People often dislike when they are having trouble with a product and they open the manufacturer’s page only to find that, to their dismay, finding customer support is a nightmare in itself. That is going to turn into a negative review, without a doubt.
In come chatbots, which often present themselves as popup windows, usually in the bottom right of the page, encouraging you to communicate with them. Chatbots are just written scripts, most of the time, which react to customer input in the most appropriate way. Should you need actual human input, they signal customer service and somebody else takes over. Are chatbots helping develop businesses in any way other than dealing with frustrated customers?
Chatbots – A Doorway into the Minds of Customers
What people see as chatbots are actually great ways of collecting customer data, which can afterwards be fed to an AI, who will learn and improve, seeking the best outcomes when they inevitably take over the jobs of chatbots. AIs can benefit from the data that chatbots collect.
Cheap Alternatives for Repetitive Tasks
Customers often ask the same questions over and over. Most customers do not know or want to know that each site has a F.A.Q. page which often has answers to many of their repetitive questions. For an employee working in customer service, getting asked the same question over and over again would be motivation enough for them alone to build a chatbot to take care of that one annoying task for them.
This is what chatbots do by answering repetitive questions which require no decision-making skills. There are robots and AIs with decision-making skills, but they are very specialized and expensive.
They Save Time and Money
If an employee working in customer service has more time to deal with actual problems which need attention and detailed inspection, being cluttered by repetitive questions is not going to leave enough time for everyone. Chatbots can take care of those questions and if not answer them, then sort them by priority. Some chatbots are simple, others are able to sort customer queries and complaints according to their severity.
Chatbots are helpful, time saving and cheaper than humans. They are also a possible investment into the future, should they be replaced by more versatile and capable AIs. chatbots might become an important part of communication in the coming years.