How to improve Customer Experience with AI Chatbots
Introduction
Chatbots are gaining remarkable popularity around the world. In this fast-moving world, everyone wants instant answers to their problems/issues. To have an instant answer is why all business organizations are trying to solve their customers’ problems to maintain their reputation without mistreating customers. But giving instant replies to the users regularly is not possible at all from the human end.
Chatbots are transforming the customer interaction space. They are programmed to go through chunks of data to provide you with quick answers within nanoseconds. Hence, they are great for recurring jobs that demand simple tasks.
Here in this blog, the Codestore team will explain how to improve customer experience with AI Chatbots.
But first, let us start by gaining more knowledge about chatbots.
What are Chatbots
Chatbots, formally known as interactive agents or artificial conversation entity, is a software application that communicates with users via a conversational interface whether that is on a website, a messaging app, or a virtual assistant.
Chatbots can be as simple as fundamental programs that answer a simple query with a response, or as advanced as digital assistants that learn and evolve to deliver increasing levels of personalization as they gather and process information.
The chatbots are developed in a way that they can address the linguistic as well as non-linguistic queries and interpret the same. Depending on the questions, it delivers appropriate information to the users. The best part of using a chatbot is you can use it with different applications and establish simple communication without any barrier.
In the most elementary way, chatbots are programmed to answer specific, frequently asked questions, offering a simple way to captivate customers. On the other hand, Artificial Intelligence (AI) — powered chatbots can learn from user behavior to predict customer’s behavior and provide information to the point. Using chatbots can help automate interactions and offer instant access to customer service functions.
How do chatbots work
Chatbots process data to deliver replies to requests of every kind. They work by analyzing and pointing out the intention of the user’s request to pull out relevant output.
The chatbots work by using three classification methods:
Pattern Matching
Bots utilize pattern matching to collect the text and it produces a suitable response to the customers. The standard structure model of these patterns is Artificial Intelligence Markup Language (AIML). The bot reacts to anything that matches that pattern. For every sort of question, a pattern must be available in the database to give a reasonable response
Appropriate Algorithm
Algorithms play a major role here as they help chatbots in analyzing huge amounts of data. A unique pattern must be available in the database to provide an appropriate response for every kind of question.
The accessibility of many algorithms has made it easier for developers to build suitable algorithm-based models. These chatbots are more feasible and can be deployed to interact with users and deliver suitable responses.
Artificial Neural Network
An artificial neural network is a computing system that contains various simple but highly associated elements or nodes, called ‘neurons’, that are organized in layers.
Neural Networks are a way of calculating the output from the input using weighted connections, which are computed from recurrent iterations while analyzing the data.
Every sentence provided to a bot is broken down into a different set of words with the help of an artificial neural network and each word is used as an input to neural. The neural network has become stronger and more advanced, helping the bot to create a more accurate set of responses to common queries.
Types of Chatbot
There are 2 types of chatbots
1. Rule-Based Chatbots
2. AI-Based Chatbots
Rule-Based Chatbot
A rule-based chatbot can only use a set of defined rules. Rules define the course of the bot’s conversation. They are easy to build as they only use the simple true/false algorithm. Interactions with rule-based chatbots are highly structured and are mostly applicable to customer support functions only.
AI-Based Chatbot
This bot has artificial intelligence. It is instructed to use machine learning for analyzing and giving an output of the query. They generate their answers to a question, which can be more complicated sometimes, by using Natural Language Processing. It continues to improve after every interaction with customers.
Benefits & Importance of AI-Based Chatbots
Chatbot applications interact between people and services, enhancing customer experience. And simultaneously, they offer companies the scope to improve the customer’s engagement process and operational competency by reducing the cost of customer service.
Below are the key reasons why an increasing number of businesses are adopting the chatbot strategy and how they are acquiring & retaining customers.
Better and Instant response to customers — Most customers view chatbots as the easiest way to contact an organization. Bots are a smarter way to ensure that customers get quicker responses than they are looking for without letting them wait for their answers.
All-time availability — Bots are always available to customers with immediate answers to the common questions asked by them. The top potential benefit of using chatbots is 24 hour & 365 days customer service.
Can handle multiple customers — Chatbots can handle as many queries as they get at the same time.
Multi-language systems — Chatbots can support multiple languages which, at times, is important if the organization is globally branded. The chatbot may ask customers about their preferred language or can analyze the language of the customer through their input.
Drawbacks of AI-Based chatbots
We have just learned about the benefits and importance of AI-based chatbots, but they have some downsides as well. Let us now learn about that
Incompetent of understanding human emotions — Just so that we know, chatbots are not human, they lack feelings and emotions. So, it doesn’t always understand a query, or its selection of answers may be restricted.
Requirement of constant maintenance — Organizations could not just make chatbots and leave them on their own in hope that they will answer customers forever. Bots need constant maintenance, and development in terms of their analysis of the dataset from which they’re supposed to communicate with customers.
Difficult to create — Learning about chatbots and their Implementation can take time. Chatbots are implemented using Natural Language Processing. Natural Language Processing is a part of Machine Learning which can be used to interact with customers.
There’re plenty of benefits and drawbacks that chatbots have to offer. Let’s discuss some of the ways that show:
How to use chatbots to improve customer experience
Personalize Customer Service — Chatbots are designed by using Machine learning and NLPs. Using this to analyze customer behavior, chatbots may gather customer data such as — their name and recognize their need for service. Automated chatbots use such detailed insights and reports to design and deliver improved customer service, along with decreasing talk time and providing faster solutions
Improving Customer Service with a stored dataset — By making sure, a chatbot provides a better communication experience, it can utilize/analyze stored data to get information about customers’ preferences and personal information. Bots are only good at their programming, but good bot interaction escalates to human agents if they get stuck in between conversations.
Provide 24/7 support to customers — AI-based chatbots are capable of doing what humans can’t do, they can provide 24x7 hours of support to customers.
Reducing Customer Frustration — Waiting for responses on voicemails and e-mails could be exhausting, this is where chatbots come in. Chatbots can help by answering customers’ questions and placing their feet in the right direction.
By Reducing Errors — Chatbots can remove errors if they are programmed correctly. We can depend on chatbots to give customers accurate answers every time they ask a question
Customized texts and contents — By inserting images and introducing an interactive menu into that chat content could engage customers. Based on customer questions, more options for customer support will be available. Few FAQs could also be added, it could become easy for customers to travel through a variety of contents.
Endure Friendliness and Approachability — Customer support must be approachable for help. So that customers, by their own choice, would want to use chatbots for minor supports.
Concluding Words
Chatbots can now communicate with customers in the same way humans do, thanks to advances in natural language processing. Organizations save resources, cost, and time by using a chatbot to get more things done in less time and by improving customer experience.
AI-Based chatbots will be an important technology and will become an essential part of organizations in the near future.
