What I mean by that, is you do not purchase a chatbot off the shelf and plug it in. Artificial intelligence means that chatbots are worth so much more than any off the shelf solutions. The onus is on the company to ensure that the chatbot they define and programme is fit for purpose, and must take care not to limit themselves.
Instant messaging is the future of all customer service interactions, so it is up to the company to determine how best to set their chatbot to work, but the possibilities are excitingly endless.
A chatbot could just offer answers to customer queries, or in the case of Domino’s ‘Dom, the pizza bot’ handle and process food orders, from first contact to point of delivery. The delivery guy is often the only human interaction link in the chain (until drones take over delivery duties!)
Another big want on our consumers list is a personalised service. They expect a company to remember their preferences and choices and treat them like individuals.
Well, chatbots are capable of learning things like preferences. Therefore they do not have to treat customers as a new interaction every time they contact.
My weather chatbot, part of my voice activated Alexa, remembers my location. I do not have to remind it where I live, I can simply ask for a weather update. The chatbot then begins the report with my location, in a human style sentence. ‘Currently, in London, the weather is…’. It actually goes a long way to promoting brand and image, no waiting for the agent to locate my record and load it, then read my location, and check for my local forecast.
No. Instead an impressive, personalised report instantly.
Chatbots can be better at customer service than people. They do not have bad days, feel grumpy or get angry.
My view is that chatbots really are the answer to impeccable customer service, and you would be mad to miss out.
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