Benefits Of Intelligent Chatbot For Your Customer Service And Contact Centers

Intelligent Chatbot : The added value brought by conversational agents in customer relations increases as they seek to become more human. They are able to respond to multiple requests from customers. Available 24/7, they can also perform repetitive tasks with ease, provide consistent responses to your customers, and improve as conversations progress. Finally, Intelligent chatbot can provide you with information that allows you to improve your customer service and enrich your database.

Despite the many advantages of the intelligent conversational agent for customer relations and contact centers, it still has certain limitations. More specifically, Intelligent chatbot still lagging behind humans. Some will say that they remain cold and impersonal, because they are not yet capable of having certain human qualities. They still lack the intelligence to fully understand the intentions and emotions of their interlocutors.

Advantages 

An unlimited number of simultaneous conversations

Companies are currently well aware that the chatbot has become essential for their contact center or customer service. One of its main advantages is that it can carry out several conversations at the same time, without any difficulty and simultaneously, like a human, whether by voice or text.

Receive all incoming requests, 24 hours a day, 7 days a week

As part of the customer relationship, the conversational agent is available at all times. It allows your customers to obtain answers to their needs in complete autonomy. 

This can be done at any time of the day or night, during working days, but also during public holidays. The establishment of a contact center or a customer service open permanently can indeed involve significant costs in terms of logistics and personnel. These costs, which are difficult for companies to bear, can however be avoided by adopting a chatbot.

Towards the end of repetitive tasks with the chatbot

Yes, a chatbot can automate repetitive tasks that often have low added value. These incoming and recurring requests represent the majority of requests received by your sales representatives. By automating the processing of these requests, it is therefore possible to drastically reduce the waiting times for customers to obtain solutions to their needs. 

On the other hand, you will be able to reduce the volume of manual and stressful processing that your employees have to do. The latter can then refocus on the tasks with the highest added value or on the relational.

Coherent solutions for each situation

It’s not uncommon for two customers to get two different answers for the same topic when they contact your customer service. Of course, no human is infallible. But the chatbot allows you to avoid such a situation. From the moment the chatbot receives a request, it will rely on artificial intelligence and a complete database in order to select the most suitable solution. And the answer remains almost the same as soon as the request recurs.

Quick responses, even in the event of a large volume of cases to be processed

Being able to provide an adequate response, as quickly as possible, is a definite competitive advantage. As you well know, your customers don’t like to wait, in which case they may quickly turn to your competitors to find a solution to their needs. 

Be aware, however, that you can provide them with a quick response thanks to the chatbot. In a fraction of the time, the conversational agent will be able to scan the volumes of data at its disposal and identify all the elements that can respond to any requests. He can then synthesize these answers and provide the one that is most suitable for your customers.

The chatbot can learn and improve over time

Thanks to elaborate learning algorithms, your virtual assistant can easily recognize the most relevant answers. He can also learn from his mistakes so that he can improve further. To do this, he bases himself on previous interactions with customers, takes into account the evolution of their requests, and thus improves the answers he will issue.