What Problem Does Chatbot Solve?
Chatbot is a self-service response system, which, in some cases, becomes the first-line support for customers through digital channels. The solution is designed to quickly and automatically address incoming buyer inquiries by engaging in human-like digital conversations without needing support agents’ intervention. It mainly refers to simple or common requests with predictable and programmable answers, often comprising a significant portion of total inbound queries. While their manual handling is relatively straightforward, it usually requires considerable time and resources. Employing chatbots helps to solve the problem by streamlining operations, increasing efficiency and fostering customer satisfaction.
In addition, the new generation of AI-driven chatbots emerges with increasingly advanced functionalities. They will be able to deliver more context-specific experiences and elevate response personalisation and accuracy, making this CX channel even more efficient.
In which cases are chatbots used?
Chatbots are widely utilised across various industries, and their involvement is constantly growing with technological enhancements. They are prevalent in sectors where companies manage many inquiries, must deliver real-time assistance, address many uncomplicated issues, and face constraints in expanding their human talent pool. These include e-commerce, travel and hospitality, healthcare, education, finance and banking, insurance or telecom, where chatbots can be used, for instance, to:
- Provide assistance in making purchases or the booking process.