Ai Chatbots And Their Roles In Businesses
WHAT ARE AI CHATBOTS & WHAT IS THEIR USE?
Chatbots are nothing but simple chatting applications that stimulates a normal human conversation via voice commands or text messages or sometimes both. The word chatbot is short for chatterbot.
This Artificial Intelligence (AI) feature can be embedded into any application providing a chatting facility for different purposes.
Since the tech field is already evolving, we can now use both AI and machine learning together to process large amounts of related data and use it to build more efficient AI chatbots that have a better understanding and can make quality decisions.
Nowadays, developers are incorporating natural language processing (NLP) to build bots that can sync well with human speech (or typed text).
WHY AI CHATBOTS ARE IMPORTANT FOR BUSINESSES?
AI Chatbot applications smoothen interactions between people and services and thus provide enriching customer experience.
AI chatbots provide businesses with opportunities to enhance the customer engagement process and increase operational efficiency by reducing the usual cost of customer service.
However, human support is still crucial to make AI chatbots a success for the brand/ business.
Usually, these AI chatbots are required to be configured, trained, and optimized according to the brand/business and their target audiences. This is done by experienced professionals.
A few of the major roles that AI Chatbots play in Businesses are as follows: –
i. Call center support to reduce customer wait time.
By implementing AI chatbots as call center support systems, companies can provide instant service to customers.
Customers get immediate responses to common questions in a chat window instead of waiting in line on a phone call or writing an email for every small query.
This would not only speed up the customer service interactions but also involve less manpower with support services like requesting an account balance or scheduling an appointment. Instead, these employees could help to provide other complex services.
ii. Enterprise support.
When it comes to being support systems, AI chatbots are not only good at customer service but can also take up the responsibility of integrating with enterprise backend technologies like inventory management or customer relationship management (CRM).
With this AI chatbots can help your business sales representatives perform their usual tasks faster and more effectively.
iii. Digital personal assistants
Some of the famous AI chatbots working as digital personal assistants are – Siri, Microsoft’s Cortana, Amazon Echo with Alexa, and Google Home.
These chatbots facilitate daily activities like ordering groceries or booking a vacation etc from mobile.
In businesses, these chatbots perform as replicas of human personal assistants.
iv. Serve up resources that customers need
AI Chatbots can be used to send automated greetings in a chat window when customers join a certain brand channel or buy their subscription or any product item.
This may seem simple but it highly efficient customer engagement technique. It can also be used to direct people to the resources they are searching for.
v. Identify leads for the business
The most advantageous feature of AI Chatbots is that they can be extremely powerful in analyzing the initial support interactions with a customer or prospect and segregating the ones that can be led forward for follow-ups by service agents of the firm.
This saves up extra time and resources required for lead generation.
AI chatbots can be used to conduct short surveys and gather an email address if the user wants to inquire further, thus delivering a more qualified lead to a sales rep.
These conversations can even be used to personalize future customer interactions.
CONCLUSION
It is a known fact that AI Chatbots can’t replace a human at work, but at the same time, we can acknowledge that having them makes a bunch of tasks easier and faster.
AI chatbots can be developed for a variety of purposes in almost every sector of the economy.