In today's age of technology, a lot of work can be done by a robot or a human-like object. With
any product, customer service has become an important part of today. Everyone knows about
his service before buying the item. However, The item also comes with a user manual. What if
we purchased a website or application? Functions may change at a regular time interval. I need
to ask for service regularly. Then who I need to talk with. So, chatbots are proved as a boon to
providing service to the customers 24*7.
What is a chatbot?
A computer program designed to simulate conversation with human users, especially over the
Internet. These bots can be given distinct personalities as well. Chatbots can understand written
and spoken text, and interpret its meaning. The bot can then look up relevant information and
deliver it to the user. Most modern smartphone apps rely on chatbots to function. Two
technologies are in use to deal with the chatbots.
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| Photo by Alex Knight on Unsplash |
· Command based chatbots
· AI-based chatbots
How can chatbots contribute
1. Improve Customer Service: Many times the customer needs help. For example, Some get
lost due to navigation issues on your site. Some get mixed up. Sometimes there may be missing
information about a product. In these situations, chatbots can provide assistance in real-time
like a sale person in a real store.
2. 24*7 Service: The most significant advantage of having a chatbot is all time service. Adding to
that, Rather than calling to customer care they can get instant service from a chatbot.
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| Photo by Agê Barros on Unsplash |
3. Proactive Customer Interaction: Companies apply a “passive customer interaction” which
means they only respond to customers when they are connected and not initiate the
communication. chatbots allow you to start a conversation with each customer regarding any
issue, any time of the day.
4. Enhance your business: Live care providers can handle only 2-3 customers at a time.
Where chatbots can do this task inefficient way with no boundary. In addition to that, they
are able to answer differently simultaneously.
5. Analytical Behaviour: With feedback, they collect through simple questions, you can make
improvement on your services/products. More about the Frequently Asked Questions Will be
able to give clear information.
6. Cost Saving: Creating a chatbot can be much cheaper to make once than wages for
employees.
