Artificial Intelligent Chatbots for Customer Experience

In this chapter I’ll cover how intelligent chatbots transform customer experience by delivering a more personalized service, and how a deeper understanding of your customer can increase customer engagement.

Greater Understanding of Your Customer with an AI Chatbot

One of the key drivers for using chatbots is to improve the customer experience through increased engagement and a more personalized service.

Customers want an experience that is fast and convenient. Chatbots remove the need to dig down through endless menu systems. Customers can simply ask for what they want, just as if they were talking to a live assistant—and get the right response, every time.

Chatbots are perfect for resolving customer service issues, troubleshooting common problems, helping with account administration and providing general advice. And with over 40% of inbound queries typically deflected to automated channels, there are significant cost savings too.

Chatbots Need to be Smart

But to substantially improve the customer experience, chatbots need intelligence.

While customers are used to the experience that Siri or Alexa gives them, it’s widely known that there is no personalization or intelligent understanding about their demands.

An independent survey found that over 70% of people wished their voice assistant understood the context of their conversation better, with 40% abandoning the application when it didn’t.

To achieve an intelligent and engaging experience, enterprises need a conversational AI chatbot platform that can deliver humanlike conversations over any channel, in any language. One that enables a chatbot capable of following the user as they switch devices and services during the day. While delivering a personalized response by remembering pertinent facts, user preferences and using back-office databases or third-party information to provide a comprehensive response.

Beyond Customer Service

Chatbots shouldn’t be thought of in isolation as, a point solution to solve a single problem. They need to be incorporated in the overall corporate strategy. For example, a customer service chatbot typically knows about an enterprise’s products and has already been integrated into a back-end CRM system.

Why not expand their knowledge and allow them to sell more too?

Stock availability, the day’s special offers, recommendations for complementary products, a chatbot can easily have this knowledge at their fingertips. Using CRM information and other data such as past purchases, web navigation pattern and real-time analysis of the customer conversation, a chatbot can maximize the potential of every sales transaction.

Data Ownership is Essential

One of the key benefits of enterprise-focused AI chatbot platforms is that the business owns the data the system generates. This can provide vital information – for example, exactly what stage of the purchase process and why someone didn’t complete – helping lower customer abandonment rates.

Conversational data also enables businesses to develop a greater understanding of what customers are looking for, how to improve information provided and deliver other business insights such as product purchasing trends. Even when the data has been anonymized or aggregated because of data privacy regulation, a wealth of valuable information can still be generated.

Increased Engagement Drives Revenue

Chatbots are transforming customer engagement by bringing together a variety of automated touchpoints to create a closer, more personalized conversation that has customers returning again and again. Increased engagement means more actionable data to personalize the experience even further, while delivering that enriched information back to the business.

For enterprises looking for innovative, cost effective ways to build a closer relationship with their customers, intelligent chatbots are now a critical component of a digital strategy.

Visit artificial-solutions.com/chatbots to read the full Chatbots Guide for 2020