How Chatbots Help Customer Services in 2021?
Oct 27, 2021
By Klaudia Witkos
What are chatbots?
Chatbots today are able to have an almost human-like conversation and they are available on almost any platform imaginable.
Types of chatbots
Based on communication channels or functionality we distinguish several types of chatbots.
Text-based chatbots are using channels like Messenger, Slack, or Telegram.
Voice-based chatbots are virtual assistants like Alexa, Siri, or Google Assistant.
Scripted/Quick reply bots
This type of chatbot is able to answer only basic questions registered in its database.
Natural Language Processing Chatbots
This type of chatbot have a variety of answers for the same query, and can learn from conversations.
They challenge the conversation to collect relevant information before they fulfill the action or service.
Chatbots for social communication
Chatbots like this allows users to reach a company without accessing their website.
They use Machine Learning to remember conversation and create contextual connections.
Chatbots with voice control
This type of chatbots, like Alexa or Google Assistant, they use ML to learn from user interaction.
Benefit #1 Multitasking
One chatbot can reply to more than one person at the same time, speeding up the customer support processes.
Benefit #2 Availability
Chatbots don't sleep - they are ready for work 24/7, and so will be your customer services.
Benefit #3 Consistency
Chatbots are consistent and will provide the same information to your users every single time .
Benefit #4 Multilingual
Training a chatbot to speak multiple languages is much easier than training a human. And there is no limit.
Benefit #5 Endless patience
Chatbots are as polite as you make them to be and they do not lose patience - unless you program them to
So can chatbots help businesses?
Chatbots still need training and supervision, but they have come a long way and their benefits to your customer service team are undeniable.
And can they help your business?
From a simple Q&A chatbots to self-sufficient assistant they can improve your user experience, boost sales and grow your business overall.
Thank you for watching!
And if you need advice or a second opinion...