Consumer habits have been changing with the arrival of new communication technologies. These technologies have a notable impact on customer service, where the answers make a difference. The answers must be correct, yes, but also fast.
Due to this, combining this new service channel with the traditional and digital channels already established, such as website chats and messaging apps, allows a more efficient interaction with customers and users. At the same time, it increases your company’s attention and response capacity without increasing costs.
Combining customer service chatbot with traditional and digital channels already established allows a more efficient interaction with customers and users, increasing the company’s attention and response capacity without significantly increasing costs.
What is a Chatbot, and how it’s used?
Chatbot messages have been well received when receiving responses and solutions as quickly as possible. This way of communication was regarded as one of the most popular businesses and customers.
A chatbot to live agent transfer is a program that automates conversations through text messages. It responds to a specific communication objective of the brand. Likewise, they can get adapted to the tone and style of the company and the needs of clients and users.
Through software, chatbots installed on websites, blogs, and applications are integrated with messaging systems such as websites, Facebook, Instagram, WhatsApp, or Alexa. The chatbot answers queries, and customers and guides lead towards a specific objective.
Types of Chatbots that Exist
Different types of chatbots are classified according to the technology to recognize and respond and its complexity. Let’s see how each of them can be useful to you.
Simple Chatbots
They are the ones that respond to keywords chosen in advance or to a series of predefined commands. If these triggers are not used in the interaction with these chatbots, the program will not recognize the user’s proposal and will not respond. Instead, it will respond with an invitation to ask another question.
- The text interaction response chatbot or ITR: They work based on menus and predefined models of decision trees. It is helpful for incident reporting and user self-management.
- Those of keyword recognition: Chatbots present a greater depth of response than the previous type. They can answer in a predefined way by recognizing a keyword that acts as a trigger. This is the correct type of chatbot to use for common user questions.
Intelligent or Cognitive Chatbots
They have the highest level of complexity based on artificial intelligence. These chatbots can recognize user intent and language without losing the thread, even if the context varies during the conversation. They are functional for customer service since they can naturally hold conversations with users.
These are the most complex chatbots and can respond with suggestions, and even ideas, based on the user’s input, which gets an actual dialogue experience to the point of being difficult to tell if it is a person or a program.
Is it Possible to Improve Customer Services with Chatbots?
The possibility of chatbot support being active 24/7 at a low operating cost makes this tool based on artificial intelligence essential for any company that values customer service. The answer to this question is a resounding yes. Knowing what objectives the chatbot will respond to, it is possible to program it to provide a quick response, avoid delays and uncertainty in customer service, and guide the user who requires it.
On the other hand, complementing the attention of customer service agents with the use of chatbots allows humans to focus their efforts on more complex procedures more quickly and efficiently since they are not distracted by the most straightforward queries they answer chatbots. All questions are responded to in an instant.
Conclusion
Chatbots are a highly functional computer tool in customer service, capable of providing a quick and appropriate response to the user at any time. The decision, then, is no longer about chatbot to use them or not, but what type of chatbot best meets your company’s needs and current and potential users to improve performance in customer service and conversions.
Also read How does customer support work?
