The rise of AI bots may sound terrifying, but the expanding bot industry isn’t terrifying at all—it’s a technology that provides accurate, practical benefits to both businesses and customers.
Bots have already established themselves as an essential element of the customer service environment. The bot market was valued at $1.274 billion in 2018, and forecasts indicate it could reach $7.5 billion by 2024.
Customers are rapidly warming to the concept of communicating with bots. In the last year, 60% of consumers have used bots in business communication, and 48% said they would be happy to chat with a bot for customer care.
If you’re still undecided about whether or not chatbots are suitable for your company, these are the most important things to know about employing AI bots in customer care.
Customer support bots are a type of technology that provides interactive real-time responses to customer questions. Companies give the bot pre-written instructions for the most typical consumer questions, and the bot responds conversationally.
AI chatbots learn what works best by aggregating data from each customer service encounter and improving responses over time.
Some firms may be uncomfortable at first with the thought of replacing human connections with robot-assisted talks. Customer care bots, on the other hand, aren’t meant to replace human operators.
They are designed to be used in specific situations when they can help both agents and customers. When employed in this fashion, they have a lot of advantages. It helps especially with small business CRM.
Bots make it even easier for customers to obtain the information they need on their own and quickly as self-service options become more popular—over two-thirds of consumers indicate they prefer self-service to talk to a human.
During peak hours, agents must deal with a long line of consumers. They must first assist one before moving on to the next. That is something that bots never have to deal with. They can respond to any number of customers at the same time, with no wait time.
Responding to Repetitive Questions
Chatbots can’t solve every customer service problem right away, but there are a lot of customer service encounters that don’t require the intricacy of human response.
If your knowledgeable agents spend hours addressing simple questions like “What are your hours of operation?” ” or “How long will it take for my order to arrive?” “That isn’t an efficient use of their time.”
The most apparent purpose for customer service chatbots is to deflect simple, often asked inquiries with easy answers. You can begin to customize the information you present to visitors if the chatbot technology interfaces with your other systems.
A customer care bot could use your customer relationship management (CRM) database to evaluate whether a visitor to your website is an existing customer a potential customer.
When a current customer enters your e-commerce site, the chatbot can offer relevant alternatives such as, “Hey, welcome back, would you like to check the status of your recent order?”.
Bots can also be omnichannel, which is fantastic news. You can use bots to respond to typical questions that come in through email, your website, Slack, and other messaging apps. The more places you set up your AI bot, the more work your agents will have to take on otherwise.
AI bots will not replace customer care agents. Customers will always want to know that they can talk to a natural person if they have a problem that requires a personal touch.
However, for more straightforward questions that don’t need a customer care person, they provide a faster solution that saves agents time and effort while also providing clients with answers faster than is humanly possible.