The Future of Chatbot-based Customer Experience

CIO Applications| Tuesday, March 30, 2021

Chatbots are gradually moving beyond enabling the online user experience, eventually having a broader, more significant impact on the organizations' revenue.

Fremont, CA: Chatbots are getting more advanced, functioning regularly into the mainstream. From instant access to banking information to contacting a live health practitioner, companies and customers have started considering them as a vital part of their connectivity pipeline, the key to fulfilling customer needs and company competitiveness.

In 2019, around 67 percent of users used a chatbot for online support at least once. Since chatbots offer support 24 hours a day, the number will only rise when the users demand instant assistance. Within the next 6 to 12 months, 85 percent of companies will probably have a chatbot, and they will handle 30 percent of the customer service experience.

Curious about how companies and service providers will implement these new systems? Will bots replace any more customer service operations or play an increasing role in generating leads? Here are some ideas to consider.

User Experience Humanized and Streamlined

Any customer interaction must be conversational, and successful exchanges can only occur if the bots can understand the customers properly. Currently, 59 percent of the chatbots deployed are poorly built, unable to comprehend human demands. This confirms that most chatbots are not appropriately designed and easily overwhelmed when tasked with too much to do.

With the proper AI and an in-depth strategy, the chatbot can become more conversational, lead to a more human-like experience.

Examples of experiences are:

Switch customers to live agents with ease.

Experience engaging welcome messages.

Answering FAQs.

Scheduling callbacks.

After-Hours Sales

Chatbots are gradually moving beyond enabling the online user's online experience, eventually having a broader, more significant impact on the organizations' revenue. Bots may be taught to chat about particular sales and marketing strategies, landing pages, and selling specific items.

Consumers are online 24 hours a day and will arrive on a platform from several diverse backgrounds. Whether it is a direct advertisement, recommendation, SEO, or an organic search, customers usually have concerns about the goods, services or, details they provide.

Examples of improved customer service experience with bots are: they effectively address queries about vehicle models, facilitate the return process, schedule callback service, open the Aid Ticket, recommend the right watch, tear down insurance policies, and assist the client in locating the right bank or savings portfolio.

Bots that Meet Marketing and Branding Targets

Creating and developing a dynamic brand is the most critical goal of the marketer. Repeated positive interactions continue to build consumer satisfaction and a strong brand image. When users communicate with a chatbot, 80 percent of them report having a good experience. Customers are eager to connect with a chatbot, and the touchpoint is an ideal opportunity to involve them positively with a company.

The 24/7 functionality of the chatbot makes them a great marketing and lead-generating vehicle. More than 64 percent of consumers see 24-hour service as the most significant benefit of the chatbot. Well-built chatbots quickly gather user data and transform users into leads, helping them enter marketing.