With the entire world growing fond of mobile technology, the expectations have become sky high. People, companies or businesses today want to achieve more in less time. They crave for efficiency, speed and that too without compromising with the abstract aspects. The world has seen a number of inventions when it comes to enhancing the convenience regarding particular tasks. Chatbots are one of those highly efficacious inventions.
When it comes to customer service, chatbots can be considered as a boon. They automate the entire support process by simplifying query resolution, cutting down on response times, empowering the agents and customers alike and providing exceptional customer experiences. While businesses gained convenience with these chatbots, they lost in emotion.
As a solution to this problem, AI (artificial intelligence) was clubbed up with the chatbots, thus making them emotionally intelligent. Businesses today realize the importance of expressive communication so as to gain insights into customers’ hidden requirements and fulfill them in the most effective manner. Combining AI with chatbots offers a number of benefits:
Boosts the capabilities of support team:
The most obvious benefit of combining chatbots with AI is a significant boost in the capabilities of sales and support staff. It enables them to recognize the consumers’ emotional state regarding a particular product. They can then respond in the most appropriate manner.
Enhances customer service:
Emotionally intelligent chatbots help identify customer-specific concerns. Thereafter, the customers can be provided with speedy and long-lasting solutions with the help of advanced intelligence. Since the entire interaction takes place without any human intervention, so, the entire process is absolutely free of errors, thus, boosting the customer satisfaction levels.
AI along with chatbots increases efficiency:
As mentioned above, the entire process takes place without any human intervention. So, it’s just the emotionally intelligent chatbots interacting with the customers. Being machines, they do not require any rest or breaks which can, at times, be top time wasters at a customer support center. They can actually take care of customer support along with data analysis such that the employees can focus on more competent tasks. This further leads to an increase in the efficiency of the customer service section in a company.