Is Chatbots, changing the way businesses interact with customers?
As technology is evolving, we are seeing some interesting digital marketing tools on the rise. Ever wondered if you are talking to a human or a bot on the other end of the line? Are chatbots taking over the human element of human services? Do you prefer human interaction or chatbots?
What is a Chatbot?
Chatbots is a digital marketing tool transforming the customer service landscape. It is a computer program that simulates human conversation through voice commands or text chats or both.
Chatbots, an Artificial intelligence feature.
A Chatbot, short for chatterbot, is an artificial intelligence (AI) feature that can be embedded and used through any major messaging applications.
This digital marketing tool is used by organisations to engage with customers through various customer service channels like email, phone, SMS and social media.
Chatbots are reshaping online services and continuously improving customer experiences. Many businesses are moving to integrate automated AI-based solutions such as chatbots to provide faster and cheaper customer services.
Let have look at the advantages of using Chatbots
- The is more time at hand to deal with complicated tasks and responsibilities.
- Chatbot can fetch information from the database quickly, reducing turnaround time for customer request
- Chatbot can deal with all mundane customer requests efficiently
- Number of customer service emails are reduced, as all predictive tasks can be directly handled by the chatbot
When to use a Chatbot?
- As a Sales Channel
- When Your Agents are Offline or Overloaded
- For Faster Onboarding
| Chatbot benefits for Customers | Chatbot benefits for Companies |
| 24-hour availability | Cost savings |
| Instant answers | Increased sales |
| Consistent answers | Increased customer interaction |
| Recorded answers | Reaching new customers |
| Multi language | Gain a deeper understanding of customers |
| Endless patience | |
| Instant transactions | |
| Programmability | |
| Personalization |
Chatbots and Consumers
Human Services vs Chatbots
Although integrated automated AI-based solutions like chatbots are on the rise, many consumers still prefer human services. Over 80% of consumers prefer to work with humans when it comes to solving customer related issues. Customers prefer human interaction because tools like chatbots are not sophisticated enough to mimic the human approach, and lack empathy and intelligence.
Advantage of using Human services rather than Chatbots
- They display empathy
- They are experience driven
- Culturally sensitive
- Act with urgency
- Understanding Human Tonality
When should businesses make use of Human services?
- For Complex, Technical Issues
- Documenting or Reviewing Product Damages
- Dealing with Angry Customers
Lets take a look at the pro’s and cons of Chatbots and Humans
As you can see, there are pros and cons for using chatbots and human services. As technology is evolving, businesses need to find ways for humans and technology to work together to produce better results when it comes to customer service.
Instead of excluding the one, businesses should find ways to integrate bots and human interaction. As the digital marketing scene continues to evolve, it is important for businesses to find solutions and improved ways to connect with consumers.
What is your viewpoint on Chatbots vs Human services? Have you experienced using a chatbot yet? What is your preference?