APPLICATIONS
“ Currently , it is critical to have a data-driven way to analyse all feedback and unsolicited data available to a brand and respond to customers quickly and efficiently ”
PRANAV DESAI CHIEF PRODUCT OFFICER AT REPUTATION
This comes as no surprise as chatbots have the capability to generate a high level of customer engagement through their human-like conversational behaviour , ability to provide instant 24 / 7 customer helpdesk function , and , in some cases , ability to generate leads for sales .
Desai believes the increased use of chatbots is primarily down to two key reasons . Firstly , because “ consumers expect ( and often demand ) immediate responses to their questions and businesses don ' t have the manpower to meet those expectations ”.
And secondly , he explains : “ AI has become sophisticated enough to understand the context of customer inquiries and identify the right response automatically .”
“ This allows a business to improve customer experience by providing an instant answer to the majority of customer questions , using human-to-human interactions only when necessary ( if the chatbot can ' t identify an appropriate response to the customer inquiry ),” continues Desai .
Incorporating AI into chatbot technology The biggest consideration for enterprises when adopting this technology is undoubtedly the impact on the customer experience .
“ When done right , virtual assistants are a rare type of technology that can improve the customer experience whilst radically reducing costs ,” notes Michael Conway , Partner and AI & Analytics Practice Leader at IBM Consulting .
“ Virtual assistants offer customers an instant response and greater convenience while freeing human staff from having to spend time on more mundane , repeatable enquiries . This capability is also infinitely scalable , whereas there are limits to how many staff a company can afford to have in a call centre ,” he adds .
Thanks to advances in AI , chatbot technology has become a lot more sophisticated . Now , technologists can harness a large amount of data to improve a chatbot ' s quality of understanding and decision making .
aimagazine . com 67