A chatbot AI is artificial intelligence (AI) software designed to learn from human conversations. These are stand-alone programs that interact with users as actual humans, and their primary purpose is to perform tasks without human supervision.
The essential functions of a chatbot are aimed at the following requirements:
- The time in which a problem can be resolved.
- The chatbot’s learning capacity about each conversation.
- The low maintenance costs.
- The ability to exist within other applications.
- The little training they need.
- The possibility of introducing a self-service.
It is a technology that has become increasingly popular in corporate customer service over the past few years. According to a forecast by Gartner, a good 85% of interactions with a company’s customers were via chatbots (bots) by the end of 2020.
How Do Chatbots Work?
A chatbot AI is a continuously updated program that “learns” something from every conversation with a customer. The chatbot processes the incoming data to learn more about the customers’ behavior and preferences and ultimately to anticipate the needs of the customers.
When it comes to using these systems, 61% of agents say that an intelligent bot saves the support team time by answering questions without the involvement of a human agent.
The functions of a chatbot are to process the language as a human would. Not only do they focus on the meaning of the words, but they can also learn new definitions based on the context. For example, a chatbot cannot know what the term “building” really means, but it can derive its meaning from the remaining words in the sentence and then correctly assess the time in the future.
Machine Learning: So How Does A Chatbot Learn AI?
The term machine learning refers to how the chatbot’s functions organize the new data it receives and allow it to generate new knowledge for future actions. It refers to the software’s ability to gradually improve its performance the more experience it gains from conversations and the growing flow of customer information.
In addition to machine learning, there is also known as deep learning (multi-layered learning). Deep understanding refers to a type of artificial intelligence based on how a human brain works.
This type of artificial intelligence recognizes the language, the data and specific patterns. This information then serves as the basis for decision-making. In contrast to us humans, however, a chatbot can process a lot more data and faster to uncover patterns and irregularities.
Advantages Of Integrating A Chatbot In Customer Service
The functions of the chatbot offer customers a response much faster. According to a study, agents spend around 20% of their working time looking for information about their customers’ problems and inquiries.
Chatbots can merge the individual channels in a company’s customer service and answer questions efficiently and across channels any day of the week at any time. And that’s exactly what customers appreciate. 66% of millennials say that the main advantage of chatbots is that they can be spoken to around the clock.
“The bot’s response in the web widget has enabled our customers to answer their questions much more easily and quickly. This gave our agents more time to devote to more complex problems. Thanks to the time our agents saved, we were able to offer three additional hours of chat coverage per day”.
The intelligent chatbot AI (bot) works most efficiently with tickets that require less agent intervention but occur very frequently, allowing agents to focus on the incidents that require human interaction.
According to a study by American Express, 40% of US customers prefer to speak to an actual customer service representative on the phone when the problem is very complex. By implementing a chatbot, customer service employees gain more time to take care of really complex tasks and find a solution for these situations as promptly as possible.
Apps Or Chatbots?
Recently, companies have been offering their customers more and more apps. However, because of the cost of maintenance, updates, or their space in customers’ devices, they lose their usefulness.
For its part, the intelligent chatbot can be compatible with any of the currently most popular instant messaging apps, which means that we significantly reduce the costs of offering our applications in the Google Play Store or Apple Store.
On the other hand, we avoid the constant competition with the countless apps uploaded to these platforms every day, which means that customers may have to look for the famous needle in the haystack to find our application.
It is more and more critical for customers to rely on good customer service even after the purchase. According to a survey, around half of customers say they would switch providers after one bad experience. If there is more than one negative experience, this number increases to 80%.
Software that enables live chat to improve your conversation with customers. This allows you to be present in the customer’s life 24 hours a day and automatically offer possible solutions to problems that could otherwise lead to unnecessary delays.
highlights the advantages of this tool and notes that the agents “can work on several chats simultaneously with the live chat: the waiting time is reduced and the customers enjoy a lot better experience. “
Now that you’ve learned more about chatbot AIs and how they can help your business, we invite you to try, which will help you manage your conversations with your customers. Please take a moment to take a look at our products. Then learn how to save time and change how users interact in just one step!