Chatbots and AI technology

A comprehensive insight on how businesses can use chatbots and AI technology to improve customer experience.

Artificial Intelligence (AI) has moved to the forefront of today’s business economy. Today’s consumers are not only tech savvy but also continue to gravitate towards fast and relevant interactions, organizations that don’t adopt automated solutions risk losing out.

Let’s dive deeper into learning about the impact of AI technology on customer experience- and if it’s worth the investment in the long run.

Should businesses always use AI technology and automation to replace human intervention?

The simple answer to this is- yes and no, it is important to automate simple, repetitive tasks that do not have much substance to it for e.g., automating your frequently asked questions or checking whether a product is in stock or when a particular item will be delivered. But it is however, still important to keep the option of talking to a real person open. So that’s where AI support comes into play which immensely decreases the workload of your live human agents.

Intelligent routing is extremely integral in this case, to ensure customers are routed in real-time and to the appropriate agent. Moreover, sentiment analysis can be utilized to figure out how a customer is feeling and how best they can be treated, albeit according to their needs.

AI-powered chatbots can also play an important role over here: chatbots are computer programs that simulate human conversation. So, businesses can imitate real human agent behavior through their chatbots. Chatbots can also act as the first player to interact and further queries which can’t be handled can be smoothly handed over to a human agent.

Along with these examples, AI can play a huge role in personalization and messaging optimization.

Using intelligent algorithm and enormous data sets, AI can analyse multiple sources of customer data in real time to make interactions as relevant as possible. Moreover, by analysing prior engagement history, AI can come up with detailed insights and reports to suggest preferred modes and channels and other parameters essential to boost engagement.

Artificial intelligence has an umbrella of use cases for better communication with your customers and for better revenue trajectory, it is only a matter of time when nearly all businesses across the world will rely on the latest, AI-driven technology to get lucrative results.

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