Enterprise Chatbots: The New Face of Customer Service

Today, people demand an all-day-customer-service wherein they can call companies, enquire, and get their needs addressed as soon as possible.To fulfill this demand, companies are investing heavily in the customer service domain. But behind the scenes maintaining a large workforce and training them are getting unrealistic and burning holes in wallets.

Chatbots could very well be the remedy under present circumstances which dictate companies to enhance customer engagement but in budget-friendly ways. Chatbots are computer programs which use Artificial Intelligence to understand a company’s policies and communicate with customers either by auditory or textual methods. According to a study by Gartner, by 2020, 85 percent of all customer interactions will be done using these programs. However, before deploying chatbots, a company should understand the services it wants to offer to its customers and strategize accordingly.

We can definitely say that chatbots are changing customer service for the better. These programs are used all day and put to repetitive tasks. They do not commit errors and thus deliver better customer experience. Chatbots are engaged to answer FAQs while the dedicated service employees are busy on other lines. These AI-powered chatbots are slowly dominating over the human involvement in the customer service sector. Companies use chatbots to integrate with social media platforms and create live communication forums where customers can ask for or exchange information all day.

Customer satisfaction is the supreme priority of any company. By using chatbots, this feat can be easily achieved. Thus, by deploying enterprise chatbots, companies can reduce costs, the workload on employees, and in the whole process deliver a great service experience to their customers.