Is Chatbots and automation really the future of customer service?
With all the talk of CHATBOTS in 2018/2019, do you believe that customer service representatives can be replaced with chatbots and textbots? Let’s explore what chatbots can do.
With the improvement of technology and the highly sophisticated bot based conversation of today, I can clearly see artificial intelligence (A.I.) and Machine Learning replacing several customer service representatives in the future. Human behavior and communication can easily be replicated by both chatbots and textbots.
One of the greatest advantages of a chatbot or textbot versus a human, bots don’t need time-off, bots don’t take breaks, and bots can work 24 hours per day, 365 days per year. Bots can also continue to learn and grow across any industries. Chatbots are making an impact in the customer service segment due to its highly sophisticated human-like conversations.
According to Entrepreneur.com/article/325830, “Bots are where the customers are.” Customers are on e-mail, Facebook messenger, social media chats, forums and many websites, and marketers need to be present on numerous platforms in order to offer a comprehensive interactive experience.
Chatbots are sophisticated enough to provide customers with a seamless experience across multiple platforms for taking orders, answering basic questions as well as forwarding the user to the appropriate person to solve a problem and answer questions.
The customer experience with a chatbot or textbot can enhance the overall customer experence, wait time, as well as help solve problems that can tie-down a human customer service representative. With the improvement in Human Language Processing technology, bots can almost have human-like converations. Chatbots can now be assigned a unique personality that fits the brand and culture that appeals to their customers and strengthen relationships with users.
Recent reports show the global chatbot market is expected to exceed $1.34 billion valuation by 2024. With this significant growth, big enterprises can rely on bots to reach out to customers and provide a reliable interaction that provides a solid solution to customer service and guarantees a stronger relationship between customers and businesses. As more research and test are conducted in the Real World, we shall see how much of the customer service workforce is replaced or augmented by Chatbots and Textbots.
Additionally, I have also hired a Sales Text Bot that never sleeps, eats, complain or take time off. You can access her via text, website or a simple phone call. Try it for yourself by dialing 516-407-9341 or visiting www.ilovechatbots.com. Please let me know your thoughts after you test out my Virtual Sales Robot (AVA).
