Tips to deploy conversation A.I. for business

24 May, 18

We’ve all been on the receiving end of “We’re sorry, but we’re experiencing unusually heavy call volumes. You can hold or try back at another time” at some point in our lives. Often a trivial unanswered query can lead to disgruntled customers opting out of associating with the brand. In fact, a research study by Harris Interactive revealed that a staggering 86% of consumers quit doing business with a company due to bad customer experience. Furthermore, the study suggests that it takes 12 positive experiences to fade out the memory of a bad customer experience. Needless to say then, ensuring a good customer experience is vital to ensure continued growth of any business.

Rise of the chatbots

While the in-store experience has till recently played a very important role in ensuring a pleasant consumer experience, rising inclination of the population towards shopping on e-Commerce websites has steadily changed the way businesses interact with consumers. Emails and phone calls for support are passé, as the proliferation of messaging apps in recent years has meant that most people now prefer texting as the new form of communication. This paradigm shift in the way businesses interact with consumers has led to the emergence of chatbots. Chatbots allow for a more intuitive way to interact with consumers, as opposed to making a phone call or drafting an email. This is backed by a study by GlobalWebIndex, that suggests that 70% of people prefer texting than calling. Here’s taking a look at some of the many reasons why chatbots are here to stay.

Requires no human intervention

Unlike conventional services such as brick and mortar customer care centers and off-shore call centers, chatbots do not need any human intervention to respond to consumer queries or proactively engage with them. This also rules out instances of any bias or human error. Also, unlike the abominable ‘not-so’ interactive voice response (IVR) systems that have just a handful of responses, chatbots have a wide array of pre-programmed responses to allow for a smooth interaction with the consumer.

Allows for natural communication

New generation chatbots leverage AI to enable natural language processing. This means that consumers need not stick to a standard set of responses or prompts to interact with the chatbot. Also, integration of machine learning translates to ‘evolution’ of the chatbot over time, wherein it can predict user behaviour and accordingly provide relevant prompts and notifications. It allows for a high level of personalization, in turn creating a more pleasant environment for consumer engagement.

Versatility of platforms

Chatbots are mainly based on popular messaging apps such as Facebook, Telegram, and WhatApp. Chatbots, with minor change to their coding, can be deployed across various platforms. This greatly increases their reach, allowing consumers to choose any messaging platform of their choice to interact with the business.

Brings in major cost savings

Chatbots do not require any major overhaul of the existing IT infrastructure and thus, are highly cost-effective for companies to deploy. Also, chatbots can handle large volumes of data that allows for interactions with thousands of consumers simultaneously. These are vastly cheaper to deploy than operating a customer care center and allow for consistent 24×7 customer service.

Allows for deep client insights

Chatbots gather extensive data such as location and device and browser used by the user. This provides for large volumes of data that can be analysed to understand consumer behaviour and accordingly provide offerings in line with predicted consumer trends in the future.

Businesses across industries are rapidly adopting chatbots, given their myriad number of benefits. Further advancements in technology will pave the way for an even more seamless interaction of businesses with their clients, exponentially enhancing consumer experience. While this might well be termed as the dawn of the chatbots, it has reinstated the consumer as king and businesses too rejoice!