Conversations with customer service are becoming more common, and experts estimate that by 2020, 85% of customer service interaction will be based on artificial intelligence (AI) i.e Chatbots.
Chatbot technology has improved significantly over the past decade, as a result of which the overall perception of the chatbot has improved significantly. In fact, one survey found that an astounding 48% of consumers identify chatbots as the preferred way to start a business.
One of the main benefits for both business and customers is that chatbots provide 24/7 service.
Moreover, chatbots can answer customer queries by understanding both intent and emotions.
In addition, the automation of generic FAQ frees up more time for customer service staff, so they can focus their time and energy on more complex tasks.
Chatbots are useful for all industries and operations – from the optimization of production operations to inventory and supply chain management. However, their greatest impact was felt in the customer service segment, which chatbot has completely changed.
According to Facebook IQ, over 2 billion messages were sent between companies and clients via 100,000 messenger bots.
Human leadership is crucial
AI is like a child who needs continuous education and supervision to learn and fulfill training. In the foreseeable future, people will need to feed AI systems with experience and situations to ensure that the machine has connections and vast knowledge resources. People will have to intervene regularly to give answers that chatbots cannot or are not sure of. In most cases, chatbots are currently unable to process complex transactions that provide a smooth and satisfying overall customer experience.
However, the most important aspect of human intervention is empathy. Human agents are those who distinguish customer service from the brand, not chatbots. Although some chatbots are trained to understand emotions, it helps them cope with basic problems, while more diverse interactions require a human. Chatbots will get there, but it will require a lot of training for people, using real human experience, for a long time.