In today's society, everything seems to be controlled by the technology. Whether its the computers we work with everyday or the phones we look at 24/7, if we want to admit it or not technology is what makes the world go round. For the past decade or so, one of the most influential parts of technology in our lives has been Chatbots. We use them every day for simple tasks like find out the score of the game, ordering pizza for dinner or even getting tickets to the hottest movie that just came out. With Chatbots making our lives easier day by day, it was only a matter of time before they were used to replace everyone's least favorite thing ... customer service.
If you have ever been lucky enough to call customer service you know how painful the process can be. Once that 1 (800) number is dialed on your phone you know you're about to take at least 30 minutes out of your day, getting transferred from department to department just to activate your newest credit card or some other simple task. Just thinking about it may make most of us upset, however there is no need for that anymore!
Companies are (finally) realizing that by changing the dynamic of customer service, customer satisfaction will begin to go up. Reports have shown that by 2020, more that 80% of companies will no longer be using real people for customer service but will use Chatbots. Although many of you may still think that no matter how you change customer service it will still be customer service, the advantages of adding AI power to customer services is tremendous. Take a look at some of the ways things can change for the better:
Available 24/7: Bots are replacing live chat and other forms of contact such as emails and phone calls.
Better Lead Generation: Chatbots can ask the necessary and related questions, persuade the user and generate a lead for you. Chatbots ensure the flow is in the right direction to get higher conversion rates.
Monitoring Consumer Data & Gaining Insights: Chatbot will remember all your chats and provide you with relevant choices the next time you visit it.
Sales Assistant: People could use Bots for getting product knowledge and suggestions on financial products. This would help the users get a more personal touch from the Chatbot.
Although it may be a while until all customer service lines we call are Chatbots, its nice knowing that we will eventually get our cards set up without being on the phone for 30 minutes
According to marketing gurus by 2020 more than 80% of customer service will be conducted without engaging humans, it will be taken over by AI-powered Chatbots.