbots will be the next big thing, but what is the current state of AI chatbots?
Chatbots that use artificial intelligence (AI):
- They are still in the early stages of technical development: Allowing AI chatbots to interact with clients today is similar to allowing your four-year-old to answer the phone. It might go OK, but if the conversation goes beyond their limited understanding, it will most likely run off the tracks, and your caller will be the one to suffer.
- Can lead to negative customer experiences: This is the root of the problem for most firms. AI chatbots, far more often than a simple rules-based bot or a traditional assistance system, provide more irritating customer service encounters.
- They necessitate a great deal of continual training and maintenance: To function efficiently and improve, AI chatbots require a lot of expert care (and entire AI training platforms have sprung up to provide this service). Remember to account for time and money while making decisions, especially if you don’t already have certain abilities on your team.
- I have no idea what I’m talking about: AI does not “understand” anything; rather, it excels at anticipating the most statistically likely outcome. AI can be incredibly accurate, but it can also be completely incorrect, and it has no “common sense” to fall back on.
- Constrained, concise, and popular queries yield the greatest results: When dealing with short, straightforward questions, AI chatbots can perform admirably and consistently. A simple knowledge base article — or even a rules-based chatbot — can frequently answer these questions for less money.
- Customers do not like them: In a recent poll of 1,000+ people, 60% claimed they don’t trust chatbots to successfully explain their problems. Of course, your customer base and the market sector will differ, but customers are generally wary of bad chatbot encounters.
- Something can go wrong: It’s the same level of wrongness as screaming racism and homophobia. Human recruiting and QA procedures are in place for humans, but AI chatbots, by their very nature, function independently and will demand a different type of management.
Will all of these concerns arise with every AI chatbot installation? Not in the least. Some organisations are successfully deploying AI chatbots to assist their clients right now. However, reaching that accomplishment will take a lot more money, time, and training than the AI hype suggests. Fortunately, other tools are less expensive and more trustworthy that you may use today to achieve the same outcomes.
Get the advantages of an AI chatbot without the drawbacks.
The primary promise of AI chatbots is that more consumers will be assisted faster, without all the complexities and costs that come with employing additional personnel to provide that service.
Increase the number of people who use self-service without compromising customer happiness.
If your self-service choices are of good quality and easily available, many customers will gladly answer their inquiries.
For some practical ideas on how to improve both your self-service adoption rates and quality, read Using Customer Self-Service to Deliver Better Support. A customer service widget may make finding and using assistance much easier.
Display contextually appropriate assistance
If someone has just looked at your pricing page and is now seeking assistance, you may make an educated bet as to which issue they may require additional information.
Too many organisations, however, direct their consumers to the main page of their knowledge base, forcing them to search for the correct content.
Collect information that will help your customer service team.
Making your consumer labour provide you with information you already have is inconvenient for them and time-consuming for your team.
Keep track of information like which page a customer was on when they asked for help, where they had been previously, what they had looked for. With all of that knowledge at hand, your team will be able to provide a more educated answer more rapidly.
Improve your documentation by utilising data.
You don’t need pricey AI technologies to train yourself in how to provide competent service in most circumstances. Built-in features such as Docs Reporting can assist you in identifying areas of your knowledge base that want improvement.
As more consumers can solve their problems, use those reports to steer your adjustments and measure your progress month to month.
Proactively assist when it is most required.
Your customer support personnel will be aware of the areas where consumers are most likely to become stopped, and where a timely recommendation can help them stay on track.
Offering a helpful video or a chat option in advance can mean the difference between losing a customer and gaining a new advocate for your company. Offer focused high-efficiency assistance that can be carefully developed using all of your support and product teams’ knowledge and experience.
Customers should have a number of support options to select from.
Because your support crew can’t be everywhere at once, AI chatbots can be tempting. However, this isn’t necessary: Customers (or potential customers) will frequently require further assistance at various points throughout their customer journey.
A good customer support tool can give some people a self-service experience while offering live chat to others. Give VIPs priority access to your team, or provide extra assistance to new clients as they join. You don’t need to scale up considerably to acquire additional value from your existing customer care personnel.
Nobody wants to communicate with a support chatbot.
Nobody comes to you because they want to have a conversation with a robot unless you’re an AI tool developer. They have a specific issue or requirement that they want to be addressed as swiftly and easily as feasible.
The precise tool or technology that provides them with assistance is of far less importance. It’s feasible that, in a few years, an AI chatbot may be able to consistently provide a truly beneficial customer experience, regardless of how complex the problem is or how difficult it is for the consumer to articulate their problem.
Today, though, such chatbot experience is just not feasible – at least not without a significant time and financial investment. However, the good news is that AI isn’t required to provide a dramatically improved customer service experience.
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DAC Services and Solutions is part of an international group, leader in Multilingual Call Center and Multilingual BPO. DAC Services and Solutions has more than 10 years of experience, our employees speak many languages and cover many countries, we are available non-stop around the year and through our flexible pricing system, our prices are competitive and cater to any business type.