Tired of getting so many emails and calls from your clients but you don’t want them to have a bad experience? Are you always hectic and cannot manage your time? Are your customer services need a change? Then what about trying to get help from the AI or chatbots?
Technology is one of the biggest improving instruments in this modern era. A lot of companies are looking to AI to help them as the demand for a much more organized and better customer services experience.
Are you interested in artificial intelligence and chatbots? Now here is the meaning of it.
What is Artificial Intelligence?
As you all know, Artificial intelligence is described as a computer system that replicates the understanding of a human. In customer services, artificial intelligence is used as a conversational technology. There are different conversational technology of artificial intelligence such as automated chats, and automated phone calls that can use in your company’s customer service.
Artificial intelligence is not perfect when performing human customer service but it might easily take an easy job. By eliminating human error and linking companies and customers on an omnichannel level, these technologies are helping to significantly minimize customer effort. Artificial intelligence can also give you a greater experience at a low cost than hiring people.
What is Chatbot?
The chatbot is one of the most popular types of messaging software. A chatbot’s meaning overlaps with artificial intelligence, although both are not quite the same. Simple sentences are used by the most basic chatbots in customer service, which are designed to identify words and reply appropriately. Chatbots are not artificial intelligence because they are an automated technology and the replies may be altered by the administrator, however certain chatbots, such as “talk bot,” “artificial conversation entity,” and “IM bot,” require AI to function.
The Difference Between Chatbots and Artificial Intelligence
Chatbots work best when the concerns, questions, or request is simple. For example, “I need another screw for my ordered table”. But when the request is not simple, for example, “The table that I purchase in your store doesn’t have a screw. I’d like to have another screw, but I can’t go to your store today, so maybe I can go there tomorrow, be sure to have an extra screw so that I wouldn’t refund it. I hope you respond thanks”, a chatbot can’t understand the request so the replies are not relatable to the request. This is frequent information that the client already knows, resulting in client annoyance and it leads to affect the image of your business.
Artificial intelligence combines the best of human and artificial intelligence to develop solutions that benefit clients. Artificial intelligence can learn from the data that it accumulates over time. It can also improve through the interactions with the employees. So, if the Artificial Intelligence mistakenly answers a customer’s request and the agent corrects the response to best suit the customer’s wants, the Artificial Intelligence may develop from this and perform better the next time it’s given a related request.
Pros and Cons of Artificial Intelligence and Chatbots in the Customer Service
Pros of Artificial Intelligence and Chatbots:
- No need to hire employees
It is costly to train help desk employees. Adding new staff, particularly at a moment of the pandemic, can have a significant impact on the bottom line.
Generally, any new employee will require some time to adjust, therefore the burden will be allocated to other colleagues while they gain some experience. As a result of the additional burden, performance decreases and customer service suffers.
In this world of pandemics, call center turnover is also very high. This means that hiring additional staff is costly, particularly when training is taken into account. However, as you might expect, artificial intelligence or chatbot can fill in the gaps, allowing you to provide important services while lowering your costs. It also frees up your sales professionals’ time and energy to handle other more particular and difficult issues.
- Convenient for the customer to understand the concerns.
Well, no one in this world is perfect but as an employer, you don’t want to have an error in your business because you know that there a side effects of that. In customer service.
- Can solve the problem immediately, especially in an emergency.
When a client requires service, AI may work out the details. Usually, clients provide information such as their name, address, phone number, reference numbers, and other relevant data. AI can automatically collect this data and use predictive techniques to guide the client towards the appropriate response.
Typically, a person handles these necessary inputs, which might lengthen the procedure. However, an AI chatbot takes this information and, once again, simplifies the caller’s requests to a suitable resolution, resulting in shorter wait times.
Not only the artificial intelligence helps your time but also the time of the clients which can make a good image for other people. Most businesses, cannot provide the type of speed that clients need.
Customers expect live chat, SMS, and phone calls to receive replies in under a minute, while world-class customer response time standards for email and other types of social media like Facebook and Instagram are all 15 minutes.
Cons of Artificial Intelligence and Chatbots:
- Other customers don’t like AI and chatbots
You can’t change the fact that other people don’t like to talk to AI or chatbots. Because, while technology can guide fundamental problems to simple answers, it may not be able to handle the whole complexity of a customer’s concern.
- There will always be situations where AI is ineffective.
AI is still very limited in the field of view, despite its breakthroughs. When trying to go through basic AI assistance alternatives, especially chatbots, customers with specific difficulties may run into challenges.
- High cost for maintenance
As you would expect, this may be costly, as it relies not only on the expertise of specialist personnel but also on the maintenance of chatbots and artificial intelligence services.
Because chatbots and Artificial Intelligence customer service are complicated, they necessitate educated personnel for appropriate administration. Bot installation, construction, and “education” need careful data handling. This necessitates the use of staff or partners with specialized skill sets and another money will lose in your budget.