Chatbots: the customer service representatives of the future?
Not only physical processes, but also digital processes and communication are becoming increasingly automated. As a counterpart to robots focused on analog actions, so-called bots—computer programs that automatically execute predetermined sequences—dominate the digital world. Chatbots are frequently used to increase productivity, particularly in customer communication.
In an online study conducted in 2020[1], 70% of respondents from the e-commerce sector expressed support for the use of chatbots.
Chatbots are dialogue systems that operate on a text-based platform and aim to mimic human conversations as naturally as possible. Their goal is to improve the user experience on company websites and in digital marketing, and often also to facilitate the completion of purchasing processes.
This is how virtual assistants work.
Besides voice assistants like Siri and Alexa, or other well-known examples such as the WHO WhatsApp bot, there are numerous other chatbots on websites, social media, and other digital channels. Each of these virtual assistants has different features specifically developed for its task. Nevertheless, all chatbots function based on the same fundamental principle: speech recognition. The chatbot systematically categorizes the individual parts of a message according to pre-programmed rules and thus finds a suitable response for its counterpart. The speech recognition patterns and responses are contained in predefined databases.
Speech recognition distinguishes between global and precise language recognition. Questions or statements are initially assigned to a topic based on keywords or other patterns and then categorized more precisely. The precision and quality of chatbot output depend primarily on the size of the dataset and the bot's learning capabilities. Artificial intelligence and machine learning methods such as deep learning can significantly increase the efficiency and quality of bots by expanding their vocabulary and enabling cross-referencing.
By combining chatbots with so-called Robotic Process Automation (RPA) — i.e., combining speech recognition systems with internal systems such as intranets or other enterprise software — internal business processes can also be automated and simplified.
Why chatbots are also interesting for your company
Whether a large corporation or a small business, chatbots, when implemented correctly, offer an advantage to virtually every company. The majority of customer inquiries are limited to simple, recurring questions that don't require a complex consultation process. Using chatbots thus saves time, resources, and money, while simultaneously allowing for the expansion of customer service offerings. Furthermore, data is collected during every customer interaction, which can be stored long-term and also contributes positively to the chatbot's learning process.
What matters when using chatbots in customer service
- A good chatbot is characterized by its ability to be indistinguishable from a human conversation partner at first glance. Therefore, with this form of automated communication, it's crucial to use a natural tone that mirrors that of the customer. Even the initial greeting can be decisive in whether the customer decides to continue using the chatbot. Feel free to be a little creative here. But be careful: there's a fine line between creative engagement and being intrusive.
- Draw your customers' attention to your virtual assistant by prominently integrating it into your website. The best way to do this is with a widget that instantly activates the chatbot with a single click. It's also crucial to clearly explain how the chatbot works to users to avoid misunderstandings and skepticism.
- Customer service is possible around the clock through bots, although not comprehensively. Chatbots can be very helpful in customer service, especially for routine questions, and can increase the efficiency of your customer service team. However, ensure that customers with more complex issues can be transferred by the bot to a human advisor for personal assistance.
[1] Statista source
