Thank you for Subscribing to CIO Applications Weekly Brief
Chatbots Reshaping the Future of Field Service Management
Fremont, CA: Chatbots are becoming increasingly popular in almost every industry for a variety of reasons. Some businesses, for instance, use them to save time and money on customer service requests. In fact, chatbots can help businesses save up to 30 percent on these requests. Others depend on chatbots to act as team gatekeepers. Others see chatbots as a way to serve their audience during non-business hours.
Chatbots and Field Service Management
Field service management has also started embracing chatbots. In fact, many field service management platforms can use chatbots to streamline processes and provide customers with the most up-to-date information as quickly as possible. Some businesses, for example, require a customer to communicate back and forth with a member of their team in order to schedule a call. A chatbot eliminates the need for that team member to be present. Instead, the bot will contact the customer to schedule the call at the most convenient time.
That is not the only way chatbots can assist. They can save even more time by answering basic customer service inquiries. They will be able to respond to the most frequently asked questions once one has created a baseline script for them. The artificial intelligence program will then be able to communicate and provide accurate information to one's customers as it learns.
In terms of artificial intelligence, chatbots can act as a personalized marketer for each customer. Instead of just an auto-response, the technology can identify opportunities for upselling and deliver marketing messages in a targeted manner.
Chatbots can also benefit one's team in ways other than simply saving time. Rather than manually searching for a customer's history or attempting to find additional information while on the job, technicians could use a chatbot to access any necessary files. This can lead to better service for one's customers because the technicians will be able to spend more time with them and provide the necessary services.
The Demand for Technology
Every day, it appears that technology is becoming more valuable. Being able to handle problems and work remotely has become a critical option, particularly during the COVID-19 pandemic. Chatbots are another layer of this important technology. Remote solutions are undoubtedly the key to success in 2020.
Chatbots can even act as a troubleshooting salesperson at times, walking a customer through their problem and afterward recommending the piece they need or the order they should place to fix it. People who work remotely may be less likely to pick up the phone and prefer to type their problems into a chatbot.