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Redefining support with customer support chatbot

Manpreet Kalsi
|
9
min read
Redefining support with customer support chatbot

Artificial intelligence is profoundly reshaping the customer support scene. From mechanised messages to the visual pursuit, AI enables organizations to interact with their clients through various touch points and improve their experience. So, a customer support chatbot and other automation tools help businesses boost customer experience and achieve faster growth. That’s the reason why at Engati, we have created two customer support chatbot templates- Telecom Bot and TechDesk Bot.

Let's read more about chatbots and their role in customer support.

What is a customer support chatbot? 

Chatbots in customer support must be the most popular use-case of the tech ever since its development. Right from the banking sector to E-commerce, chatbots are changing the customer support system drastically. Now instead of waiting on-line for hours together to get a representative on call to resolve your queries, you can directly go get your issues resolved with a chatbot. Customer support chatbots enable customers to access information through the database stored in it. It uses artificial intelligence and machine learning to answer basic questions. These may be questions like “how do I add more users?” or “what is your pricing?”

To answer questions and offer help, AI-powered customer support bots use your existing information and resources, such as FAQs or knowledge bases. They can recognize and respond to multiple forms of the same question and can be trained using your ideal voice and tone to give instant answers. All of this combines to create an experience that models what a real person would offer to customers in a chat.

It’s true that chatbots help your customer service agents take away monotonous tasks. It helps them do their actual job with more sincerity and increase productivity. One of the biggest perks comes in the form of time-saving features. Chatbots take care of simple questions quickly. This way your team has sufficient time for complex problem solving.

Customer support chatbot redefines service experience 

Customer support chatbots have been providing solutions to simple queries that cut down the time, resources and operational costs by 40%. With the implementation of live chat, you can provide your customers with all-round support and improve your customer’s experience irrelevant to the size of your business.

A combination of Artificial Intelligence and rules-based Natural Language Understanding techniques build a chatbot. They interpret the question and answer it automatically. If the answer to a question requires the system to ask a few questions first (for example “what is your order number?”), it can engage in a short conversation with the customer before looking up the answer from the backend system. If the bot cannot understand the user intent, or answer the question, it can transfer the dialog to a customer service representative. We call this feature the 'Human Takeover' feature in which a Live agent can anytime intervene and take over the conversation between a bot and a customer.

Bots are made to help, not replace customer service agents 

Chatbots can definitely help customer service agents do their jobs better. One of the biggest benefits of customer support chatbot comes in the form of time saved: as chatbots quickly take care of simple questions, the team has more time for complex ones. AI chatbots are not a substitute for real interactions between people. Bots are better at increasing these interactions and are best used to simplify tasks and eliminate workflow repetitiveness.

Human agents are supposed to handle interactions where someone is browsing a complicated purchase or update or is feeling frustrated or confused. Customer Support bots can really have some major benefits for your team and your customers for real-time interactions. Just remember that AI is a virtual assistant, it's there to help your human agents do their jobs better— it can never completely replace them.

AI chatbots aren’t a replacement for real human interactions, though. Bots are better at augmenting these interactions and are best utilized to simplify tasks and remove repetition from workflows.

Human agents should handle conversations where someone is navigating a complex purchase or upgrade or is feeling frustrated or confused. As advanced as natural language processing has become, it can never really offer a genuine “I’m sorry” or make things right like a human can.

For real-time interactions, support bots can really have some major benefits both to your team and your customers. Just remember that AI is a virtual assistant, it is there to help your human agents do their jobs better — it can never replace them entirely.

Now we will look at more benefits of a customer support chatbot.

Benefits of a customer support chatbot

In addition to the efforts of your support team, using AI-powered chatbots does not just make you look smart: it also comes with some pretty big benefits. Here are the five most likely to be noticed immediately.

Less stress with a customer support chatbot

A recent survey by chatbot developer Helpshift found that 94% of the 2,000+ respondents “dread contacting customer support.” The recent methods of handling customer support calls have done little to ease a customer's dread at reaching out to a vendor's customer service branch.

The survey also found that customers would welcome the use of chatbots to fulfil their specific needs. At least 70% of the respondents answered that they would use a chatbot if they could accomplish their tasks. This will reduce the time to get a customer service representative on the phone, and streamline the whole customer service process.

Chatbots offer an instant resolution

When a customer asks a chatbot a question, it doesn’t just offer a suggestion, it provides the full solution that is set up by using your own source material, including knowledge bases and FAQs. The instant replies cut out the wait-time that’s usually experienced with support agents. If your chatbot can't provide the right answer, access to humans will be difficult. Customers can request agents and get the accurate response they need without turning to other channels for support.

Your business can offer 24/7 support

Unlike humans, chatbots don't need to sleep. If your team is unavailable, a chatbot can step in and provide references to resources to respond to questions. But if they can't seem to help, the bot can tell you when a human will be in touch with your available hours. Alternatively, if you find that your bots get a lot of complicated questions that almost always require human intervention, you can build a dedicated "off-office" bot to take over when there's no one around to answer them. This way, the customer is not waiting for an answer, and as soon as they are back, a member of your team can immediately respond.

Chatbots continuously learn

Customer service chatbots are not only using AI to answer questions. They also use it to learn and improve the level of service that will be provided in the future automatically.

For example, if a chatbot is able to answer a question like "how do I add a different user? And "Where can I connect another user automatically?" It's the same thing. The same phrasing can be applied to your information bank automatically, so all questions are phrased in the same way. To provide better answers, you should train your bots.

By training your chatbot, you will enhance its immediate responses. Also, you will increase the likelihood that your consumers witness a self-service fix, ensuring that no one feels lost.

Your team has more context on each customer

If there is an AI chatbot, why not use it? Clients who see chatbots on websites may be more likely to ask questions than to browse silently and remain an invisible lead. You have their information in your system with that first touchpoint from a customer. When they contact you again, your agents can use the context of the interaction to better understand their needs or to ensure that their first question has been answered correctly. This deep context on each customer and their journey can give you some ideas for ways to improve your chatbot’s responses.

Create consistent user experience

Ultimately, customer support chatbots will help you create your customers' reliable on-brand experience. We only reinforce this consistency by the accuracy of chatbots. With AI in charge, messages are not skipped by mistake, help emails do not go to spam, and there is no copy-pasting or mistyping that could result in a customer getting the wrong information.

Technology ensures fewer errors

AI chatbots make fewer errors while answering customer inquiries than human agents do. This is because their cognitive technology interprets customers’ responses and provides accurate answers. And these answers are automated. Also, chatbots have great memory that reduces the chances of misinterpreting a query or offering an incorrect solution.

Proactive customer interactions

Generally, companies engage in passive customer interactions. That is, they only respond to inquiries but don’t start chats.

AI bots can begin the conversation and inform customers about sales and promotions.

Moreover, virtual assistants can offer product pages, images, blog entries, and video tutorials. Suppose a customer finds a nice pair of jeans on your website. In this case, a customer support bot can send them a link to a page with T-shirts that go well with them. Also, proactive customer interactions increase engagement, ensure retention and create a seamless experience for customers.

Speed and convenience as per customer demand

When you look at the success of companies like Uber, Netflix, Amazon and AirBnb, you have to realize that people value convenience. And only when possible, they prefer to avoid humans for a service.

All of these companies have taken something people could do before. For example, calling for a taxi or watching a movie. But technology makes these tasks much simpler now. Bots are eliminating these tasks for simplicity and agility.

Moreover, if you go to a supermarket and see how they function through technology you will not be surprised. The technology is insanely advanced! All you have to do is enter your requirements and the bot will help you find what you are looking for. You no longer have to wait in a long queue or wait for long hours. The bot will serve you and ensure that you save time for yourself.

Wrapping up

Artificial intelligence can clearly enhance your customer service experience for both your team and your customers. Artificial Intelligence is transforming our lifestyle and work life. It also influences how we can help our clients. Whether they are simply asking queries or trying to make a purchase decision. You're going to do much more than looking tech-savvy by adding AI-powered chatbots to your site. Using a customer support chatbot will save you time. It will customer experience, and help you build a more robust on-site or mobile app support experience.

To build a customer service chatbot with the experts in chatbot technology, try Engati for free!

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