How AI Chatbots are Shaping the Future of Customer Support
Bharat Lalcheta
Co-Founder & CTO @ HoduSoft | Telecom Innovator, Designing Telecom Solutions
Have you ever noticed how brands that have implemented the use of AI Chatbots have evidently managed to up their sales and increase customer loyalty? According to a recent survey conducted by Uberall, 80% of customers prefer using chatbots when engaging with a brand and about 40% of customers are keen on learning more about chatbots when purchasing from select brands. From a customer support point of view, these statistics clearly highlight how AI chatbots, in collaboration with human intervention, are the way forward for several industries and niches across the spectrum.??
Today, the market is as competitive and versatile as possible and retaining customers is the need of the hour. To enhance customer loyalty, companies need to focus on providing fast and efficient customer support. It goes without saying that long wait times on hold or cumbersome service processes can drive customers to turn to competitors. By meeting customer needs with quick, easy, and seamless service, companies can stand out in a market where customers have many options to choose from.??
While reducing call center costs is always a vital task, offering top-notch customer experience is equally important. Traditional investments have primarily been in improving software and expanding communication channels such as email and messaging. However, the next wave of innovation in customer service is the incorporation of artificial intelligence to enhance the customer experience even further.?
Chatbots are revolutionizing the customer service industry by reducing costs, enhancing customer experience, and freeing up time for your agents. AI-powered machine learning and natural language processing can automate routine customer inquiries, and assist agents in real-time by routing calls to the best-suited agents, and evaluating their performance. Be it on a customer level or on an employee level, chatbots are rising as a valuable tool in the customer service industry.?
Having said that, customer service leaders or managers need to address a considerable percentage of consumers who aren’t entirely convinced about the efficiency of chatbots. It has been cited that about 27% of customers would like chatbots to accompany a human representative for a positive experience. Furthermore, 19% of consumers prefer chatbots that are equipped with the “human sound” when engaging in conversations.? This proves that while AI-powered chatbots are the future of customer service, there’s still some room for improvement. Additionally, it’s our responsibility as call center leaders to implement appropriate, customer-centric technologies when the business calls for it.?
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HoduSoft is on the verge of releasing WhatsApp bots and chatbots with which we intend to:?
AI chatbots elevate customer service by offering relevant information and solutions quickly, giving agents the time to focus on complex issues. Its full potential in customer service may take time to realize, but its impact and potential are undeniable.??
Are you already investing in chatbots and AI-powered solutions to support your business? If yes, how is it impacting your ability to provide impeccable customer service? If you haven’t switched to chatbots yet, what’s holding you back? We would love to hear more about your views and concerns about the role of chatbots in call center, customer support. Please feel free to share your valuable insights in the comments section below.??