The typical scenario of a customer calling up a customer service agent to answer a query is pass’ . The expectations of customers have risen with time, which requires the customer service agents to be available round the clock for any enquiry, complain and other information.
As a result, enterprises are having to invest more into acquiring the adequate amount of team members and training to get the job done. The other possible solution is enterprise chatbots, which can make the 24/7 customer service a reality. These chatbots can provide fast solutions.With the help of Artificial Intelligence, they can perceive data well and give more accurate and personalised solutions.
They cut costs of businesses and can do repetitive work. Not only do they keep their end users happy, but they also take off the workload from customer service counterparts, allowing them to concentrate on more complex tasks.
4 Impressive Chatbot Statistics
- According to a study by Gartner, by 2020, 85% of all customer interactions will be handled without a human agent.
- 80% of businesses want chatbots by 2020 Oracle
- The global chatbot market is set to grow at CAGR of 37.11 between 2017 and 2021 Orbis Research
- Chatbots expected to cut business costs by $8 billion by 2022 Juniper Research
What is an enterprise chatbot platform?
A chatbot platform is a toolset which is used to build and deploy chatbots. Before building a chatbot, a company must first identify the purpose of building one and challenges it will address. Once the strategy is ready, enterprises can use a bot builder platform to build, train and manage customised bots.
The AI bots need minimum deployment time and almost zero coding knowledge.
Powered by subcomponents of AI like Natural Language Processing, Machine Learning etc., these platforms can deploy tailor-made bots which usually integrate into the existing enterprise systems.
For example, by using Acuvate’s bot builder platform i.e. BotCore, you can even integrate your bots with platforms like Google AI, Amazon AI, IBM Watson, etc.
Chatbots and their Deployment Options
Chatbots can live on any channel that acts as a medium for text-based dialogues with APIs to enable the deployment of automated applications. These include:
Carrier channels
- SMS
- USSD
Non-carrier channels
- Facebook Messenger
- Twitter (public timeline or direct message dialogues)
- WeChat, Kik, LINE, Viber,
- Skype for Business
- Slack
- Microsoft Teams
- (WhatsApp does not yet officially provide an API, as of May 2017)
Embedded Chat
- On websites
- Within mobile apps
- On kiosk terminals
How enterprise chatbots are changing customer service for the better
Providing 24/7 service
Consumers want quick answers to their questions. Delay in response or incorrect response is going to deter a consumer, use your services. Chatbots bridge that gap. When other team members are too busy, or past normal working hours, chatbots can take the lead in answering queries.
If they’re not capable of helping entirely, they can at least answer consumer’s FAQs, or if possible, stall until a team member is available. There’s nothing worse than not receiving an answer to a question, and a simple welcome message from your company, chatbot could make all the difference to your customer’s experience.
Engagement with customers
Enterprise chatbots are the future of customer service.The AI-powered chatbots are gradually reducing the human dependency.
The backbone of chatbots that’s natural language processing and machine learning, is making huge progress every day and so chatbots can more conveniently comprehend customers’ queries and provide satisfactory answers.
They are also available 24/7 and able to integrate into popular messaging/social media platforms. The bots can be used to scan through heaps of data, like individual’s social media profile and shopping patterns, to create personalised offers for the individual. The result is customers get more engaged with a brand’s products or services.
Image Source: www.eyecatchers.co
Cutting Costs
By implementing enterprise chatbots in your organisation, you free up your customer service agents.You as a company to cut costs and can divert your agents to concentrate on more important tasks. Chatbots have incredible ROI’s.
Handling Repetitive Tasks
Although chatbots still cannot fully understand the tone and context of natural language, they still can answer the daily monotonous and repetitive questions. Aside from handling repetitive requests, your chatbot may be better at further engaging the customer once the tasks have been marked as complete by using the data gathered to push personalised offers to each customer, on demand.
The rise of messaging applications
From 2015 onwards, the number of people using messaging apps has become more than social media. People are using apps to connect with brands. This is a new way for businesses to connect with new and existing customers. Businesses now have newer sources to generate revenue, by using real-time, customised customer service bots within messaging apps.
As an example, there are more than 34,000 chatbots on Facebook Messenger alone!
Demand for self-service options
The majority of millennials are looking for self-service options instead of chatting with a customer service rep. A recent customer service study revealed that 72% of GenX don’t like to call a customer service agent to resolve their issues. These tech-savvy people prefer to solve their issues, by reading self-service solutions like FAQs, going to forums and online chat /chatbot.
Those businesses which do not adapt to change, risk communicating effectively with next-generation consumers, which can negatively impact their business.
Conclusion
Enterprise chatbots are proving to be crucial to businesses big and small in a variety of industries. By implementing one today, you will benefit from some, if not all, of the points mentioned above. The key to company success is keeping your customers happy, and with an enterprise chatbot, you’ll not only further satisfy your audience but also help your teams manage their workload while allowing them to be more productive.