Skip to main content Skip to main navigation Skip to search Skip to footer
Type to Search Subscribe View Tags

HCL Technologies

AI Powered Chatbots: Shaping the Future of Customer Interactions

AI Powered Chatbots: Shaping the Future of Customer Interactions
Ramu P - Group Project Manager | May 15, 2017
961 Views

Are you someone who likes to cook or would you rather order pizza? Then, you can easily do so through Facebook messenger. Dominos chatbot enables you to select from a wide array of delicious toppings.

Confused about where to head for a vacation? A chatbot will predict your preferences and help you arrive at your favourite destination.

#Bots, powered by AI and analytics, offer infinite possibilities to redefine customer experiences.

Brave New Chatbots

A chatbot is a software program which mimics human conversation and acts as digital persona for your brand to build customer trust and empathy.  

According to professionals, the concept of chatbots may be simple, but its applications could significantly impact how people make decisions and improve overall user experience. Imagine being able to chat with your computer as if you were talking to a friend on the phone and decide what you want to purchase without having to leave your computer. Chatbots are still at a nascent stage but are already set to become the next big innovation when it comes to enhancing customer experiences.

Conversational commerce is something that has already hit the headlines. Internet giants like Google and Facebook are already making some path-breaking advances in this area by blending virtual assistants and artificial intelligence. This gives customers an exceptional experience and empowers brands to personalize customer service interaction through messaging platforms. No matter how simple the concept of conversation may seem, it is likely to change the lives of many for the better.

Keep it personal

By offering tailor-made experiences to customers based on their needs, you can keep the engagement relevant and relatable for the customer. Moving beyond first names, you can utilize chatbots to compose insights from an array of data sources into tailor-made persona, improving the quality of service in the process. For example, if your customer needs a specific repair service within the vicinity, you can harness their contextual data and current location to deliver a personalized experience.

Don’t forget the rules

Conversational bot commerce necessitates the adherence to certain standards. Before any engagement takes place, chatbot should first seek approval from the customer for accessing personal information. If you do not play by the rules, you could put off repeat customers and end up with a negative brand image, easily accessible online by potential customers.

The importance of putting the customer first

Making your business fruitful and earning revenues might be your ultimate goal, but this can only be achieved by listening to the customers’ needs and addressing them accordingly. The content should be engaging and relevant, compelling the customer to visit again.

Predictive technology can be leveraged to anticipate which customers are most likely interested and analyze their purchasing behaviours. Accordingly, your chatbot has to infer conversations based on their needs to serve them better every time they use it. Being responsive to their needs and ensuring that the service you provide is second to none will help your brand build and develop positive customer relationships.

Solving customer’s problems

Efficient and timely problem resolution is the need of the hour. As AI chatbots can mimic the way humans act, they take “business hours” out of the equation and provide instantaneous gratification to customers. An omni channel strategy will drive consistent customer experiences, irrespective of the channel. Chatbot software can be integrally integrated into your system, asking for human intervention in complex situations. Chatbots have the ability to deal with more than one customer at a time, which makes it easier to avoid customers waiting around for an answer, without compromising on the quality.

PA applications

#Chatbots can work as personal assistants, enabling you to personalize the services offered

Booking flights and making reservations for meals or accommodation is now extremely convenient. You can even book the food you want without having to go through the whole menu, as it will be tailored to your needs. Information relevant to the customer’s location is also easily accessible.

Customer service is transforming rapidly to keep up with technological advancements. With the help of bots, customers receive best-in-class services that provide the attention and information they demand. Therefore, brands must strive to leverage chatbot software in order to stay ahead of competition and offer differentiated customer experiences. So, why wait? Go leverage this brilliant technology and become a full-fledged 21st century enterprise.

References

https://www.netsolutionsindia.com/blog/how-chatbots-are-disrupting-customer-experience-across-industries/

http://www.newgenapps.com/blog/5-reasons-chatbots-are-important-for-business

http://www.softwebsolutions.com/resources/chatbots-for-ecommerce-industry.html


Contact Us
MAX CHARACTERS: 10,000

We will treat any information you submit with us as confidential.

We will treat any information you submit with us as confidential.

Sign in to Add this article to your Reading List
Register