7 Powerful Ways AI Chatbots Enhance Customer Support
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Imagine it’s two o’clock in the morning, and one of your customers needs support. Will there be anyone on your team awake to help them? Well, if you’ve got an AI chatbot on your side, then you can rest assured that the answer is yes!
AI chatbots for customer service are available around the clock to ensure every customer is able to receive timely and personalized assistance. With the right AI chatbot development services, your business can deliver a chatbot-powered support experience that ensures every interaction feels smooth and simple for your customers.
Here’s a jaw-dropping fact: the chatbot market growth rate from 2024 to 2028 is 27.7%, which means it could be worth USD 22.4 billion in just a few years. This data shows how fast companies worldwide are adopting artificial intelligence and chatbots to improve customer experience.
Ready to learn how to improve customer experience with a chatbot? Let’s dive into the game-changing capabilities of chatbots and ways to use them.
Instant Answers
No user wants to spend an extra minute on hold, so chatbots are a lifesaver. Chatbots improve customer experience by providing answers to recurring questions such as ‘what is your return policy?’ or ‘how do I reset my password?’.
After CHI Software developed and implemented a document indexing system for one of our US-based clients, they achieved impressive outcomes:
- A 20% increase in efficiency and faster response times by automating query workflows;
- Streamlined operations with an intelligent bot while keeping their web content up-to-date using smart scraping technology.
Order and Account Management
Chatbots can even make account management and order tracking tasks easier. How? Customers are able to quickly ask a chatbot where their order is, or how to initiate a return without waiting on hold.
Does your client need to update their profile? They can forget about those clunky, tedious forms. A chatbot can guide the user through the entire process with just a few clicks and guarantee that every piece of information is always up to date.
And here’s the best part: AI chatbots make users feel special by notifying them about discounts or exclusive privileges, so that they don’t miss out on money-saving offers or feeling their preferences are valued.
Personalized Recommendations
Analyzing user preferences, purchase history, and website usage patterns allows for a high level of personalization. A striking example is a virtual try-on makeup app that provides product recommendations based on skin type and beauty goals.
Here’s how it works: users simply upload a photo of their face, and the platform analyzes everything from eye color to skin type using artificial intelligence and machine learning. The chatbot then continues communicating with the customer throughout the purchase process.
Scheduling Appointments
Chatbots take the hassle out of scheduling appointments. Customers need only choose a suitable time slot, since chatbots can take requests even outside business hours and automatically add new appointments to your CRM system. Chatbots can also send timely reminders about a scheduled event: a slight push to keep both sides on track.
If plans change, a single message to the chatbot is sufficient to reschedule the meeting — no need to call customer service or lose time with unnecessary questions.
Solving Complex Customer Queries
Advanced artificial intelligence chatbots equipped with NLP can answer complex questions and understand ambiguous language, redirecting only the unresolved cases to a human agent.
CHI Software created an AI assistant integration for an ERP system and enhanced it with NLP to handle complex customer queries, providing accurate and timely answers. NLP also helps extract and process information from various text formats, including .docx, .pdf, and more.
Post-Purchase Support
Businesses can utilize a chatbot for customer service by providing seamless post-purchase support. For example, AI chatbots for ecommerce can automatically update customers on the status of their orders or walk them through the return process, answer questions about return policies, and even generate return labels — all without the need for human involvement.
Collecting Customer Feedback
After the user interacts with the company, the chatbot asks: ‘How was your experience?’. Instead of a long survey, the user has a simple choice: click on the star or choose an emoji.
In short, it’s a win-win. For businesses, it’s a gold mine of insights. For customers, it’s a simple and enjoyable way to share their opinions that doesn’t take much time.
But it’s not always daisies and roses — there are some challenges you should be prepared for. What are they? Continue reading our original article to have all questions answered.