Chatbots are revolutionizing the work environment around troubleshooting and tech support. Avi Ben Ezra, the CTO of SnatchBot, explained in an interview how the pieces of the puzzle fit together.
One of the most exciting technological advancements of our time is chatbots. These amazing AI entities are widely used in many different industries. Messaging platforms are increasingly used when people are communicating. As Ben Ezra said: “Another interesting way in which to use chatbots are for troubleshooting purposes. Properly programmed chatbots have the ability to process many different human languages. Therefore, they are able to address many of the queries which people might have. They are even able to provide those people with viable solutions for their problems”. Because of chatbot implementation users have immediate access to support services and to customer care. Nothing can be more frustrating for a user when they make contact with a customer support desk and are then put on a hold. Many people simply do not have the patience to deal with these kinds of frustrations. Working with such a system also means that a lot of time is wasted. All of these frustrations and time wasting can be eliminated by making use of troubleshooting chatbots. They are always on the job, they do not need to sleep and they do not become frustrated and angry. Ben Ezra also explained how this closely resemble real human interactions: “They will respond to all customer queries and they will also help consumers to find solutions for their problems. This will be accomplished in a very short time which will lead to a much-improved consumer experience”.
Image credit: www.avibenezra.com
People talking with chatbots – taking a closer look:
When making use of a chatbot it is possible to provide personalized service for each customer when they engage with your chatbot. These sophisticated AI entities can assist users in a variety of ways. They can make recommendations and provide product information and they can also offer assistance for a range of technical problems. It can sometimes happen that a customer will start to share their problem and will then terminate the conversation before a solution has been provided. In such an event the chatbot will keep a record of that conversation so that it can be used when the same customer makes contact again. The chatbot will use the recorded data to make fitting suggestions to the consumer which can make the consumer fuel very special and valued. Chatbots is especially useful as troubleshooting agents because they will be accessible by the consumer 24 hours a day. This will benefit both the consumer and the business. It doesn’t matter where a person may live anywhere on the planet regardless of times zone the troubleshooting chatbot will be ready to provide assistance. This provides a business with the benefit that any problem which the consumer might have can be solved by the chatbot at 0400 in the morning while the business people are asleep.
Chatbots can eventually define the consumer problem better
A properly implemented and programmed chatbot can do a lot to provide the customer care team with a comprehensive understanding of everything which the consumer may require. This can lead to the formulation of proper questions which can then be used by the chatbot to provide the consumer with even better solutions. All of that interaction between consumers and the chatbot can help the business to get a very accurate overview of what the consumer like and also their particular preferences and needs. This can be used by the business to personalize their services and it can also help to create new leads for the business. In a very large Corporation, it can happen that customer care departments can get overwhelmed by complaints from consumers. However, when troubleshooting chatbots are deployed they can be used to answer the majority of the questions which is most commonly asked by customers. This can do a lot to relieve the pressure which is resting on the shoulders of customer care agents. Even more importantly this will give human resources the opportunity to concentrate on those things which are really important. There are many relatively simple queries which are received by the corporation’s every day. This is things which can be tedious and boring but which is within the capabilities of troubleshooting chatbots to handle.
Marketing and advertising remains essential
Avi Ben Ezra and Adriaan Brits have worked together to map out a unique way forward for pay per click advertising bring users to landing pages where a combination of excellent UX optimization and chatbot assistance, is now actively outperforming human efficiency. As Ben Ezra said: “A properly programmed chatbot can be used to provide the consumer with valuable information regarding the company and also the services and products which is provided by that company. All of this information can be made available to the troubleshooting chatbot and as the conversation with the consumer progress little bits of information can be shared when the opportunity arises”. Adriaan Brits said: “We were surprised to see just how advanced these chatbots are when taking over the conversation from a landing page. Having to admit that it outperformed sales staff came as a surprise – but you cannot argue with data”. This can significantly increase the consumer’s awareness about everything which is happening at that business. They will also be able to learn about new products or services which has become available. They can also be informed about upcoming specials and promotions where they can save money. There are already many corporations and organizations which have extensive tutorials on their website. The purpose of these tutorials is to provide customers with a better understanding of the products and services which is provided by that business. When using your troubleshooting chatbot to share all of this information the benefits to that business can be substantial.
Chatbots have incredible potential
There are so many possibilities which becomes available to a business or Corporation when a troubleshooting chatbot has been implemented. Because of the incredible power of artificial intelligence and also technologies such as machine learning and natural language processing chatbots is becoming smarter with every passing day. They are able to understand the intentions of the consumer and they are more than able to provide the consumer with suitable answers. New technologies are emerging every day which is making chatbots even more effective. They are already incredibly humanlike and sometimes it can be difficult to say with certainty whether you are conversing with a human or with a chatbot. Any large Corporation or business who are receiving large volumes of queries from customers should definitely invest in a troubleshooting chatbot. This could help that business or Corporation to save a lot of money and to provide the customer with a better overall experience.
Suggested reading: Avi Ben Ezra discusses robotic processing automation