Frequent business disruptions in the form of storms, pandemics, lockdowns, etc., pose risk to seamless operations and revenue generation in service industries. One day of operation disruption leads to losses worth millions. Semi-automation is not able to stop the cascading business effects of an unprecedented business disruption. Services such as banks, financial services, insurance, healthcare, information technology services, etc., cannot afford the risk of downtime. Chatbots powered by Intelligent Automation is that indispensable solution in the omni-channel customer interface that keeps the business moving 24×7 even in the face of a major business disruption such as long prevailing pandemic.
How do Intelligent Automation powered Chat-bots offer seamless business continuity?
Chatbots engage diverse skill sets such as Robotic Process Automation (RPA) and Artificial Intelligence (AI) / Machine Learning (ML), in short Intelligent Automation, and offer a lifeline to the service industry businesses. Chatbots are located on the key pages of a business website or social media pages of the business, and can be accessed by customers and prospects round the clock in different international languages. They augment the services of the regular service desk and helps tide over most emergency situations.
Chatbots can handle complex queries and the functioning depends on training data set and the streamlined data in the CRM database. All chatbot interactions can be further cleaned and stored in the CRM and analysed. Based on these interactions at different stages of the customer journey, the chatbots can make intelligent suggestions to the customer during the subsequent customer interaction.
The chatbots offer tremendous business benefits. The responses are highly accurate and relevant and have a minuscule turnaround time. The on time responses right from order booking to bill payment while taking care of customer preference ensures high productivity and thereby generates high revenue even when a business executive is not able to interact directly with a customer.
In conclusion:
Chatbot solution powered by Intelligent Automation is that indispensable tool in the omni-channel customer service desk of a service industry business. It helps to keep the business up and running even when customer executives are not able to interact directly with the customer due to unprecedented business disruptions. Chatbot solutions thereby enable businesses to stay up and functioning at all times in a 24x7x365 scenario.