The digital world of today prefers instant messaging to voice exchange. The appearance of chatbots and Artificial Intelligence is there to meet these needs but it is a challenge for companies and developers who must find the perfect tool to respond to these changes.
Identification of opportunity
As these technologies continue to evolve, it is important to discuss the major challenges developers face in creating chatbots and using AI for businesses.
Customer service, which is already a focus for many developers, is the most obvious opportunity for chatbots and artificial intelligence for businesses. The first step is to identify the major problem for most companies and, in this case, the opportunity is clear: to improve customer service in order to reduce the high cost associated with malfunctioning.According to some studies, poor customer service will encourage consumers to no longer buy on an e-commerce site while customers satisfied with customer service will remain loyal and will even recommend the site to their loved ones.
Customer service paradox
The high cost associated with poor customer service will attract the attention of businesses, but the use case becomes stronger when we stop a little to focus on the real challenges faced by different customer services and why this gives rise to uncovered expectations. In today’s globalized marketplace, customers expect 24/7 customer service, but they also want personalized service and clear, accurate answers.
The cost to provide this level of service to customers with live agents is prohibitive. This is why more and more companies are experimenting with chatbots to reduce their costs, but also to maintain a personal touch by automation and self-service.
Businesses know that they need chatbots and artificial intelligence for their customer service if they want to fully satisfy their customers.
The gap between experience and expected experience plays an important role in the extent to which client satisfaction ratings continue to be severe, particularly when existing systems are used. However, many customers still prefer to deal with agents online and are not receptive to automated solutions, creating a dilemma for some companies. The best is to integrate both and leave the choice to customers.
The major concern is that chatbots and the AI have a long way to go before being widely adopted by companies. These tools will take a little time to be able to provide real added value to businesses and gain the trust of customers. For example, the accuracy of speech recognition reaches 90%, but is it good enough to assume perfect customer service?
The other problem raised by some companies is the fact that the chatbots replace the agents. However, customer services should be more likely to see chatbots as a complement to the work of agents on-line, enabling them to maximize their effectiveness.
Which solution should be adopted by companies?
Businesses can not afford to wait for accurate 100% language recognition to integrate chatbots into their customer service. Client expectations are changing too fast to wait, and companies must be ready to try new support solutions to satisfy their customers. Especially since for many of them, improving their customer service is an emergency.
The key is therefore to accept certain risks until the refinement of these applications.