Introduction:

As companies worldwide are adapting to the chatbot revolution, the technology is under great scrutiny for its pros and cons. A chatbot is a computer program that is used to textually communicate with human users on the internet. According to a report by Zendesk, people felt that customer service is the most important factor impacting vendor trust. About two-thirds of the participants felt that quick attention to their problems translated into great customer service. Such is the importance of customer service in a company’s reputation.

Challenges:

Companies often tread bumpy roads for good customer service experience. Customers that call helpline numbers often have to wait for many minutes before getting connected to an executive.

InfoGraphics and Stats from third-party sources supporting our argument:

https://www.invespcro.com/blog/chatbots-customer-service/

Or

http://www.smartcustomerservice.com/Columns/Expert-Advice/The-What-and-Why-of-Chat-Bots-in-Customer-Experience-122139.aspx

How AI and Data is impacting the sector:

A particularly useful application of chatbots is the simplification of customer service of companies. So much so that about 8 out of 10 companies are already using or are planning to use Artificial Intelligence in customer service by 2020. Artificial Intelligence is helping companies handle hundreds of queries at a time, which reduces the waiting time for the callers. A chatbot can help resolve mundane and simple troubles that customers face at a regular basis. If the problem is too complex, then it is transferred to a human agent for further action on it. Using chatbot helps in such cases as the chat transcript can be provided to the customer service executive so that the troubled customer

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