3 Ways Chatbots Are Changing Customer Experience

by | Jul 17, 2017 | Customer Experience, User Experience

In recent years, as artificial intelligence (AI) tech has developed and improved, more companies have been implementing chatbots (virtual customer support agents) to enhance customer relationship management and overall customer experience. Here are three ways chatbots are changing customer experience:

1. Chatbots Make It Easier For Customers To Get Responses To Common Queries

One of the strengths of chat bots is their ability to provide simple responses to basic customer queries that are frequently repeated. For example, a chat bot can be encoded to send password reset instructions if an app user includes the words ‘lost’ or ‘forgot’ and ‘password’ in an in-app or email message.

This reduces the time-consuming, mundane tasks customer service professionals conduct, leaving more time for more complex, equally important tasks. The customer also gets a fast, structured response to a common query, resulting in a better user experience.

2.Chatbots Provide Real-Time Touch-Points With Customers

Timely response is key to offering a satisfying customer experience. If customers must wait a long time for feedback to queries, they may take their business elsewhere. Chat bot technology allows real-time touch points, as customers don’t have to wait for live human support to be available.

You can also feed customers responses into other channels (such as email), combining virtual and actual human interactions in a single user flow. Because chat bots don’t have a single ‘one size fits all’ algorithm for understanding user intent, it’s important to combine real human customer support with virtual assistance.

3. Chatbots Are Forcing Companies To Think About Useful Semantic Associations

In language, we have common or shared lexical associations that a computer doesn’t – we must actively programme in these associations for a virtual chat bot to behave like a human. For example, if someone says ‘my older sister has a dog’, we know that this is a domestic animal and maybe assume she does not have a cat.

A chat bot programmed to make these associations can then ask relevant questions (for example, a virtual veterinary secretary could ask questions specific to diagnosing canines). By being forced to plot out semantic associations within their core products or services, chat bots are learning to find differences between products and streamline customer messaging and problem-solving accordingly. This enables less friction in the overarching customer experience.

Need help integrating current customer experience approaches in your business strategy? Contact Interact RDT today.


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