AI is a big deal right now. A large number of businesses are finding new ways to integrate it as the technology continues to develop at a rapid pace. Some companies are going so far as to entirely replace human labor with AI in the interest of getting a bigger slice of profit — but that may be a mistake.
One technology that’s been around for quite a while (relative to generative AI and LLMs) is the chatbot. According to a study from Gartner, companies integrating a chatbot into their customer service strategy have seen a 70% reduction in inquiries via phone, chat, or email.
An AI chatbot can handle a lot of routine tasks and queries quickly and easily, vastly reducing the workload for your human support agents. But that doesn’t mean you should start relying solely on chatbots or any other AI tools. Misuse or overuse of technology such as chatbots can have major negative consequences for your business.
So how can you best create a balance between making good use of chatbots while also keeping your support staff working at peak efficiency?
Chatbots and How They Work
First, let’s get into the basics of AI chatbots and what they do.
Chatbots are software programs that simulate human conversation. Some can receive voice commands, while others might require text input. Chatbots use Natural Language Processing (NLP) to interpret customer queries and respond with pre-programmed answers. Modern chatbots also integrate with machine learning to improve over time and make more extemporaneous responses.
Chatbots are a great addition to any support strategy, as they offer fast, 24/7 support for common queries. This automation can vastly reduce customer wait times and lighten the load on live agents.
What Customers Like About Chatbots
While the benefits for companies are relatively self-evident, let’s talk a bit about the customer-facing side of chatbots and why people like them.
First and foremost is the immediacy of help. A chatbot can answer your question as soon as you log on to the company’s app or website, meaning you don’t have to wait on hold or for an email response. As previously mentioned, this support is also available 24/7, so customers don’t have to worry about operating hours.
There’s also the appeal of self-service. Many customers appreciate being able to help themselves and get on with their day rather than waiting for a human agent to do things for them.
Chatbots can also be used to provide things like order updates, meaning customers don’t have to hunt for the status of an order.
What Customers Dislike About Chatbots
But it’s not all sunshine and roses for customers when it comes to chatbots. There are some very real limitations and drawbacks to the technology which could aggravate your customers if they don’t have other options.
First, some chatbots still struggle with language capabilities and are poor at understanding slang, regional dialects, or unusual phrasing. This could easily lead to the chatbots providing irrelevant answers.
As you might have guessed, chatbots also frequently fall short when it comes to handling complex problems. When a chatbot can’t handle an issue, they expect an easy way to get a live agent. If they find it too difficult to talk to a person, they can easily get frustrated.
Finally, there’s the reality that even the most well-programmed bot is still a bot. Chatbots can sometimes feel cold and impersonal, which can be off-putting to customers. Ironically, being too indistinguishable from a human can also be off-putting to customers.
Don’t Use Chatbots to Avoid Talking to Customers
The bottom line is this: while chatbots are a great supplement to a human support team, they shouldn’t replace it. Many customers want or need to speak to a live agent, either because their issues are too complex for the chatbot to handle, the chatbot doesn’t understand their request, or they simply prefer it that way.
More choice for the customer is always a good thing. It’s best to take a balanced approach when it comes to chatbots, while keeping human agents available for those who want them.
Creating a Positive Chatbot Experience
So what can you do to make the experience a pleasant one for your customers?
- We Choose the right chatbot software, preferably a chatbot platform that uses machine learning and NLP.
- Make your chatbot multilingual for the broadest possible availability.
- Create a conversational tone for your chatbot that reflects your brand and offers a unique experience.
- Integrate your chatbot fully with your CRM and help desk software to make escalation easy and seamless.
- Train and refine your chatbot over time so that it can handle a broader array of topics and encounter fewer errors.
- Review customer feedback to make sure you’re keeping your customers happy and giving them a good experience.
