Customer service–delivering real value and fast, effective support–can strengthen your business. All companies need automated customer care tools that can increase productivity and improve the relationship with their customers, from pre and post purchase, to all phases of the customer lifecycle.
Artificial intelligence technologies are disrupting customer care and engagement processes. One of the main ways that companies are applying AI technologies is through intelligent chatbots that can understand and interact with customers any time and from any device. Gartner predicts that by 2020, chatbots will be deployed in 55% of large enterprises.
Leveraging artificial intelligence algorithms, chatbots analyze customer demand, understand the problem, and provide useful information to solve the issue or contact someone who can.
The benefits of intelligent chatbots
With chatbots applied to customer care processes, companies can realize advantages in many areas of the business.
- Reduced reliance on live assistance. Because intelligent chatbots can accurately understand customers’ requests, they areable to fully satisfy a customer’s request without relying on a live agent. In this way the customer can get support at all hours of the day and every day of the week,.
- Faster time to response. Because chatbots are always available, customers have access to support at all hours of the day and every day of the week.
- Stronger business intelligence. Chatbots based on artificial intelligence support marketing, sales and corporate intelligence by extracting strategic information from conversations. By analyzing customer requests, they can use the detailed preferences,, habits and feelings to support strategic processes. In turn, strategic information can be used to enrich enterprise CRM profiles, competitive intelligence and product development.
