Waiting in a queue, repeatedly getting the same information, losing valuable time waiting for an answer to a simple question: companies that still put their customers through this misery are at a great disadvantage. As intelligent partners, chatbots which can understand human language can greatly improve the customer experience. Read the introduction to chatbots in part 1 of our article. Here, in part 2, read about the real benefits and drawbacks of chatbots in call centers.
Chatbots perform communication tasks and enter into direct customer dialog. AI-based chatbots are capable of performing one or more tasks simultaneously. They use input voice data to continuously expand their vocabulary. Today, they understand natural language, i.e., human conversation. They come in many different forms and their use is beneficial to call centers, for both customer contact and internal employees.
Chatbots are not only able to answer questions. They can also help with many other communication and organizational tasks, e.g.:
Many find this acceptable, but preferably the more convenient the better, so it would seem. Many companies are therefore asking themselves the justified question: How far do our chatbot options in contact centers go?
Artificial intelligence at the push of a button, in the form of a chatbot, is just as beneficial to the employees in your call center as it is to your customers. Chatbots save time and energy and release resources for other tasks. They also effectively assist with corporate tasks such as:
Today, chatbots are already capable of dealing with simple concerns conclusively. However, complex cases still need a human brain. If a customer only requests a new invoice, the chatbot can also create a new invoice and previously assess, identify and legitimize the concern. A complaint made by an upset customer calls for a completely different approach, which will always require human empathy and expertise — also in the future.
Chatbots can be deployed for a variety of uses, the most appropriate of all being where fast reactions are of the essence, e.g., when customers have simple questions or concerns or when you want to draw constant attention to yourself and show that you can be contacted. Chatbots can also help with online shopping and organizational processes such as consulting services or bookings, because these are the kind of tasks chatbots can perform efficiently.
However, specific problems or individual questions will call for wide-reaching developments in the area of artificial intelligence in the future. Because here it is often a matter of the human-intuitive assessment of a concern or intellectual transfer capacity. Furthermore, the willingness of several target groups to communicate with a computer will be less than with others — even up to total rejection. As is often the case, it depends on the right questions that companies initially need to ask themselves before deciding for a chatbot solution in their call center.
Would you like more general information about chatbots in call centers? Read part 1 of our article: Chatbots in Call Centers — Part 1!