The automation of responses is by no means the main feature of some chatbots that can perform functions such as filling in forms, connecting to databases or even sending notifications to users.
With the rise of chatbots and all the interest they have caused in the last year, it seems like the time to take a few minutes and talk about the true potential and uses based on real cases and research beyond the mere automation of interactions.
Much more than automation
The most common intended uses for chatbots, according to the 2018 State of Chatbots Report conducted by Drift , SurveyMonkey Audience , Salesforce , and myclever, were reported by consumers as:
- get quick answers to questions in an emergency (37%),
- resolve a complaint or problem (35%) and
- get detailed answers or explanations (35%).
- It's also worth noting that 34% of consumers predicted they would use chatbots as a means of connecting with a human.
Chatbots, for example, can boost hiring departments assisting throughout the candidate selection process and conducting background checks. They can also act as personal assistants, set alarms and alerts and schedule meetings. They can assist in training employees by interacting with and evaluating them, thus facilitating a more engaging training session.
Quick response time
Many organizations are clear that chatbots offer enormous potential as for times of quickly answers.
Autodesk, for example, took advantage of the platform Watson Conversation to create a virtual agent that resulted in a 99% improvement in response times, “reducing incident resolution from 38 hours to 5.4 minutes for most Level 1 inquiriesaccording to IBM.
An investigation by Harvard Business Review he discovered that organizations are too slow to follow up on sales opportunities.
El 24% of companies They take more than 24 hours to respond. Additionally, a staggering 23% of companies provide no response at all.. If you are struggling to improve customer service, having chatbots respond to potential customers may be the best option.
agent personality
The personality of a chatbot is not achieved simply by automating interactions.
Chatbots need to be more human to meet the demands of the younger generations. Before implementing a chatbot, you have to make sure that there is a good focus on the human feeling that it conveys.
Users prefer the interactions where they can directly ask for what they want, instead of maneuvering through a default setting.
Meanwhile Studies show that customer experience will surpass price and product as a key brand differentiator by 2020.
Multichannel
Companies like Marriott International have implemented omnichannel chatbots with their customers, including Facebook Messenger, Slack, Google Assistant, and more. Chatbots talk to users through content-based interactions that are connected to a Marriott digital magazine.
Most organizations recognize that chatbots will continue to gain ground exponentially in the coming years. Gartner predicts that chatbots will power 85% of all customer service interactions by 2020.. Perhaps most impressively, it predicts that by 2020, the average person will have more conversations with chatbots than with their spouse. Consumer-facing businesses that have not yet considered chatbots may be falling behind.
KLM Royal Dutch Airlines, launched a chatbot through Facebook Messenger called “BB” (abbreviation for BlueBot) The company created the chatbot to help its human customer service team, which manages more than 16,000 customer interactions every week, according to the blog of MarTechToday. In just the first six months of operation, BB sent almost two million messages to more than 500,000 customers. KLM recently expanded the reach of the chatbot by connecting it to Google Home, adding an audio/voice layer, an interesting augmentation.
According to a global survey conducted by BI Intelligence, European countries are being the most receptive regarding the development and implementation of chatbots, with France leading the way.
Chatbots in business intelligence (BI), when AI and BI come together.
Companies like Sisense have already developed technologies that enable chatbots to help executives answer critical business questions: the latest sales trends, data about a customer, insights about a competitor, and more..
There is likely a chatbot that can help many of the repetitive tasks that exist in the business environment.
It should not be forgotten that chatbots must have a human touch, we cannot leave all the work to AI at this point in its development.
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