People hate having to wait a long time to get help on routine questions. Speeding up helpdesk response is good for business, but hiring more people is expensive. Fortunately, modern technology offers an alternative: smart chatbots. They can handle most kinds of questions, letting the support staff get at the tougher questions more quickly.
Artificial intelligence powers the chatbot. It understands a huge range of questions in normal language and asks for clarification when it isn’t sure. Working from a database of information, it can instantly fetch facts and figures which humans have to look up. It can walk the customer through a scenario to narrow in on a problem and offer a solution.
Machine learning means that the bots get better with experience. If a way of phrasing a question keeps turning up and it isn’t in the bot’s repertoire, it asks for clarification and uses the new information next time. If a response keeps confusing customers, it will add details.
Customers always have the choice of asking for human assistance. If they’re having trouble being understood, or if they’re uncomfortable conversing with a machine, help from a person is available.
Benefits to business
Chatbots deal well with heavy workloads, and they don’t get bored during slow periods. They’re never rude to customers, even after answering the same question six times.
Some questions require human attention. By handling the majority of the questions, a chatbot lets the customer support staff respond to the difficult ones more quickly and give those problems more time and attention.
People make mistakes on details and facts. A chatbot’s answers will be as accurate as the information in its database. If it doesn’t have the answer, it will say so rather than fake it.
Chatbots don’t replace the support staff. Rather, computers and people work together to provide the best customer experience. Get in touch with us to learn how we can help make your customers happier.