Customer support has become essential for any company, and must be efficient and personalised to respond to any requests or problems encountered. With chatbots, companies can offer excellent customer support, since these tools simulate human conversations in order to provide customers with the most accurate and personalised response possible.
To respond to customer queries and offer them the best possible solutions, chatbots use a knowledge base to draw on the most appropriate and personalised information possible. Find out how AI and chatbots are transforming customer support, from reducing response times to improving customer satisfaction.
Also known as a conversational agent, a chatbot is a tool that interacts with a company’s customers or prospects by simulating a human conversation. It is used extensively for customer support. This assistance can take the form of a programmed chatbot or a learning bot. The first is a virtual assistant programmed to send a pre-written and recorded response to a specific question posed by a customer or prospect. The learning bots, for their part, are trained on different questions that correspond to the most common customer cases and requests. They are powered by artificial intelligence, and are able to interact in a personalised way with a customer, analysing the content of the conversation and responding as precisely as possible to the customer’s needs.
Integrating AI-powered chatbots into a business can have a number of benefits for customer support, from handling a greater number of enquiries to being able to offer much more personalised interactions to each customer.
These tools are all the more accepted by customers as they offer the option of switching to an advisor during a conversation to deal with very complex subjects or those requiring empathy.
When a customer visits a company’s website, they can now get an instant answer to their question by asking it directly in the chat room provided. In this way, artificial intelligence makes it possible to improve processing speed, as customers no longer have to wait for a human agent to be available to receive personalised assistance. By offering immediate availability, chatbots help to improve customer satisfaction. Thanks to the integration of artificial intelligence and chatbots, companies are therefore able to handle a much higher volume of requests simultaneously. In fact, chatbots have the ability to respond to several customers at the same time, which greatly improves the efficiency of a company’s customer support or service. Chatbots can handle several conversations simultaneously, considerably reducing response and waiting times for customers.
Powered by artificial intelligence, chatbots also offer customers personalised interactions with a 360° view. AI analyses each customer’s data, purchase history and behaviour in order to respond as precisely as possible to their requests or make proposals tailored to their consumer profile. These recommendations and personalised assistance will enable you to take proactive steps to generate customer satisfaction and revenue for your company.
Exchanges handled by bots increase customer autonomy, reduce the number of incoming calls and relieve the pressure on customer support services. Although the investment required in terms of technology may be significant, in the long run it will result in savings for your department.
What’s more, chatbots generate valuable information for your company quickly, enabling you to organise your customer service or customer support in a highly responsive way.
