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Adapt with New Technology… Fill Your Resource Gap with Conversational AI / Chatbots

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.

Personalized Interactions

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.

Customer Acceptance

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 info@tcicomm.com.

 

 

Chatbots Are helping Small & Mid-Sized Firms Compete With Big Businesses

Small and midsize businesses are regularly challenged to compete with enterprises that have deeper pockets, larger contact centers and more options to serve their customers.

By embracing chatbots, smaller firms can improve their Customer Experience and compete head-on with larger companies. Here’s how…

  • Basic question-and-answer functions. When customers start an online webchat they can get routine information such as overnight mailing addresses, product information, links to knowledgebases and physical location hours. Customers get their information faster – via their preferred device – and your business doesn’t need to rely on more costly employees to answer basic questions.
  • Addressing complex, customer-specific inquiries. These include looking up account balances, linking to extended warranty terms and scheduling service calls. The chatbot asks for information to confirm customer identity and then accesses the appropriate database, knowledgebase or apps to complete the request.
  • Delivering scripted information. By directing a customer to a chatbot, companies can ensure there is no human error that may result in potential industry compliance and regulatory liabilities.
  • Making recommendations. By asking customers a few questions, the chatbot can make product or service recommendations, thereby increasing sales. Further, analytics tools can track customer preferences and make proactive recommendations in the future.
  • Assisting human agents. Chatbots also can listen to conversations between agents and customers, offering real-time suggestions on upsell opportunities. Or, if a customer becomes upset, the chatbot can summon a supervisor to join the call.

Once trained and implemented, chatbots cost roughly 10% to 20% of a human agent, and leading AI platform vendors like Google, IBM, Amazon and Oracle are teaming up with contact center providers like Mitel to make chatbots even more intelligent.

Looking for more innovative ways to improve your customer service? Contact us today at (703) 321-3030 or info@tcicomm.com.