Chatbot benefits in customer services in 2021

11/20/2020 Chatbot Benefits In Customer Services in 2021 | by Kalyani Tangadpally | Nov, 2020 | Medium
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Kalyani Tangadpally
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Chatbot Benefits In Customer Services in 2021
Kalyani Tangadpally Just now · 6 min read
Chatbots, otherwise called “conversational specialists,” are software applications that
copy composed or spoken human discourse to reenact a discussion or association with a
genuine individual. There are two principle approaches to offer talk boats to guests:
through an electronic application or an independent application.
Today, chatboats are normally utilized in the customer service space, assuming control
over the jobs customarily played by absolutely real human jobs, for example, Level 1
help agents and customer fulfillment delegates.
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Open in app

Image Source: information-age
Apps or chatbots? which is best?
Chatbots are becoming more common, in part due to the fact that barriers to entry in
chatbot creation (i.e., sophisticated programming skills and other highly specialized
technical skills) are becoming increasingly unnecessary.
These days you can create your own chatbots, which you can use on Facebook
Messenger, for example all worthless computer science degrees or even a lot of coding
experience before, and there are plenty of sites that easily provide the ability to create
rudimentary chatbots with better push. -And drop interfaces.
At the heart of chatbot technology is Natural Language Processing, or NLP, the same
technology that forms the basis of speech recognition systems used by virtual assistants
like Google Now, Apple’s Siri, and Microsoft’s Cortana.
Chatbots process the text submitted by the user (a process known as “parsing”), before
reacting according to a complex series of algorithms that identify and identify what the
user said.
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What they mean and/or need and decide. A series of appropriate responses based on
this information.
Some chatbots provide a remarkably authentic interactive experience, where it is very
difficult to determine whether an agent is a bot or a human. It is very easy to spot other
people (like the T-600 series of deadly robots in the popular Terminator sci-fi action
movies):
Although chatboat technology is uniquely different from natural language processing
technology, the former can only really advance the latter; Without continued
development in NLP, chatbots are left at the mercy of the algorithm’s current ability to
detect subtle nuances in both written and oral dialogue.
Source: drift

This is where most NLP apps struggle, not just chatbots. Any system or application that
relies on the ability of a machine to analyze human speech is likely to face the
complexities inherent in the elements of speech, such as metaphors and analogies.
Despite these limitations, chatbots are becoming increasingly sophisticated, responsive,
and more “natural.”
In other words, they are becoming more human.
Now that we’ve established what chatbots are and how they work, let’s learn a few
examples. Here are 10 companies that use chatbots for marketing, to provide better
customer service, more to seal deals
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Top 5 Benefits of Chatbots in Customer Service
While the numbers are very good, a business case for chatbots also needs to benefit the
business in the form of cost savings and better processes for consumers and agents. Here
we consider the top five benefits of adding a chatbot to your customer service offerings.
1. No weight time

Image Source: revechat
This is probably the most obvious benefit of chatbots, but is critically important when it
comes to optimizing the customer experience. Clients simply do not like to wait for help
— any waiting time can lead to frustration and potential churn. At the same time, it does
not make financial sense that live agents should be monitored to quickly respond to
every incoming chat. Chatbots are a smart way to ensure that customers get immediate
feedback that they demand.
2. Minimum Agent Transfer
Image Source: chatbotslife
An additional advantage of chatbots is that they first classify issues to help route tickets
to the correct agent. A survivor has an answer to the initial question and then manually
classified (and specifically assigned) tickets take time. A chatboat combined with
automated routing can take care of this process accurately and immediately, thus
reducing the time and cost associated with moving a customer between different
departments.
3. Quick Problem Solving

Image source: ruhanirabin
Providing immediate feedback is valuable, but having a quick resolution is certainly
even more important for the customer. Customers don’t just want to listen, they want
action — quickly. With chatbots gathering information about the customer and issuing
them ahead of time, agents will be equipped with all the data they need to solve the
problem efficiently. An added advantage is that if the agent has follow-up questions, the
customer can also reply in real-time (as opposed to waiting if inquiring through another
channel such as email ).
4. Better Self-Service
Self-service is nothing new, but when layered with machine learning and a chatbot
interface, it adds a new level of incredible value. Historically, chatbots have received a
bad rap for sending and responding to customers incorrectly. But with machine learning
and better data, chatbots can more efficiently direct customers to the answers that will
actually help them. This will at the same time increment both ticket redirection rates
and customer fulfillment.
5. Cost optimization
Yes, chatbots help reduce costs by reducing manpower. But this is beyond cost reduction.
According to Forrester’s recent report, enterprises should instead focus on cost

optimization, as “companies that can take advantage of the large cost optimization
opportunities of chatboats”:
*Scale with chat concept
*Automate end-to-end business processes
*Enable New Customer Service Model
The conclusion
Ultimately, chatbots can be used to create a better experience for the customer, agent —
and brand. With your new knowledge about chatbots, you should be ready to build a
strong business for implementation. To get started with chatbots, learn more here or
check out our initial worksheet for building customer service bots.
The cost to develop Chatbot is expensive but the end result is highly profitable and
equally rewarding. Should you own an Chatboat for customer support, with one or more
of the features mentioned above, we are here to help bridge your dream into reality. Our
team of expert Application developement company is here to assist you at any point in
the process. Get a free consultation today!
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