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Chatbots In Customer Support

Artificial intelligence is redefining the client service landscape. From Automated messages to visual search, AI permits firms to better support their customers’ desires. It allows companies to focus on all the touchpoints throughout the journey.


There is this whole new change in customer experience, all thanks to this new wave of chatbots. AI chatbots have become widely available now and provide you with an opportunity that once seemed impossible. It allows you to provide:

  • 24/7 customer support.
  • Resolve customer queries without human intervention using Machine learning.
  • And also support multiple customer queries at once.

If you’re someone who has a lot of questions on chatbots, well you’re in the right place!

1. What is a customer service chatbot, and do you need one?

A customer service chatbot is a bot that uses AI and machine learning to solve customer queries. AI chatbots use your existing information, resources, previous FAQ's, etc, and try to solve your questions in real-time using your past data.  

They can also recognize the different forms of the same question and can be trained to give instant feedback. They can also be trained to answer in a specific voice or tone.

You should think of having a customer service chatbot if:

  • You are global and your audience expects multi-lingual support from you.
  • If you're looking forward to providing omni-channel support to your audience.
  • If you promise 24/7 customer support.
  • If you're looking to grow and efficiently scale your channels.

2. How can Chatbots improve customer service?

Chatbots are aid tools that are used to improve communication. Brands will use it to boost their customer's expertise, in order to get more sales, and build a deeper rapport with their customers. They also allow your customers to easily interact with your brand. Through simulated conversations, a bot can be trained to answer all your customer queries.

3. Can Chatbots think?

Chatbots are computer programs that use machine learning to mimic human conversations. They also use cognitive computing to respond to customer queries in real-time.

Chatbots cannot think as such, but with the advancement of AI and Machine things have changed a lot. They can be trained in such a manner that you might feel you are having a conversation with a human.

4. How effective are Chatbots?

According to IBM analysis, businesses pay $1.3 trillion on 265 billion client service calls every year.

As per IBM's research, chatbots can successfully answer up to 80% of routine questions. Plus, the cost and time a chatbot will take to answer queries will be way lower than that of a human.

In addition, the capacity to manage multiple customers at once makes the chatbot a better choice when compared to a human.

5. Are Chatbots intelligent?

A chatbots intelligence is defined by how well you have trained your bot. A chatbot is very intelligent when it knows who its users are and what are their expectations. With the help of Artificial intelligence and Machine learning a chatbot can easily handle any conversation with ease.

6. Do Chatbots increase sales?

When used smartly, chatbots will improve your revenue significantly. Chatbots not only help in solving FAQ's but also helps you in increasing the engagement with your consumers.

They not only help in lead generation and sales but also play an important role in the support and nurturing.

They help in providing your customers with omnichannel support throughout the entire journey.

7. What are the advantages of Chatbots?

Since chatbots are automated, they allow you to:

- Handle multiple customers at once.

- Helps in saving costs on employing agents.

- Saves time on training.

- Avoids human errors.

- Helps in data management, etc.


8. Benefits of chatbots in customer service:

  • 24/7 Customer Support:

Maintaining a support team that may take care of customers at any given time may be very expensive. However, customers’ wants could arise outside of business hours as well.

Frustration will build up once issues don't seem to be addressed right away, since none of the consumers like waiting. So, companies need to provide a platform where customers can get their queries answered.  

Answering and engaging with your customer's problems would act as a retention tool for your business.


  • Quick Response:

Even if a chatbot cannot solve your problem immediately, they can at least provide you with an instant response.

This would at least solve customers’ basic queries and problems. No customer likes to wait; an instant response will always be a bonus. Staffing costs of a large team to answer all the customer queries would be difficult to cover for companies. Instead, they can opt for chatbots which would provide them with a perfect balance of both.

It saves cost on developing a large team but also saves the time of customers by providing them with an instant response.


  • Reduced Operational Costs & Improved Morale:

As mentioned earlier, chatbots help you by saving a lot of your operational costs, but other than that, it also helps in improved morale.

A customer service representative’s productivity increases when he doesn't have to answer the basic repetitive questions. Chatbots can help customers with the basic questions so agents can shift their focus on the important/complex ones.

This not only saves time and money but also adds a positive impact on the morale of your employee.


  • Language Support:

If you’re a global company your customers would expect multilingual support from your end. Chatbots can handle thousands of customer queries at once in different languages. They can not only understand different languages better than humans but can also understand the different intents.

This makes them very versatile and helpful to a lot of global companies.


  • Consistency & Accuracy:

An agent might be under a lot of pressure when he has to do the same tasks again and again. This can result in inconsistencies and increase the chances of making an error. Customer support Chatbots can work without breaks and provide consistent performance throughout. They can perform the same tasks consistently without making any errors.

This might also allow agents to take breaks and off days to improve their productivity.  


  • Data gathering Opportunities:

It can be hard for employees to remember every part of a conversation with a customer. It's even harder for them to analyze all the details and improve their services to provide a better customer experience. That's where chatbots can play a crucial role by acting as a bridge between them.

Chatbots can be trained to gather analytics and insights during live conversations. This data can then be used to understand the customers better and also train the bots accordingly.

This in turn helps in providing an overall happy experience to the consumers. Improving the service strategies & sales of the business.


  • Less Customer Stress:

Some customers might not feel comfortable contacting the help desk. Due to this, they might not do a good job of describing their problems. In such a scenario, an AI chatbot can be useful in understanding the problem as it is trained to solve single questions in multiple ways.

Plus, the immediate response and resolution speed make customers feel important and also reduces the chances of having a negative experience.

Chatbots streamline the entire customer experience, making customers happy and satisfied throughout the journey.


9. Do customers like chatbots? And are Chatbots the future?


Customers don't like waiting and are always looking to get their queries cleared instantly. With chatbots, customers can expect the instant form of communication possible.

Plus with the rise of AI Live Chat platforms, customers can receive answers to their queries in no time. It also makes consumers feel like they are interacting with a human on the other side.

According to a report, most of the customers prefer chatbots over agents to solve their problems in real-time as it's simpler and easy to explain their problems that way.  

Machine Learning and AI are getting better every day. With millions of potential customers out there it's hard for companies to look after all their customers.

Customer support chatbots not only help in FAQ's but also drive in more engagement and sales in the business.

As a business, if you still aren't investing in chatbot technology you're missing out on a lot of your future customers.


10. Conclusion.

Artificial Intelligence is changing the whole customer service experience. It has completely changed how we lived and worked in the past. It's able to support customer's right from asking simple queries to making their final purchasing decisions.

Chatbots are becoming more and more essential for a well-rounded and strong customer service strategy.

Chatbots are no longer a bonus, it has now turned into a basic necessity as more and more companies have started implementing them into their business.

Try out our live chat platform today to make your business future-proof while also growing your current sales.

About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

So, are you ready to create unbelievably smooth experiences?

Check us out!