In modern-day businesses, too, with the indomitable digital presence, customers expect a quick response and resolutions when they contact a service company. When you take a typical physical customer service personnel, there is a limit for them to handle a handful of services on a given day. When more customers started reaching out to the agents through the customer service channel, many companies were in a fix to scale up their support system, but with little success. Thus came the advent of customer service chatbots!
These chatbots powered by Artificial Intelligence can successfully answer common customer queries with consummate ease. These chatbots not only help customers in terms of resolving simple queries and concerns quickly but also free up agents for complex, human interactions.
Let's now see how we can create customer service chatbots to tackle simple, repetitive tasks that neither require soft skills nor an agent's experience (read human intervention). For instance, if a customer raises a query about how to reset a password or wants to figure out the estimated delivery time, the chatbots are being created so that after accessing the pertinent information automatically, it automatically answers the customer query within no time! This has helped the agents at the customer service department to stay focused on solving complex issues and other building solid relationships with their patrons.
So, if you have just begun to invest in a chatbox, your primary aim will be to find out the most common tasks and customer requests to figure out what to automate. Before you embark on designing your initial Artificial Intelligence-powered chatbox, keep the below tips in mind.
As the initial step, personalize every greeting to give your customers a great personalized experience. You might have trained your customer service agents to be friendly, greet your patrons by name, and quickly recognize their status or the kind of service they are looking at. Within your chatbot, your AI interface should be able to do just the same things. It would help if you programmed your chatbox to instantly pull in values such as 'First Name' for the clients who are already logged in to make sure chatbots naturally greet them.
The next tip is to develop the efficiency to move from static to conversational mode. You can't expect your customers to fill out a form online and then wait 24 hours to get a response. Usually, a typical AI customer service chatbox dynamically raises different queries based on the inputs and is more engaging. This will help you resolve the customer's concern at a rapid pace. Also, if an agent has to step into helping the customer, they would have already seen the information collected by the chatbox. Creating interactive FAQs, deploying chatbots to additional channels, engaging customers with rich text and content, and embedding the process automation in chatbots are other tips that would eventually help you.