The user experience is changing thanks to AI, virtual assistants are becoming the customer support that all users expect to receive. As AI matures, chatbots and assistants become more efficient.
Efficiency
Calls to technical support, applications and emails with responses to the in minimum periods of 24 hours will be a thing of the past, thanks to AI in the last two years especially the way we interact with technology has changed and will continue to improve this.
The interaction between devices and assistants such as Siri, Alexa or Cortana are a sample of the way in which the use of AI has changed on a day-to-day basis, according to a MindMeld survey, one of the most important companies in the development of chatbots of 2017, reveal that 55% of people who use a virtual assistant do so on a daily or weekly basis.
Natural language processing has changed everything
But the time when virtual assistants only answer with Internet searches is over, and this is mainly due to natural language processing or NLP, for its initials in English, which infinitely improves the experience and customer satisfaction and avoids companies many tasks and exchange of emails to solve or respond to their users. It is no longer necessary to wait for a person to review and answer emails to obtain help and even the solution of the doubts and problems that customers usually have.
Chatbots developed with natural language give coherent and intelligible responses to customers, they can also filter according to the preferences, opinions and behavior of each client and even in the future they will be able to show empathy to their needs.
Apart from all the benefits this provides to users, companies gain in time, money and reputation, It is no longer necessary to focus on managing the doubts and questions of the clients that are also repeated over and over again and as if that were not enough, this service is available 24 hours a day, 7 days a week with instant responses.
2016 has shown that chatbots are here to stay and it is no longer necessary to download a specific application to have instant responses, platforms such as Facebook Messenger are one of the most used in the world and from which you can interact with these bots.
More advantagesWith the advances that are being made and the speed that AI is developing, we can imagine that in a short time it will be difficult to distinguish between a bot and a human. But it is clear that it has advantages and these are some: Improved user experience: as it has been said before, a listened customer is a happy customer, also the response and resolution of problems in real time improves satisfaction exponentially and promotes loyalty. Reduced cost: A recent Business Insider Intelligence report suggests that companies can reduce labor cost by 29 percent when using chatbots and other AI. Although full automation is not feasible, automating a percentage of customer service and sales can result in a significant savings. Until the advent of chatbots, customer service in companies has been one of the departments that needs the most hiring to optimize and meet the needs of each client, which translates into a large investment for the company. |
Advances in natural language processing and conversational AI have become the frontier that is transforming customer service.
Source: Firstpost
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