Blog Post Discover how chatbot automation can transform your customer service. This blog explains the benefits of AI chatbot automation for customer service in detail.
Syed Hassan ZamanAs a business owner, you must know the significance of providing efficient and proactive customer service. However, as business grows and continues to upscale, it becomes humanly impossible to deal with increasing customer queries, complaints, and business operations at a time.
This is where AI support and chatbot automation step in. AI chatbots are helping businesses reimagine their customer services. According to a customer survey, 90% of modern customers think companies should use chatbots in customer service. Do you know why?
Keep reading to find out the reasons behind and how you can make the best use of chatbots in your business.
Chatbot automation is using AI-powered chatbots in different areas of a business, such as sales, marketing, and customer service, to improve working efficiency and provide non-stop customer support. Before moving towards chatbot automation, we will first understand what a chatbot is and how it works.
In simple words, chatbots are dialogue-based computer programs and software that use artificial intelligence to function. They are designed with the help of NLP and machine learning, enabling them to understand a user's intent, interact with them, and respond to their queries in a conversational and engaging way. The conversations usually happen in the form of text or voice communications.
Do you know: Since 2019, there has been a 92% increase in the use of chatbots, which makes them the primary communication channel for thousands of organizations.
Chatbot automation uses natural language processing (NLP), machine learning, and a knowledge base for creative thinking, problem-solving, and engaging with humans. Let's see what happens when you interact with a chatbot:
Using AI-powered chatbots can bring a lot of benefits to your business, such as constant customer support, increased efficiency of employers, and a personalized customer experience. Let's take a look at these benefits of chatbot automation one by one. these benefits of chatbot automation one by one.
People need a quick response to their queries and questions. Chatbots can provide 24/7 customer support without a break. This is important for businesses that have a global presence, and it might not be possible to connect with a human agent all the time. Suppose a customer has a question about a product or a service, and there is no live agent available due to the time difference. In that case, a chatbot can quickly provide the required information within seconds.
Chatbots can function across multiple channels, such as websites, social media messaging apps, and mobile applications, with the same efficiency, providing multi-channel support to customers.
An automated chatbot can easily handle a massive chunk of customer queries through live chat. This means they can guide customers about a company's products and services, track shipment status, and register complaints. The internal data and knowledge base enable them to help people with FAQs, how-to guides, and informational articles so they don't have to contact live agents for everything.
This eases the burden on your live agents, and they can focus more on productive tasks that need critical thinking or immediate attention.
Chatbots can easily store the information and data shared by users, such as name, date of birth, demographics, and purchasing preferences. Companies can connect this data with their CRM to create a personalized experience for their customers, such as:
We all feel an instant connection when someone pays attention to our preferences and choices. Similarly, customers are more likely to pay attention, click through, and interact with your business with personalized marketing. This increases customer engagement and builds a strong brand reputation.
Customer feedback and reviews are the most honest parameters to determine the performance of a business. Chatbots help customers with their questions but also collect valuable data and feedback from these interactions.
AI chatbots are enabled with review and rating options that allow customers to share their feedback about a product, service, or their interaction with a chatbot. This feedback can help you improve your products, enhance the customer's service, and develop a positive relationship with your customers.
These are just a few examples of chatbot automation; there are a lot of other features of chatbot automation, such as reducing customer service costs, scalability, multilingual support, and improved sales, from which businesses can benefit.
Nowadays, you will hardly find any business that does not use AI automation or chatbots in their customer service. We have shortlisted a few niches that are taking the best advantage of chatbots.
E-commerce and online retail are among the most thriving businesses, which are expected to reach $8.8 trillion in 2024. Therefore, it is common to see them getting the most out of AI automation. Online businesses integrate chatbots with their websites and social media applications to facilitate customers. These chatbots engage with customers to help them with their buying journey, automate sales operations, provide post-purchasing support, and handle customer complaints.
After E-commerce, medical and healthcare are the one of the largest consumers of chatbots. The global healthcare chatbot market is expected to reach a total revenue of USD 1,615.2 million in 2032. It indicates an impressive CAGR of 18.3% as compared to 2023, which shows the growing demand for chatbots in healthcare. There are many more benefits of using them in this industry.
Such as healthcare chatbots help provide critical medical information in emergencies, schedule appointments with physicians, and guide patients through different medical procedures. They also help reduce waiting time by dealing with multiple patients at a time and collecting early information about the symptoms of a disease before they meet with their doctors in person.
Banks are using chatbots in numerous ways to speed up their customer support and business operations. Chatbots and AI applications can be used to transfer money, pay bills, and answer basic queries such as house loan information or credit card details. They can also be used to provide customers with information about different banking procedures and educate them on how to avoid fraud and protect their financial information.
Chatbots are a great tool to upgrade your customer service, but there are some basic do's and don't that you should consider before employing them in your business.
Chatbot automation helps your business grow and evolve in many ways. It can help you provide consistent and non-stop customer service, enhance the quality of your products, and develop positive relationships with your customers. AI chatbot customer service helps you stay connected 24/7 with your customers. It allows your support staff to focus on more important and technical tasks so they can work on providing and maintaining an excellent customer experience.
Looking forward to speeding up your customer service? Try Aidbase. With the best live AI chat support and automation services, Aidbase provides you with customer support that never sleeps!
