What are the benefits of conversational AI?
Probably the most notable benefit for customers is the sheer speed of the responses they can get from conversational AI. A chatbot or voicebot can provide an answer to a customer’s query in very little time. And AI that’s well versed with accurate information means quick customer resolutions again and again.
Conversing with a machine might sound impersonal, but the opposite is very much true. When integrated with CRMs, conversational AI creates a customer profile based on relevant customer information. This info adds both context and a personal touch that won’t go unappreciated by your customers.
Reduce wait and hold times
Of course, one of the most frustrating things about over-the-phone customer service is being kept on hold. Because of speedy reply times, conversational AI drastically reduces hold and wait times.
And should the issue need to be escalated to an actual human, then your conversational AI will instantly put your customers through to the right department.
With conversational AI, you’re essentially providing your followers with round-the-clock customer service, anyplace and anytime. If someone needs help when your physical staff have downed tools for the day, then a chatbot can easily swoop in, even if it’s silly o’clock.
Handily, they don’t have to deal with language barriers either; most conversational AI tech features language translation software of some kind. And a customer is more like to come back for more when they know they’re catered to linguistically.
Depending on the size of your business, you could receive thousands of queries every single day. If you rely on agents alone to respond to these customers in a timely manner, then they may struggle to put a dent in such a number.
Conversational AI can help companies scale their support function by responding to all customers. And like we said, virtual assistants are available around the clock and on multiple channels, so they can deal with issues when your agents are unavailable.
Customer support can be pricey, especially if you require 24/7 assistance in a variety of languages that involves hiring and onboarding new employees. Conversational AI takes the strain off operational costs by resolving queries and leaving agents with less to deal with – at no extra cost to boot.
The right conversational AI platform can capture key details on your customers, creating insights which you can use to better understand their behaviour and optimise the customer experience. And in the long run, that means more satisfied customers who’ll return time and time again.
More efficient agents
With conversational AI taking care of the grunt work, your agents are free to be more efficient and productive in the absence of repetitive tasks. Instead of focusing on simple tasks like checking account balances, they can take on more complex cases that require their full attention.