chatbots They are increasingly present among users, since Siri and Alexa broke into the market. Likewise, its repercussion has increased gradually since a few weeks ago with the arrival of the GPT-chat.
This free virtual assistant has caused such a stir because, through Artificial Intelligence (AI), it is capable of holding conversations and performing language related tasks: from the translation of a text to the elaboration of a script or tips on how to invest in the Stock Market, as well as the generation of code language.
Chatbots have been living with humanity for more years than they seem, specifically since the 1960s an MIT professor decided to create the ELIZA program, a system that operated by recognizing keywords. Since then, companies have been investing in AI, cloud-based programs and automation to develop the potential of these “robots” in business activities, working as a support, above all, in customer service departments to improve customer service. results of your work.
Companies recognize that the inclusion of AI systems such as chatbots have a crucial role in the employee productivity of customer service departments and in the growth of organizations. According to a study by Accenture Digital, 57% of the companies surveyed believed that chatbots would give them a great return on investment, while 61% of the senior managers of these companies assured that chatbots increase performance from the workers.
For their part, 59% of users acknowledge that on certain occasions they prefer to communicate via self-service -chatbot- with brands due to the speed of the process in simple matters, according to Salesforce. In this way, Enreach, a European provider specializing in convergent communications solutions, explains the reasons why consumers increasingly choose this means of communication:
Immediate attention for an increasingly demanding consumer
Today we find ourselves with an increasingly demanding market, consumers expect brands to be available to them twenty four hours a day. This is one of the reasons why companies include chatbots in their customer service system, since they are prepared to guide the user based on their needs.
In this way, the feeling of uncertainty on the part of the consumer is eliminated when contacting customer service during festive periods, for example. Likewise, when the question or incidence requires more complexity, these chatbots are able to refer the most prepared agent to solve the matter through keywords.
They humanize the brand through personalization
Chatbots have the ability to recommend products or preference-based services that you have previously indicated – through techniques such as cross-selling and up-selling. This system helps users maintain loyalty because they are being offered exactly what they want, reaching almost 88% customer satisfaction rate when using chatbots.
Likewise, the connection of the chatbot with the CRM of the company itself allows the collection of consumer information that agents can consult to provide a solution according to their needs and thus improve their experience.
Quick problem solving thanks to contextualization
Thanks to the AI that chatbots incorporate, agents accurately analyze the behavior patterns of customers. This process gives them the ability to prevent problems before they arise. In this way they offer a proactive and agile customer experience.
Collect data to improve customer experience
Each of the interactions that are carried out provide very valuable information to companies, since they provide companies with a true image of user needs. Therefore, AI will help chatbots to improve in conversations or in search terms, which leads to creating a less artificial and more enjoyable communication structure for consumers.
In this sense, the data collected is useful to create more precise answers, to better understand the behavior of users or to measure their satisfaction.