Artificial intelligence is becoming more mainstream with every passing day and that means there are plenty of opportunities to use the technology to drive your business forward and embrace what computer automation has to offer.
One area where AI is changing the face of communication is with the use of chatbots as a tool for providing a human-like interaction to deal with a number of different customer service situations.
Here is an overview of chatbots and a look at how to understand and use them in the most effective way.
1] Chatbots explained
In order to fully embrace the technology and use chatbots to enhance your customer interactions, it pays to understand what a chatbot actually is and what you can expect from this type of technology.
In basic terms, a chatbot is a sophisticated software program that is created and shaped by interpreting natural language and the rules that go with that.
When it comes to understanding how these chatbots work and how they will interact with customers and colleagues it is relevant to appreciate that conversations can be rule-based and that means they also learn from the experience too.
2] Advanced conversational ability
A key attribute you need to look for in a chatbot is its ability to develop the maturity of its conversational abilities.
In much the same way that we all learn by taking in information and processing it in a way where we can grow our minds with the aid of that knowledge, the same principle applies with AI technology and chatbots.
If you have a chatbot that boasts advanced conversational capabilities that will prove a big asset.
3] A good level of integration
You will also want your chatbot to be able to integrate as seamlessly as possible with your existing systems and workflows.
There are bound to be some adjustments to be made but it, ideally, needs to align with your customer relationship management protocols.
4] A very human characteristic
If there is one aspect that tends to define a fundamental difference between humans and AI technology it is that very human characteristic of emotion.
Chatbots are now capable of understanding emotional responses and sentiment and that can make a huge difference to the customer experience when they are dealing with a chatbot.
5] Delivering a seamless experience
Chatbots are designed to enhance your workflow and help provide a good customer experience and when you have one that is omni-capable it allows the system to converse and communicate across a variety of digital channels.
There is also the possibility of being able to relay that information to a live customer agent for a seamless transaction.
Finally, one of your aims should be to invest in a chatbot that has the ability to perform complex reasoning tasks without any requirement for human intervention.
A customer service chatbot that can offer a solution based on a range of regular problem scenarios should make the customer relationship as effortless as possible.
If you can build these key traits into your chatbot it should prove to be time well spent.