The COVID-19 pandemic is transforming the way we connect, communicate and collaborate. One powerful tool helping to close the social distance gap between customers and businesses is the chatbot, a software application designed for human-like conversations.
Amid the pandemic, chatbots are being used to fill the current resource gap and enable businesses to operate at scale.
The technology uses customer data to personalize interactions, answer questions and route requests to the right person. Artificial intelligence (AI) and machine learning (ML) enable the bots to recognize common words and phrases as well as gather information to resolve issues or assist agents once a call is transferred.
Conversational AI is adept at helping businesses manage heavier workloads created by the competing demands of shrinking workforces and higher call volumes. With chatbots handling routine questions and transactions, employees can spend more time building relationships with customers or working on problems that require creativity to solve.
Customers value chatbots as much as businesses do. According to a recent study, 62% of U.S. consumers say they like using chatbots to interact with businesses. While they still prefer a human agent’s help with complex matters, customers are more willing to accept AI help for simple tasks, such as relaying an account balance.
Consumers are more likely to engage with chatbots if they feel they will save time and money. In a Gartner survey, 58% of respondents said they personally would use AI if it saved them time, compared to 53% who said saving money was their top reason. Nearly half (47%) say easier access to information would make them more likely to interact with a bot.
The trend toward more chatbot interactions is likely to continue as businesses rely on innovative ways to get work done and provide fast, efficient customer service.
Reach out to TCI to discuss new solutions that can help your business exceed customer expectations. Contact us today at (703) 321-3030 or firstname.lastname@example.org.