What Are the Benefits of Conversational AI and Chatbots?
The main benefit of Conversational AI is that it helps implement an intuitive AI Agent within your organization that can revolutionize your customer support services. By delivering automation that doesn’t compromise on service quality, Conversational AI increases productivity, drives down costs, and even improves customer satisfaction.
Offers 24/7 Customer Service
An AI Agent powered by Conversational AI is available to your customers 24/7, with no waiting times or hold queues. This immediately resolves one of the biggest sources of frustration in your customer support process and allows you to begin progressing a case immediately.
The AI Agent can talk to your customer, collect important details, and build an understanding of their problem or task, then either pass the case to your human team or action it without any human involvement.
By offering 24/7 availability, automated AI Agents help cut down on customer wait times. If the case needs human intervention, the AI Agent will have already taken care of the more mundane elements of the call, such as collecting verification information and summarizing the problem, which means human agents can then tackle the problem far faster once it is passed to them.
Increases Productivity
AI Agents improve productivity for your human agents and for your business as a whole. By taking care of the high-volume, low-complexity tasks in your customer process, they free up time for your human agents to focus on complex (and more valuable) cases.
Not only that, but AI Agents also provide insights by creating contextual handovers – enabling human teams to immediately focus on a specific customer problem without having to ask them to fill in basic details or explain the problem again.
Enables Engaging Self-Service
Digital self-service is all about offering customers a way to get instant support without having to contact a human agent. 67% of customers prefer self-service over speaking to a human agent.1 With the right self-service options in place, customers will be able to carry out important tasks on their own schedule rather than having to add to your contact center’s call queue.
With an AI Agent, self-service becomes an engaging and intuitive experience that uses conversation as an interface. Customers can simply chat to an agent and have their tasks resolved, which vastly improves the chance of satisfactory outcomes and makes the entire process far more efficient for your users.
Supports Omnichannel, Multilingual Needs
The majority of contact centers have customers who speak lots of different languages, but are forced to try and communicate in the language spoken wherever your center is located. Investing in translators or offshoring to other territories is extremely costly.
AI Agents use Conversational AI to translate 100s of languages in real-time, giving you an affordable way to provide support to customers in their native tongue. They can speak using voice or text, and the AI Agent will respond in a natural, human-like way in the customer’s preferred language.
Not only that, but AI Agents are not tied to a specific platform or channel – meaning your customers can access support across a wide variety of channels, including phone, text message, web chat, social media, instant messaging, and more.
Reduces costs
All of the benefits above combine to result in shorter call times, more efficient processes, and faster customer case resolution without the associated increase in resources. Ultimately, this leads to a dramatic reduction in costs and gives you the ability to scale an enterprise organization in a way that was previously impossible.
Need more evidence of this? Read our full article detailing the benefits of Conversational AI to learn more.
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