It’s been a long time since chatbots were the hot new thing. In fact the first chatbot, ELIZA, was created in 1966. And yet interest is still growing. Studies by Spiceworks predicted that by the end of 2021, the adoption of AI-based technologies would be up to three times higher. Let’s look together at the top 5 reasons why companies choose to acquire a virtual assistant.
The ideal time to deploy a chatbot is now. The trend is undeniable – chat has become the dominant form of communication for millennials, and older generations have quickly become accustomed to it too. Therefore, customers expect companies to communicate with them via chat. And of course they want answersimmediately and at any time of day.
Yet 30 to 70% of users’ questions are constantly repeated. It’s all very much about routine activities that can be automated using artificial intelligence.
What are chatbots, and how do they work?
A chatbot, as the name suggests, is a chatting “robot” that communicates using pre-prepared scripts. It is able to understand user queries thanks to the development of AI-based natural language processing systems and respond accordingly.
So a chatbot is well suited to answering frequently asked questions. If it’s connected to another system, it can respond not only generally, but also specifically – for example, it can give information on the status of a specific order or change a delivery method. All without human intervention, 24 hours a day, for thousands of users at a time.
The top 5 reasons why companies acquire chatbots:
1. Time and cost savings
Time is the alpha and omega of every business. And if there’s an opportunity to save it, why not take it. Operators typically spend over half of their working hours responding to routine customer requests. A chatbot can handle such requests instantly and effortlessly. Customers with a simple query don’t have to wait, because the chatbot answers them. This frees up the operator to handle customers with complex queries more quickly.
The end result is satisfied customers and operators. And that’s among the goals of every business owner, don’t you think?
2. Process automation
Smart solutions enable fewer people to get more done. And this applies not just for customer support, but for anywhere you need to handle repetitive requests from other people – including your own employees. In larger companies, this often concerns IT or HR support.
Ask yourself: Does every query about a password change or meal voucher really have to be handled by a human?
3. Helpful approach
Every company wants to accommodate its customers and employees and give them the best. To be able to help them 24/7 and be interested in their needs. And a chatbot can even collect feedback!