You are using your Live Chat to provide support to your customers but are you really taking full advantage of its potential? What if we told you that your live chat service, through the AI Chatbots technology, can do much more than just address the concerns of your customers?
Thanks to Artificial Intelligence your Live Chat can become a powerful loyalty tool. Read on and find out how with these AI Chatbots; you can easily increase the engagement rates of your users and thus boost your overall business.
A.I Chatbots: Much more than messaging robots
Chatbots technology has been used in different contexts for several years now. Since then, this type of software has incited some debates among experts in the digital world. One of the most popular stands out for having generated opinions for and against classifying Chatbots as “Artificial Intelligence”. To clarify this point we have decided to talk a little about the characteristics of this technology.
A Chatbot or “conversational agent”, is a software that can maintain conversations with humans through the exchange of voice or text. Many experts argued that this type of program could not be considered Artificial Intelligence, because it did not comply with certain characteristics inherent to AI such as:
- Ability to learn.
- Faculty to solve problems.
- Capacity to reason as a human being, etc.
The progress of chatbot
Those limitations caused Chatbot to be classified for a long time as a simple computer program. Until with the increase of computer capacities and the progress of Artificial Intelligence; the next generation of messaging robots began to exploit complex language analysis schemes. All through contextual interpretation and skills improvement by experience.
As a result, AI Chatbots (Artificial Intelligence Chatbots) were born. These bots can be defined as multitasking applications; which can even use voice recognition to answer questions or initiate actions. As an example, we have Siri and Alexa of the giants Apple and Amazon respectively.
These AI Chatbots remain considered as conversational agents; but they differ from their predecessors thanks to their learning faculties (Machine Learning); their ability to process the natural language and their abilities to solve by themselves simple problems of the users.
AI Chatbots and Live Chat: A new way to enhance user interactions
Despite the development and improvement of artificial conversational agents, Live Chat remains one of the most effective tools for communicating with customers. Mainly because of the multiple advantages it offers. Among them we have:
- Closer attention to customers.
- Instant feedback
- Management of several requests from different users at the same time.
- A practical way for visitors to resolve their concerns.
- As a plus, it humanizes the organization and makes it more accessible to users.
However, despite the favorable factors, the effectiveness of Live Chat can also be affected by some challenges. This is where Artificial Intelligence plays a vital role when it comes to:
- Reduce the cost of hiring extra staff.
- Provide total availability to customers.
- Offer a more accurate data analytics system.
- Avoid any delay in responses to customers.
If you are still not convinced, here are some many advantages that the integration Live Chat and AI Chatbots can bring to your business.
#1 Automation
AI Chatbots can help you automate your customer service in a simple way; by providing assistance for basic queries, such as resetting passwords, updating personal information, etc. In these cases, the answers are very similar and therefore customers can enjoy fast processing of their requests. The advantage of this approach is that it frees agents’ time to focus on higher value-added tasks.
#2 Redirection
Although AI Chatbots are able to assist customers in a wide variety of cases; they may have to deal with situations that require a human agent to respond. Fortunately, this type of application can easily redirect requests to the right agent in the organization to provide a quick response to customers.
#3 Profitability
With AI Chatbots you will be able to offer your clients a 24/7 service. This way you will notably increase your ROI by reducing the costs related to hiring more staff for online support.
#4 Loyalty
Thanks to the generation of smart metrics, AI Chatbots can create more accurate profiles of customers visiting your website. In this way, they can help direct users more effectively through the conversion funnel.
#5 Total Satisfaction
Thanks to their ability to process and respond in natural language, these artificial agents are able to offer consistent responses in a wide range of languages. In addition, they help build a positive vision of your brand and generate solid trust in your services.
How to integrate AI Chatbots with your Live Chat?
There are several alternatives that can help you take advantage of both resources. The first is to acquire a Live Chat tool and another messaging tool through Chatbots. The second is to develop your own artificial agents within your organization. Both are valid, however, there is one that can truly give you all the facilities you need in this process, an integral tool.
Currently, the leader in solutions, Freshworks, has released a more effective alternative to instant messaging applications. This tool called Freshchat is able to effectively increase the conversion rate of any organization through its many features that include: AI-based agents, messaging channels, advanced metrics and real-time connection to the Help Desk. All in one place.
What are you waiting for? Get the best of both worlds and offer your customers more intelligent and satisfying interactions through high-tech solutions. If you want to know more about Freshchat or any other Freshworks solution, do not hesitate to contact us. At Gb Advisors our goal is to offer you the best tools and a high-quality experience.
