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A chatbot’s ability to engage users without the need for organizations to hire and manage an increased workforce is its most significant benefit to the customer service industry. In this process of automating and scaling one-to-one conversations using technology, designers play an essential role in defining the way each user conversation is scripted and the basic chatbot behaviors during interactions.
With the improvement in technology, they present a massive opportunity for businesses to scale, pivot, and expand customer service operations globally at a reduced cost. They answer straightforward questions, facilitate simple tasks, and even escalate the customer to a human representative when they are in over their circuits.
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But the major drawback is that chatbot’s intelligence relies on input from their developer, and it can only perform as per programmed based on a decision-tree logic, where the response given by the chatbot depends on specific keywords identified in the user’s input. Lack of environment understanding and limited responses can quickly aggravate less-tech-savvy clients.
Whereas, with technologies like AI, companies can collect and analyze swaths of data to enable predictive strategies at each stage of the process because of AI’s data collecting capabilities. AI tracks and remembers searches, recent orders, and visited sites, and then compiles all the data into one powerhouse when the customer wants to buy anything. It helps companies to create multi-layered strategies that offer customized messages to the user by combining AI and marketing fundamentals. But with the limited knowledge of AI, the drive for more innovative alternative goes on, making the future of customer service less dependent on chatbots and automated tools.