Chatbot in Customer Service - Revolutionising Customer Service with Artificial Intelligence
Customer Service Then Versus Now
Decades ago, the interactions between customers and businesses primarily took place in-store or over the phone. These interactions have since shifted from email communications to live chat. Today, the use of chatbots have help businesses to connect with their customers on various messaging platforms. The use of chatbot has become a frequently discussed topic in a lot of the digital transformation discussion among businesses.
The race to offer the best customer experience is on as there is a growing number of businesses launching chatbots across their business platforms to handle customer inquiries better.
According to Market Watch, Chatbot Market projected to surpass USD 1.34 billion by 2024.
What is Chatbot?
A chatbot is a software that can simulate a conversation (or a chat) with a user in natural language, with the help of artificial intelligence (AI). Such conversations can take place in platforms like messaging applications, websites, mobile apps or through the telephone.
A simple search on Google will reveal tons of article about the use of chatbots. The growing popularity about this topics is clearly illustrated in the Google Trend graph below:
Why use chatbots?
How can businesses benefit from this technology?
According to IBM, up to 80% of routine customer service questions could be answered by a chatbot. With the help of AI, Chatbots have the ability to crunch up data, perform calculations within split seconds and provide you with an answer. They also help businesses to reduce their reliance on manpower by allowing the bots to automate repetitive tasks or answer simple questions. Chatbot services as your 24/7 customer service personnel without experiencing fatigue and disrupt productivity.
Will Chatbots Replace Humans in Customer Service?
The biggest advantage of chatbots is also its biggest disadvantage. Bots do not display emotions, unlike a human being. Therefore, they are able to "work" round the clock without a single complaint.
Despite their ability to mimic a human in a conversation, they struggle to understand or detect any tonality or emotion change. Therefore, bots are best used to handle repetitive and simple task while a human customer service representative will handle complex issues.
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