“I am not waiting in that line”!
How many times you have seen companies losing a customer due to long wait time. Don’t sweat, we have a customer service rep who is always serving customers without any wait, day-in and day-out, 24*7, without any weekend or holiday breaks. Welcome to the world of intelligent chatbots who can converse just like humans (mostly!).
You have probably heard about the several advantages of chatbots for customer support. The use of chatbots is on the rise today. These digital assistants can assist your consumers in real time if they require assistance. Not only that, but chatbots have proven to be beneficial to both small businesses and large corporations because they provide proactive customer interaction at any time of day, even for those with limited manpower, and they can also collect feedback through simple questions and help you improve your services/products.
In the context of e-commerce, communicating with clients through live chat interfaces has become an increasingly popular way to deliver real-time customer care. Customers utilise these chat services to get information (for example, product specifications) or help (e.g., solving technical problems). Because of the real-time nature of chat services, customer support has become a two-way conversation with important implications for trust and satisfaction.
A chatbot is a computer programme that engages with clients by simulating human conversations. Chatbots are typically found in the “layer” of customer assistance or experience. Their attractiveness stems from their ability to contact customers immediately or 24 hours a day, seven days a week. Intelligent bots that are fully automated are on one end of the spectrum. A human-staffed chat channel is on the other end of the line. In the centre, there are hybrid alternatives, such as having a chat channel (or “digital assistant”) staffed by humans during working hours and providing pre-set responses to pre-set requests all day.
According to research in the past, AI has failed to meet the needs of both customers and enterprises. Many people underestimated the intelligence of AI when it first became available. When clients were confronted with confusing chatbot error messages instead of “intelligent discussions,” the chatbot hype fell flat. Chatbots, on the other hand, struggle to understand the genuine intents of consumers because they respond based on patterns and keywords in their database, making people a far better alternative for customer enquiries. So how can this new technology aim to develop an emotional connection if it can’t even grasp simple client inquiries? Is it possible to have a “conversation” with their audience that leads to the sale of the brand’s product?
This is where the human component comes into play, delivering efficiency that automated chatbots can’t match due to their ability to tailor conversations and better comprehend context. One of the worst mistakes a company can make is to use chatbots as a stand-alone service. When a chatbot replaces a human agent, it will fall short since it is unable to handle the obstacles that a human agent can.
Furthermore, there are some situations in which a personal, human touch is unavoidable, therefore human labour will never be replaced. Humans, unlike chatbots, can empathise with dissatisfied and furious clients and provide reassurance.
To provide seamless customer service, it is vital to mix AI technology with a human touch. Overall, the optimum answer is a hybrid paradigm. All chatbots require is a little human assistance.