All of us have heard the dystopian phrase of robots taking over our jobs. There is a perception that humans prefer other human interactions when engaging with brands. We rely on other humans to solve our complex problems. Recent reports have also said that humans prefer the sophistication and empathy of a real-life human.
But, the waves seem to be changing. Companies are adopting chatbots to solve the problems and questions of the customers. People are also starting to feel that chatbots are starting to feel more comfortable. So, why is this happening? Will this usher us into a new world of AI-driven conversations? Let us try to find out.
- Customer Service: It is without a doubt that chatbots are able to save valuable time. Nowadays, companies are taking a simplified approach to chatbots. In case a customer has a simple query, the chatbot is aimed to answer the same. But, the more complex inquiries are solved by human experts. This helps to reduce the burden on customer service. Since the answers given by chatbots are direct, it helps speed up the customer service.
- Availability: It is quite impossible to have human support 24×7. But, this is where chatbots take the cake. They can answer the queries of the customers around the clock. These answers are instant and turnaround time is lower than human support.
- Conversational Marketing: Customers prefer that their questions are answered instantly. They do not want to scroll the website for the answer or fill out a contact form to receive the answer. A chatbot provides instant answers without a human to monitor the conversations. Moreover, they tend to use language which can match the tone of the company.
- creating a knowledge base : A knowledge base is a published collection of documentation that includes answers to frequently asked questions, how-to guides, and troubleshooting instructions. It’s designed to make it easy for people to find solutions to their problems without having to ask for help.
- Acting as receptionists: Say a person lands on your website page, the chatbot can greet your visitor and ask for queries. Static web pages do not offer the same level of interaction as active ones. A chatbot provides perspective to the user and acts according to the needs of the user. Therefore, they act as receptionists by pointing the user in the correct direction.
- Acting as salespeople: There is no doubt that a business website is a digital marketplace. It is important to have your own salesman in a marketplace. This is where a chatbot can act as a salesperson. Customers tend to find it useful as it can quote prices, deals and point them in the right direction. A website can have a number of products/services, which the user may find confusing. A chatbot is instrumental in streamlining the wants of the user.
