Customer service is one of the business processes always under the magnifying glass of experts looking for weak points and flaws that can be improved. Many of the improvements in this field are technology driven. A good example of this is the change chatbots brought as soon as they entered the market.
Customer service showed a great interest in chatbots from the very beginning and vendors are advertising this software as always available intelligent digital assistants capable of providing cheap, quick, and consistent service. So, you can’t really blame people for Customer Service for taking an interest in them.
The arrival of Chatbots could mean a lot for HR managers too. Don’t worry, the bots are not here to take over HR. Imagine having an employee who does everything in his job description perfectly 24 hours a day and 365 days a year. In this article, we are going to cover the basics about chatbots:
● What are chatbots?
● Three elements that make chatbots efficient
● How can they benefit customer service?
● Insight into current chatbot usage statistics.
● How to get started with chatbots.
Simply put, a chatbot is a computer program providing a service, one that allows you to communicate with it via voice or through chat windows and messaging apps.
Simulated conversations with a ‘computer’ are not a new thing, but in this form and for this purpose they definitely are. Today we have access to chatbots which have a better understanding of user questions and which incorporate advanced mechanics, allowing them to provide more useful and relevant responses.
Supported by the rapid advancements made in the field of artificial intelligence (AI) and growth of messaging services (WhatsApp, Facebook Messenger, etc.) chatbots started taking over some processes in customer service. They are really convenient and they build on the experience of users who already participate in a communication with a business through their favorite messaging app.