Digital consumers know that most websites and social media channels are equipped with conversational bots. Having AI chatbots for customer service has helped businesses grow further.
Some businesses think replacing human agents with AI chatbots are ineffective and feel out of touch with reality. However, this is a misunderstanding. AI chatbots do not replace human agents. Instead, they are helping them offload their repetitive tasks.
These AI chatbots learned how to naturally converse with customers based on the pre-written instructions from customers’ most common questions. Moreover, chatbots collect data on every customer interaction to ensure they learn and improve their response.
Let’s take a look at the benefits of using AI chatbots:
Consumers can access web stores 24/7 and anywhere. Fortunately, if you have an AI chatbot, your business can provide faster answers. Your customers do not have to wait for your agents to be online.
Moreover, customer service agents face a long queue of customers during peak hours. Some customers do not want to wait any longer, but an AI chatbot can help deal with customers with repetitive questions. AI chatbots can answer several customers simultaneously.
Customer Service Agents Handle Less Repetitive Questions
Chatbots are a great help in providing straightforward and instant answers to simple questions. It would be a waste for your skilled agents to spend hours answering simple questions. Instead of dedicating their time to more significant tasks, they answer repetitive questions. If you have an AI chatbot, your customer service agents only handle interactions that needs a complex human response.
Routine and frequently asked questions take 80% of the inquires. Customer service agents would not enjoy their work if they only copy-and-paste the responses. Moreover, agents expressed that handling complex issues help improve their skills.
Chatbots deflect frequently asked questions that have obvious and straightforward responses. However, if integrated with your business operation systems, it can personalize customer interactions.
Thus, when a customer visits your website, the chatbot can determine whether it is an existing or potential customer. It guides potential customers to look for what they need; meanwhile, it can present the product interests of the existing customers based on their purchase history. AI chatbots do not replace human agents. Instead, they are helping them offload their repetitive tasks.
Moreover, AI chatbots track whether customers have solved the issue and notify the agent. Thus, customer service agents can avoid providing repeated answers.
Integrate into Multiple Channels
Customer service should be omnichannel. Digital marketing experts reported that customers reach out to three or more business contact centers. Most customers reach out through phone, business email, or chat.
Fortunately, chatbots are omnichannel. You can integrate it into multiple channels. The more integrated channels, the more your agents are offloaded with tasks.
If you are still doubting whether AI chatbots will help your business grow further, then look at these benefits. It helps you reap great results for your business growth. However, you have to ensure that the AI chatbots you have equipped provide positive experiences. Chatbots must be conversational.