It is common knowledge that the popularity of a product is not limited to the product itself. While putting a decent product on the table is a prerequisite, marketing of the product has its fair share in its popularity. What makes the product and its brand stick with people, however, is the customer service. It is helpful throughout the cycle of a product, right from its conception to its demise. Customer service helps brands in making sales, resolving issues and even coming up with new products.
While traditional customer service is still prevalent with businesses, chatbots are increasingly becoming popular. Most brands have incorporated a chatbot in their business model along with the regular, human-driven customer service. The research and advisory firm, Gartner has predicted that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. SmatSocial’s very own chatbot, SmatBot, is being used by several businesses for lead generation. To know more about SmatBot, check out this blog.
With the recent advancements in the field of chatbots and their increasing popularity, the question arises if AI driven technologies are the future of customer service. And if yes, then to what degree. A survey by Oracle found that 8 out of 10 businesses have already implemented or are planning to adopt AI as a customer service solution by 2020.
A recently published article in The Hindu said that a “recent customer feedback in the insurance industry was, the bot answers questions truthfully, and users prefer the bot over a salesperson because the bot does not ‘lie’ or make exaggerated claims but is factual.” The lack of bias, according to this customer feedback, is what makes them preferable to humans.
While a lack of bias is a quality that makes chatbots popular with customers, there are several others that make them popular with businesses including information gathering, continued content delivery, and 24×7 service amongst others. To know more about their benefits, check out our blog on chatbots.
Both chatbots and humans have their own pros and cons. While chatbots help in addressing routine inquiries, reducing queue time and collecting trending data, humans are empathetic, anticipatory and bring a personal touch to the conversation. They are not, as some perceive, two sides of a coin. Instead, they are complementary in nature. The presence of either in the field helps the other.
The field of chatbots will undoubtedly improve and expand in the years to come. However, while they will play a much larger role in customer service, the future of the customer service will not be completely dominated by them. Humans will continue to play an important role through Live Chats. While chatbots help and will continue to do so in creating a better customer experience, they will not replace human interactions but will assist in enhancing them.