Blog Feed Post

How Chatbots Reduce Customer Service Costs and Help to Streamline Business Processes

Though self-aware robots taking over the world has been a running theme in many a Hollywood movie, the AI-related technologies have been nothing but beneficial for us so far. Chatbots, in particular, have become a necessity for business strategies; they are now an integral part of consumer engagement, customer service, sales and lead generation for many companies around the globe.

Today, we’ll discuss what lies behind the technology’s sudden popularity. We’ll talk about why companies, of different size and business origins, adopt and eagerly seek new ways of using this conversational software.

So, What Good Can Chatbots Do for You?

What Good Can Chatbots Do for You

# Accept orders

In addition to providing basic info about a vendor, chatbots enable clients to post orders within a messaging app, without their having to enter a store’s website. These virtual assistants, therefore, can turn Messenger, Skype, or another popular messaging app, into an additional, robust revenue generation channel.

# Give advice to your online buyers

Using chatbots is especially relevant in the context of e-commerce. They can get clients acquainted with your store’s policies, notify them when a certain item is out-of-stock, describe the way your delivery works, etc. As of today, that is how most online stores prefer to use the chatbot technology.

But there’s room for experimentation, too, and H&M, one of the world’s most prominent clothing retailers, has demonstrated that unorthodox application of conversational technology can be highly effective. The company’s bot, that lives inside the Kik messaging app, has been programmed to function as a style guide (on top of being a responsive FAQ-section) that also offers products to shoppers based on their tastes, which it knows how to ascertain. H&M has thus manufactured a virtual quasi-salesperson that’s highly efficient, doesn’t sleep, stall, or ever get tired.

Next, the experts say, e-commerce chatbots will become equipped with advanced data mining functionality. They’ll be able to gather clients’ SM data, dig through old info about them, and, based on that research, come up with tempting, personalized offers for each prospect.

# Upgrade airline support services

Airline support agents are often bombarded with low-priority tasks which an inexpensive, inelaborate chatbot could resolve within seconds.

From fulfilling informational queries to helping clients clinch the best deal to guiding them through the booking process, bots can take on, and, thus, streamline most routine tasks the agents are assigned to do.

The technology can be taught to interact fluently in different languages. It can facilitate check-ins, provide access to travelers’ flight information and, overall, render instant, 24/7 support services across various channels.

Chatbots can free up human agents to focus exclusively on the intense tasks (thus saving companies’ money) and execute efficiently all the easier ones. They can help deliver a new, high-quality support experience to clients: one that resonates long after a flight is over and, ultimately, converts clients into brand advocates.

# Help out with medical issues

In the health industry, too, there are thousands of basic questions that do not really require the full attention of a doctor, yet still have to be answered to give patients a peace of mind.

Chatbots can be programmed to recognize common symptoms and disperse simple medical advice.
Click To Tweet

Chatbots can be programmed to recognize common symptoms and disperse simple medical advice. They can also provide access to one’s cumulative medical data, let patients refill prescriptions, pay bills and get ahold of exactly the right physician to treat the symptoms they’re experiencing.

But it’s not just the personalized patient care that the technology can enhance; the bots can come in handy for doctors as well. For instance, they can remind a physician of properties of a certain drug, of its side effects, correct use during pregnancy, and of all the possible alternatives they could prescribe.

How do Chatbots Save you Money?

What Good Can Chatbots Do for You

Customer service costs a lot.

Most small businesses and enterprises that, at times, receive thousands of informational requests a day still chose to address them via a phone line. Hence, they pay a fee for a toll-free number, which is no inconsiderable one, and still leave many clients infuriated. Hold time, wait time, disconnects – these, along with other phone support attributes, are notoriously maddening. Chatbots, however, can reduce the need or replace completely the outdated voice support with real-time communication.

Related: Perfectial helped Clickatell build Touch – a chatbot that allowed the firm to achieve a 60% reduction in support expenses. Find the case study here.

Besides, an operator on the line, no matter how competent, is never as efficient at finding necessary materials – pulling appropriate articles for clients from a company’s knowledge base – as a script could be. Thanks to the latest advancements in AI, chatbots can recognize immediately client’s’ intent (when an issue they’re are getting at is simple) and either refer them to an appropriate section of your company’s website, so they read the needed info, or guide consumers through a problem by giving instructions in a chat window, in a form of informal talk.

According to the report by the UK-based Juniper Research, chatbots are estimated to help companies save $20m, in total, by the end of 2017. And in 2020, this number is expected to exceed $8 billion.

Chatbots Infographic
Source: Juniper Research

The paper claims also that companies in the healthcare industry will benefit especially from adopting chatbots, as well as financial institutions. By 2020, it predicts, the success rate of humanless interactions will amount to 75% in the medical sector, while in banking – it may rise to the astonishing 90%.

It is obvious at this point that any company that strives to remain competitive should already be investing in AI-powered conversational technologies to enhance its call center and support department.

Customers now, in the digital age, have no tolerance toward delayed responses; they’ve come to expect instant service that’s accessible across any device or platform, anytime.

Chatbots are the means by which firms can fulfill clients’ high expectations.

Summing up

Cheap to make, chatbots would become a valuable addition to any firm’s customer service toolset
Click To Tweet

Cheap to make, chatbots would become a valuable addition to any firm’s customer service toolset; one that can boost business outcomes by streamlining support and sales procedures, and one to widen a company’s reach by engaging millions of people that use messaging apps.

Already bots are redefining the consumer industry as we know it and in the future, it looks like, they might just become indispensable. For clients’ and for businesses alike.

Would you like to hear more about the benefits chatbots can bring to your business? Or maybe you’re puzzled about how to implement them?

Contact our expert to get your questions answered.

The post How Chatbots Reduce Customer Service Costs and Help to Streamline Business Processes appeared first on Perfectial.

Read the original blog entry...

More Stories By Rostyslav Demush

Ross Demush is a digital marketing specialist at custom software development company Perfectial, a leading provider of web & mobile development services, specializing in FinTech, Real Estate, Media & Entertainment & eLearning.

Latest Stories
DX World EXPO, LLC, a Lighthouse Point, Florida-based startup trade show producer and the creator of "DXWorldEXPO® - Digital Transformation Conference & Expo" has announced its executive management team. The team is headed by Levent Selamoglu, who has been named CEO. "Now is the time for a truly global DX event, to bring together the leading minds from the technology world in a conversation about Digital Transformation," he said in making the announcement.
"Space Monkey by Vivent Smart Home is a product that is a distributed cloud-based edge storage network. Vivent Smart Home, our parent company, is a smart home provider that places a lot of hard drives across homes in North America," explained JT Olds, Director of Engineering, and Brandon Crowfeather, Product Manager, at Vivint Smart Home, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
SYS-CON Events announced today that Conference Guru has been named “Media Sponsor” of the 22nd International Cloud Expo, which will take place on June 5-7, 2018, at the Javits Center in New York, NY. A valuable conference experience generates new contacts, sales leads, potential strategic partners and potential investors; helps gather competitive intelligence and even provides inspiration for new products and services. Conference Guru works with conference organizers to pass great deals to gre...
DevOps is under attack because developers don’t want to mess with infrastructure. They will happily own their code into production, but want to use platforms instead of raw automation. That’s changing the landscape that we understand as DevOps with both architecture concepts (CloudNative) and process redefinition (SRE). Rob Hirschfeld’s recent work in Kubernetes operations has led to the conclusion that containers and related platforms have changed the way we should be thinking about DevOps and...
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and shared the must-have mindsets for removing complexity from the develop...
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering m...
The next XaaS is CICDaaS. Why? Because CICD saves developers a huge amount of time. CD is an especially great option for projects that require multiple and frequent contributions to be integrated. But… securing CICD best practices is an emerging, essential, yet little understood practice for DevOps teams and their Cloud Service Providers. The only way to get CICD to work in a highly secure environment takes collaboration, patience and persistence. Building CICD in the cloud requires rigorous ar...
Companies are harnessing data in ways we once associated with science fiction. Analysts have access to a plethora of visualization and reporting tools, but considering the vast amount of data businesses collect and limitations of CPUs, end users are forced to design their structures and systems with limitations. Until now. As the cloud toolkit to analyze data has evolved, GPUs have stepped in to massively parallel SQL, visualization and machine learning.
"Evatronix provides design services to companies that need to integrate the IoT technology in their products but they don't necessarily have the expertise, knowledge and design team to do so," explained Adam Morawiec, VP of Business Development at Evatronix, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. In his session at @BigDataExpo, Jack Norris, Senior Vice President, Data and Applications at MapR Technologies, reviewed best practices to ...
Widespread fragmentation is stalling the growth of the IIoT and making it difficult for partners to work together. The number of software platforms, apps, hardware and connectivity standards is creating paralysis among businesses that are afraid of being locked into a solution. EdgeX Foundry is unifying the community around a common IoT edge framework and an ecosystem of interoperable components.
"ZeroStack is a startup in Silicon Valley. We're solving a very interesting problem around bringing public cloud convenience with private cloud control for enterprises and mid-size companies," explained Kamesh Pemmaraju, VP of Product Management at ZeroStack, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Large industrial manufacturing organizations are adopting the agile principles of cloud software companies. The industrial manufacturing development process has not scaled over time. Now that design CAD teams are geographically distributed, centralizing their work is key. With large multi-gigabyte projects, outdated tools have stifled industrial team agility, time-to-market milestones, and impacted P&L stakeholders.
"Akvelon is a software development company and we also provide consultancy services to folks who are looking to scale or accelerate their engineering roadmaps," explained Jeremiah Mothersell, Marketing Manager at Akvelon, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Enterprises are adopting Kubernetes to accelerate the development and the delivery of cloud-native applications. However, sharing a Kubernetes cluster between members of the same team can be challenging. And, sharing clusters across multiple teams is even harder. Kubernetes offers several constructs to help implement segmentation and isolation. However, these primitives can be complex to understand and apply. As a result, it’s becoming common for enterprises to end up with several clusters. Thi...