According to Entrepreneur.com, eight out of ten companies already have, or will implement some form of artificial intelligence as a customer service solution by 2020. Technologies like chatbots, programs that simulate conversations with humans, help companies create a more personalized and positive experience for their customers, as well as strengthen the relationship between a company and its customers.
Chatbots can be especially useful when it comes to a company’s tasks, including scaling internal communications (announcements for power outages, etc.), sharing the company’s hours of operation, self-service processes for customers who like to handle things themselves, and data gathering on a phone call with a customer so that a human employee is prepared to resolve the issue at hand. Chatbots can also store the information gathered from a customer phone call; that way, if the same customer calls back in the future, human employees have a record of why the customer called in the past, and can more quickly resolve problems and answer questions.
Decision makers looking to deliver a more streamlined workflow to their customers might consider investing in chatbots. Aside from regulating a company’s tasks and gathering customer information, chatbots can bulk up a company’s customer relationship management system, and speed up the rate at which a manager might direct employees to better serve customers. Plus, chatbots can help companies archive data for future employee training. Both of these functions can reduce stress on employees and managers, and keep the company refreshed and ready for upcoming changes down the road.
However, if decision makers opt for a solution like chatbots, they should be wary of over-utilizing this technology and over-promising its capabilities to customers; if the technology is underperforming, customers can walk away from a company interaction with a poor experience, and take their business elsewhere. Customers may even think that a company is “copping out” of face to face interactions with the technology in situations like these. Knowing when to balance AI solutions with good old fashioned manpower can keep customers happy and business flowing.