Technology is innovating at an accelerating pace and newer technology and gadgets are being invented on a daily basis. Today, where companies are facing cutting-edge completion in each industry vertical, every organization is struggling to perform better than its counterparts. While overloads have become a common problem, organizations constantly face the pressure of increasing their ROI and deliver measurable results in order to stay viable. As a result, companies are adopting technology-oriented solutions in order to automate tasks. One such technology innovation is “Chatbots”, which exhibit glimpses of the A.I assisted future that sci-fi movies have dreamt of since quite a while back.
What are Chatbots?
Chatbots are the computer programs which have been specifically designed to simulate conversation with users (humans). Owing to the rising need for more employees to carry out the chat tasks with the users to provide the customer support, a large number of companies are adopting chatbots to carry out automated chatting tasks. This includes using stock phrases, leveraging conversation memory, accessing knowledge sources, matching keywords and even sentence constructors. Using such advanced tools, these chatbots offer incredible solutions for customer care without even letting the person at the other end know that they are conversing with a chatbot.
Chatbots offer easier and efficient ways of providing online customer service. These chatbots function on a simple fundamental that each customer communicates with a customer care representative in only a slightly different manner. This implies that the bots are required to excel at a few underlying functions, including cancelling an order, placing a new order, modifying the ordering with a number of other predictable tasks.
How is it Beneficial to Use Chatbots?
Chatbots offer efficacious ways for handling the ever increasing overload on firms who are scrambling to cater to the needs of their customers. Customers mostly prefer to chat online with companies to perform a lot of tasks such as placing online orders, modifying them, or cancelling them.
Chatbots, being software driven solutions are capable of gathering and gleaning colossal knowledge & information at a much faster rate. Also, using chatbots eliminates the need to hire employees to carry out these tasks. Across the industry, bots can learn very quickly and can easily deal with multiple variations of similar tasks with ease.
Should your Company Use Chatbots?
Chatbots are gradually gaining popularity across different industries and brands. Brands such as 1-800-Flowers, Poncho, Amazon and Uber are using chatbots to cater to the diverse needs of their customers. But, as more and more brands are using Chatbots, professionals have started questioning that whether they should adopt the chatbots or not.
Like every new technology, Chatbots also offer a wide array of benefits. But, at the same time, these Chatbots are not completely error free and can create some issues as they encounter new situations to deal with, regarding which they don’t have any stored information. However, these bots are slowly but gradually getting better. The more we interact with such bots, the larger their database of information becomes and thus, we can expect better performance from them eventually. Nevertheless, the AI platform behind them must be highly focused on its individual domain so as to offer a seamless customer experience.
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