When a customer buys a product, he does not only take away the bought item to the home. But also, the brand name and connection towards it. In this modern world of Branding and Sales, customer service and experience with the company is of prime importance.
Chatbots are the Artificial intelligence that simulates the conversation with the user. Lately Chatbots are used by most companies to improve the customer experience. The real human-like interaction can be initiated with the help of Chatbots. Many apparels brands have introduced Chatbots as their style specialist. These chatbots ask questions about your taste and preferences. And lastly, they show you items of clothing as per your requirement.
Recently, many banking sectors have introduced Chatbots to interact with their customers. They not only tell you about your account balance and current transaction but also educate you about the new schemes to save money.
What is Chatbot?
Chatbots are automated software that is designed in accordance with the need of the company. Chatbots are essentially categorized as Artificial Intelligence as it automates the conversation with the user without any need for human help. The software of the Chatbots is based on independent platforms or via websites. They work like instant messengers which can initiate a discussion with the user and respond to their queries timely.
The unique thing about the bots is that the user needs to use the exact commands for their conversation. Chatbots are designed to adapt and learn from the process and try to understand what the user is demanding. Hence, the user can ask the query from the Chatbot with simple and plain language. The best examples of commercial Chatbots are Erica of Bank of America, Alexa by Amazon, and Siri by Apple.
Why there is a need for Chatbots for better Customer Experience?
In the modern world of competition, it is now very essential to keep up with customer satisfaction and offer the best services ever. With the chatbots the company can offer human-like interactions to the customers. Chatbots take the user inputs from the users and process them according to their AI. The output of the chatbots is designed as per the company policies. Hence, customers get ideas and tips from the chatbots like any other human associate of the company.
Many business brands like Sephora, eBay, Emirates, and many other listed and esteemed companies have already designed and launched their chatbots for the best customer experience.
Will Chatbots replace human agents ever?
Chatbots are cost-effective options for companies if compared to human agents. Traditionally companies hired the agents who would take the calls and converse with the customers. This would entail costs and expenses for the company. But with the help of Chatbots things have changed. These software-based chatbots are cost-effective, quick, and very easy to manage. The human agents would take long hours to pursue the customer query. But with the Chatbots now the company can handle more customers in less time. Bots can learn your business and reply your customer as per your pre-set instruction.