In the past decade, we have seen customer service change in a number of ways. Social media has given customers a platform to publicly shame companies who provide bad services, while also giving them a way to reach out for help. That being said, consumer expectations and demands are also constantly growing, thus forcing businesses to adapt and develop new solutions for their business processes and activities.
Good examples are chatbots. Chatbots are designed to perform exceptionally well and meet the ever-growing customer demands. Just imagine a new online casino, for example. Such websites have hundreds if not more queries to go through each day. Sometimes, your workforce simply cannot handle everything the way customers expect them to. With that in mind, here’s how chatbots are transforming customer service.
What are chatbots?
A chatbot is a computer program usually powered by artificial intelligence (AI) which conducts a conversation via auditory or textual methods. Such programs are often designed to convincingly simulate how a human would behave as a conversational partner.
Chatbots are typically used in dialog systems for various practical purposes including customer service or information acquisition. Some chatbots use sophisticated natural language processing systems, but many simpler ones scan for keywords within the input, then pull a reply with the most matching keywords, or the most similar wording pattern, from a database.
How can chatbots be used to improve customer service?
There are a few advantages to using chatbots for customer service. First, they are available 24/7, which means that they can help customers even when human customer service representatives are not available.
Second, chatbots can handle multiple conversations at once, which means that they can scale to meet the needs of a large customer base. Finally, chatbots can provide personalized service because they can remember information about each customer’s history with the company using machine learning capabilities.
What impact do chatbots have on businesses?
Chatbots have proven to have quite a positive impact on businesses by providing a quick and easy way for customers to get the answers they need., which boosts customer satisfaction.
They can also help businesses save money on customer service by automating simple tasks. In addition, chatbots can help businesses gather data about customer needs and preferences.
Chatbots have revolutionized customer service and support as we know it. They are not human representatives but they’re more than capable of doing a fine job.