In this digital age, people are racing towards digital transformation. This fuels them to be more competitive and adaptive. This also allows a more progressive working environment where tasks and processes are done faster and efficiently.
Enterprises that remain on legacy solutions and are unable to adapt to a digital climate, will be left behind.
Nowadays, companies are in search to find top solutions that will cut costs and hasten business process or workflows. For customer facing channels, brands are shifting towards conversational maturity and intelligent processes to create a seamless and effective customer experience.
To make this possible, three characteristics surfaced to describe what bots should be able to do for brands:
Chatbots offer meaningful connections with millions of users at once. Bots that can talk and converse (just like how humans do) often give audiences a breath of fresh air. They feel some relief that they can find a solution 24/7 from a particular brand. Customer experience is enhanced and improved, leaving customers satisfied and happy.
The fear of many is that chatbots will not be able to understand and answer complex inquiries. This is probably true, if and when the list of FAQs are not properly fed to the bots. Chatbots must be equipped with word-based rules, NLP (Natural Language Processing), context/sentiment extraction and historical analysis. Nowadays, bots are able to handle 700+ inquiries that vary from one topic to another.
Also, chatbots should be able to hand off complex queries to authorized help desks or human agents. This enables customer service teams to handle all customer inquiries.
Bots may have the impression of taking a job away from a human, but the main purpose is to augment work or collaborate with humans to improve the quality of their work. The use of bots and artificial intelligence create a space for competitive learning and hone new skills for working teams. Bots help users to make the job faster. Through collaboration with other machine learning tools, bots deliver successful business results through a collaborative experience.
Aiah creates conversational commerce solutions being used across multiple industries and use cases. Contact firstname.lastname@example.org today to learn more.