Saturday, October 23Digital Marketing Journals

AI-powered chatbots to scale customer service support. | by Botspice | Jun, 2021


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When customers reach out to the company for service, they expect instant responses to their problems. However, a customer care provider can only cater to a certain number of cases at a time.

How do you scale support? Have you thought about the customers?

There are so many service horror sagas that customers have experienced like long wait lines where the agent is unavailable, one where the agent is unable to deliver answers to customer’s questions, agents ghosting on a customer on call, and inconsistent answers provided by service agents.

If only there could be one place where the customers can go to, where there is an instant answer to their queries, quicker issue resolution and minimum agent transfers?

Botspice- AI-Powered Customer support chatbots

Customer care bot by Botspice, an AI-powered chat interface that answers customer FAQs and dynamically resolves customer concerns via smart interactive conversations. Breakthroughs in technology have completely changed the way businesses communicate with their customers. Organizations are under tremendous pressure to drive customer interactions effectively and respond to their query in minimal time. Gartner reports that virtual assistant usage in the workplace will climb to 25 percent by the end of 2021. To meet business goals and generate more revenues, companies must implement a system that engages customers more effectively.

According to the definition from Chatbots Magazine,

“A chatbot is a service, powered by rules and sometimes artificial intelligence, that you interact with via a chat interface.”

Chatbots are also often compared with apps, as Gartner highlights it in its definition.

Why AI-powered bots? Do businesses need it?

Merely engaging customers through chatbots powered by rules is not enough, engaging them through smart interactive conversations, using machine learning & NLP and continually getting better at answering those questions in the future is an essential attribute of a chatbot. Like all successful automation efforts, customer service chatbots can reduce costs, but the improvements they make in customer experience are far more impactful. Bots are available 24 hours a day, 7 days a week, and often, customers’ questions are answered more quickly than human agents.

Do businesses need Workbots?

Well, the main goal of a customer service chatbot is to help businesses optimize resources and reduce agent turnover. How can a business achieve this goal? By providing exceptional customer service across a customer’s journey and also add value in the post-sales journey. Workbot is your best bet when it comes to creating engaging and interactive conversations. Workbot increases user engagement by using interactive workflows and making the conversation more human-centric.

What are the benefits and outcomes of implementing the Workbot for customer service?

Technology shift expects businesses to take ownership of the customer engagement process. Optimizing the customer experience and implementing real-time and consistent interactions is the way forward. Workbot does just that by creating a positive and memorable experience at various customer journey touchpoints.

By automating customer service using AI-powered bots, companies can

  • Minimize agent turnover and increase customer service productivity.

A successful customer service chatbot will minimize the number of agents needed at a given period and provide consistent service with increased productivity. Often customers hesitate to call the customer service agents simply because they have to repeat themselves over and over again. By using friendly and approachable AI-powered chatbots, businesses can ensure that customers can have their queries understood and addressed via a simple text request.

57% of customers would instead contact companies via digital media than use voice-based customer support, as per Ameyo’s research.

Forrester says, nearly 1/3 of customers send a mobile/SMS message to the company requesting assistance.

  • Gather customer data through conversation funnels.

Perhaps the biggest reason why so many companies collect consumer data is that it helps them to get a much better understanding of the way their consumers behave online, define their overall demographics, and identify how they can improve the overall customer experience. You may have heard the phrase “Content is King” first coined by Bill Gates following his essay of the same name in 1996.

Susan Bidel from Forrester says, ‘In the Age of the Customer, Data Is King’

It is therefore crucial to be able to access information about customer’s choices, demographics through conversational funnels. Precise user data and metrics allow organizations to optimize marketing plans. Knowing what does and doesn’t work allows organizations to be far more agile, responsive and targeted in their marketing and customer outreach efforts. AI chatbots can analyse millions of customer data touchpoints in real-time and help organizations access customer information at any point in time.

  • Analyze trends in customer inquiries and behaviors via a visual analytics dashboard.

Organizations can analyse the statistical data and record market behaviour over time to generate valuable insights for strategizing and forecasting future business plans. Through analytics, dashboard organizations will be able to drill down and measure how effective the marketing strategies were in converting a potential lead to sales. Analytics dashboard can also predict what isn’t working in a customer journey. For example, if a customer drops off mid-way from a chatbot conversation, the organization can determine what exactly is not creating engagement which, in turn, can create new growth opportunities.

  • Customize interaction and strengthen brand loyalty.

AI-powered chatbots communicate via a two-way conversational channel. It allows users to ask what they want without limiting themselves to a pre-determined set of questions. Workbots are available 24/7 and can help keep a business stay connected to its customers and provide consistently high support quality even when the support agent might not be available. Implementing Workbots can help build the customer’s trust, create loyalty and increase CLV customer lifetime value.

  • Drive revenue by automating transactions and providing up-sell opportunities.

Workbots can be programmed to track your customer’s behaviours and choices based on their purchase decisions and the questions they ask. This can help organizations to generate up-sell opportunities and entice customers, thus driving revenue increase.

E-commerce statistics show that businesses spend around $1.3 trillion on customer requests every year.

With Workbots customer service costs can be reduced to a significant amount. It can be exceptionally expensive to keep up and scale support with ever increasing customer service demands. This is especially so when one thinks of the manpower involved. Recruiting, training and retraining agents can be expensive especially as the organization grows. Artificial Intelligence-powered chatbots will be a smart solution for development and integration. Once deployed, it can help a business scale up service and sales interactions across multiple channels and enrich customer journey touchpoints.

All these are just statistical benefits but the one benefit that organizations look for is increasing revenue-per-case while reducing cost-per-case That is what differentiates a mediocre chatbot from an AI-powered Workbot.

Botspice delivers a vertical Artificial Intelligence that owns the entire workflow to solve targeted customer needs. It develops a complete product from end-to-end, starting with understanding the business case to optimizing product performance.

Every brand needs an expert interactive agent!

How does this work? How can I implement Workbots?

How does a Workbot work? Workbot uses Natural Language Processing to analyse the user’s request to understand the intent and extract relevant information. It then responds to the user with an appropriate answer which could be either:

  1. A pre-defined text message.
  2. Relevant information from a knowledge base.

Botspice simplifies the design, development and deployment of bots across multiple channels like messaging apps, digital assistants, collaboration tools and enterprise applications. It allows organizations to customize Workbots with rich media and a dynamic conversational flow. AI-based knowledge “Brains” enable Workbots to respond to queries 24/7 with consistency. Once ready, your AI chatbot is ready to be published.

Workbots improve over time. The number of intents they can recognize will expand as your company identifies which questions are of high volume handled by the chatbot.

In conclusion

A successful virtual assistant will reduce cost and scale support especially if you’ve set it up with the right intention and deployed them to the right channels to optimize success. AI-powered chatbots are crucial to a well-designed customer service strategy. Workbots can help either strengthen or substitute the need for two-way human intervention thus cutting total operational costs and improving customer satisfaction. When implemented correctly, Workbots can enhance the user experience, improve engagement and provide customers with actionable solutions. How will you implement chatbots into your customer service strategy from now on?

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