Artificial Intelligence refers to a machine/system’s ability to mimic or be indistinguishable from human behavior. It may also be called as machine learning that is the system’s ability to learn from old and new data. For instance, when a customer has a query, he/ she asks you the respective question. Now, the next time when a customer asks that question, the machine will respond based on what it learned from you. AI offers smart tag suggestions during a live chat. Chat tagging is the process of cumulating the conversations you had with customers so as to get a deeper understanding of your live chats and to be able to easily find them as and when required.
In order to offer suggestions, the AI needs to refer to around 100 tagged chats in the archives. As a matter of fact, to be able to use artificial intelligence in such a manner it requires the development of chatbots or AI robots.
Benefits of AI and live chat integration:
Artificial intelligence when implemented into live chat, offers a number of benefits:
i) AI robots when used in combination with live chat, can include the infusion of marketing and advertising with customer service.
ii) Chat robots are capable of gathering a large amount of intelligent data from their interactions during a live chat. Thereafter they can efficaciously decipher this data and categorize the useful and unuseful part of the chat separately.
iii) AI robots provide a more human touch to your live chat. This is because you can fill it with your personality, your brand’s identity, make it speak to your users like you would and also change its message according to the input received.
iv) Only a bit of information is shared by the chatbots at a time. These AI bots can then advance the interaction with a user based on user input at each specific point.
v) Chatbots enable you to reach out to your audience much faster, with much less effort and that too at a minimal cost.
P.S.- Live chat’s integration with AI is no less than a revolution in customer service sector!