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Drive to Reimagine

Two opportunities for AI chatbots to help customers

Shane Barker
.
Feb 14
.
2-3 mins

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

A positive customer experience is critical for business success. 

But how can you deliver a positive customer experience?

A Business Insider survey found that 80% of 800 decision makers plan to or already use AI chatbots to interact with customers via email, SMS, apps, and live chat by 2020. 

They see at least two opportunities for AI chatbots to help customers, which are:

Derive context

Properly trained AI chatbots have the ability to read between the lines, so to speak. They can engage with people at a level that surpasses set if-then scenarios.

They can customize their responses based on a customer’s behaviour and activities on the site. This makes the experience relevant to the user immediately, which can improve engagement.

Increase efficiency

In most cases, AI chatbots are the point of initial contact. They have the capacity to filter conversations so they know what they can handle and pass on those best handled by a human agent.

The opportunities here for quality engagement are real. AI chatbots can quickly address simple issues and thus save time for your customers and your human customer service agents

When they do need to pass on the contact to a human agent, they can prepare the agent by gathering all the details beforehand that to make the interaction highly productive.

Conclusion

AI chatbots present many opportunities for businesses to improve customer experience. Fortunately, there are quite a few established AI chatbot platforms that can help make this an affordable option for any business.

Check out this infographic first published on my blog for the complete list of advantage of chatbots


Challenges, Opportunities and advantages of an AI chatbot
Challenges, Opportunities and advantages of an AI chatbot Image Courtesy: shanebarker.com
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Shane Barker

Shane Barker is an accomplished digital marketing specialist and is the CEO of Shane Barker Consulting.

He has over 20 years of experience in the field of digital marketing and has an expertise in consulting Fortune 500 companies and numerous A-List celebrities for their online digital marketing strategies and social media campaigns.

Shane has also written multiple articles for publications such as the Inc.com, HuffPost, Forbes, CoSchedule, and many others. Shane has also been recognized as one of the 100 Most Influential People in the space of Influencer Marketing.

Andy is the Co-Founder and CIO of SwissCognitive - The Global AI Hub. He’s also the President of the Swiss IT Leadership Forum.

Andy is a digital enterprise leader and is transforming business strategies keeping the best interests of shareholders, customers, and employees in mind.

Follow him for your daily dose of AI news and thoughts on using AI to improve your business.

Catch our interview with Andy on AI in daily life

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