How Chatbots Create Value for Business
Automated chatbots are becoming indispensable employees. Not only do bots help customer service representatives overwhelmed with simple requests. They also establish rapport with customers who seek a streamlined digital experience.
Text-based chatbots come in various forms. Some work like a Frequently Asked Questions web page, quickly resolving easy queries and handing human workers an interaction when the conversation gets deep. These are known as “rules-based bots,” which possess little personality. More advanced machines can probe deep, even learning from previous interactions. Software like this offers personalized experiences for customers. While millions of internet users today expect some form of automated help, they’re happy to deal with a more straightforward bot if it gets the job done.
Chatbots for Call Centers and Phone Support
One of the most outstanding results of implementing chatbot tools is a simplified customer-service experience. Users encountering these machines see themselves as the primary beneficiaries of this technology. It’s always good for customers to believe they are the center of the world. Still, AI chatbots are more beneficial to the organizations that implement them than users of digital assistants.
One of the worst customer service experiences possible starts long before an employee picks up the phone. Waiting on a phone line for close to an hour will make anyone cranky. The sour taste of wasted time lasts hours. Chatbots reduce this burden immensely. By solving simple questions, a bot minimizes wait-times, improves overall customer satisfaction, and can direct complex queries to the relevant human agent. They also work 24/7. An intelligent bot makes customers believe your business is waiting for them, not the other way around. The technology also minimizes employees’ time spent on repetitive questions and frees them to interact with customers most in need.
An effective robot can handle many customers at once, cutting customer service costs substantially. One study found this technology allowed for a 30 percent reduction to budgets dedicated to servicing customer requests. The paradigm shift underway is astounding.
Chatbot for Websites and User Experiences
To create a chatbot assistant in 2021 is to stay with the times. Internet users increasingly find traditional sites confusing and cumbersome. The finicky drop-down menu, sketchy search bar, and disorganized web pages have been a nightmare since the nineties. There haven’t been better options until recently, in any case. Data confirms the new reality. Fifty-three percent of site visitors are more likely to purchase from a business that they can message. Indeed, in healthcare and retail fields to travel and hospitality, nearly three-quarters of netizens prefer AI to human interactions for simple questions.
User experience (UX) is a growing field of focus for goods and service providers because a poor interface can waste time and induce stress. For folks who are frustrated, finding a modernized alternative is usually a click away. Creating an effective digital structure for chatbots, AI tools, and other improved site mechanisms makes future pivots easier to implement.
Improving digital accessibility to marginalized groups can be difficult. Bots can implement these changes far cheaper than a total redesign would cost. Some chatbot builders sell themselves as one size fits all. Voicify provides customization options to perfect the web experience for all users.
Chatbots can also make online spaces more accessible to elderly people who struggle with web interfaces. Instead of fumbling through many web pages, a bot can provide pertinent information quickly, reducing confusion.
Corralling scattered-site information is a major benefit of AI. For example, troubleshooting an appliance or electronic usually involves a visit to a forum where many ideas fly. When fixing a printer, instead of scrolling through conflicting sentiments on a forum, users can ask a chatbot for the best course of action. If the bot is capable of asking follow-up questions to derive the root cause of the problem, the issue will be resolved far quicker than reading forum threads alone.
Chatbots for Customer Service
Easily accessible chatbots recall the professional knowledge of a brick-and-mortar store employee. Ask the clerk where to find something, and they will send you on the optimal path to retrieve them. By resolving actions taken on a site against the time spent on that site, users understand that service to be more effective and coordinated. Chatbots that improve mobile users’ browsing experience will make search engines reward the improvement.
Chatbots streamline customer service. Better customer interactions are the most apparent outcome. Burned out service representatives know how much time is wasted every day by questions resolved on FAQ pages. If a one-hundred-person team spends a fraction of their shift on tedious inquiries, repetitive requests can waste thousands of dollars on a given day. Those people should be answering harder questions for customers while reducing wait times for others.
Another critical element of chatbot value creation is the integration of new services. If an organization is considering building and running a chatbot, it may wish to jump on future technologies in the next few years. The absolute best way to introduce future features is through AI chatbots. These machines can explain perks, rewards, and novel functions to users directly. More internet users will adopt chatbots as their preferred browsing method. So, the text-based bot will serve as a sherpa, guiding people to the best possible online experience.
Chatbots are more than customer service representatives. They offer a swift, intelligent, and friendly face for businesses. Consider them a tool to put products and services in users’ hands. They are easy to use and fit perfectly in existing software ecosystems. Voicify provides an unparalleled suite of chatbot creation tools to develop the perfect bot for every application.
Integrating Chatbots with Voicify
Voicify operates as a single platform to create, deploy, manage and analyze your conversational chatbot experiences. Just like managing web content in a single system for the user to access in the browser of their choice, Voicify brings the same central management concept to chatbot content management across the leading platforms. By leveraging Voicify as your chatbot experience platform you simplify the management and optimization processes while reaching thousands of devices across the leading chatbot platforms. As seen below, these platforms are: Cisco Spark, Twilo, Skype, Tropo, Line, Twitter, Viber, Telegram, kik, Facebook Messenger & Slack.
58% of online adults have used voice search and 33% were using it monthly in early 2019, up from just over 25% monthly reported use in September 2018.
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