Customer Communications

3 Benefits of AI-powered Chatbots for Customer Service During the Pandemic (and Beyond)

By Chris Wallbank 30 November 2020

Chatbots are a prime digital transformation tool that brings together automation, self-service, operational efficiency and effective customer communication. Therefore, it’s no surprise that even before the pandemic , 47% of organisations were planning to implement Chatbots to handle customer care.

Need convincing? Here are just 3 reasons why Chatbots should now form part of your digital transformation approach. 

1. They free up employees’ capacity and speed up resolution times

If a major goal of your post-COVID digital transformation strategy is to take pressure off staff while speeding up resolution times, then Chatbots are a must-have. They’re efficient, cost-effective and guarantee a personalised experience no matter the channel.

If your Chatbot answers even 40% of customers’ frequently asked questions, service agent capacity is opened up dramatically. Staff are able to resolve more complex questions efficiently, which can fall outside the abilities of AI. They’re also free to better support vulnerable customers who may have complex needs or are unable to self-serve.

2. They can ‘speak’ like your brand and help with a wide range of issues

As AI grows ever-more sophisticated, Chatbots can take on more than standard FAQs – and interact in a conversational way. When set up with customer experience at the heart, Chatbots can help customers self-serve even for complex problems. 

It’s not the old stereotype of talking to a bot. Thanks to machine learning and Natural Language Processing (NLP), Chatbots can be effective ambassadors for your brand, speaking in line with your tone of voice and responding to customer intent. 

Engage Hub’s cross-channel Chatbot has been built to provide an intelligent, conversational, human-like experience for your customers across communication channels such as WhatsApp, Web Chat and IVR. Driven by deep integrations into your systems, our bot has the ability to pull information from source in real-time. This enables you to provide your customers with a rich experience and immediate response to complex queries. Our Chatbots are a powerful tool for all channels because they transform them into efficient and effective self-service solutions. 

3. They bolster product and brand visibility

Chatbots aren’t just for customer service. They can help you increase sales by offering personalised product recommendations based on customer preferences. Whether it’s by asking a series of qualifying questions or, better yet, pulling in existing data, you can build solid relationships that deliver higher customer lifetime value.

Now is the time to future-proof your business with intelligent Chatbot technology. 

AI-powered Chatbots play a key part in revolutionising customer service. With the advanced analytics you get with AI and automation, you can even start pre-empting customer needs. This enables you to head off issues, deliver more personalised engagement and achieve measurable customer experience improvements. 

It doesn’t matter whether your business is just starting up or already at enterprise level – or whether you’re in retail, logistics, finance or another industry. You’ll gain a competitive advantage and future-proof your business by investing in Chatbot technology now.

To learn more about Engage Hub’s cross-channel Chatbot and customer service in the digital era, download our latest guide on how to reduce costs and improve operational efficiency with effective self-service technology. 

See other posts by Chris Wallbank

Product Manager

As a Product Manager, Chris is responsible for the business management of Engage Hub’s product and its commercial success. With over 5 years of experience working within the customer engagement space, Chris is perfectly placed to help evolve a vision for the product that not only meet customer needs but also drive innovation to fulfill their future demands. Working alongside the Product team, Chris helps to translate business strategy into a product vision, whilst working closely with the Marketing Team to plan and carry out product launches to deliver innovative services for our customers.

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