What can customer service chatbots do for your business? Quite a bit!

A customer service chatbot uses artificial intelligence (AI), machine learning, and natural language understanding (NLU) to mimic human speech. Businesses have been steadily adopting chatbots and incorporating them into their service models to answer customer questions and automate routine tasks. While chatbots have some limitations - they're not very smart yet - they can play a useful role when performing the right tasks to support customers.

Some businesses may have some reservations, and rightfully so, about the impact customer service chatbots might have on the customer experience. Our research shows that, with a 28% satisfaction score, chatbots haven't yet won the hearts of consumers. However, younger customers have a higher opinion of chatbots. In fact, Generation Z and Millennials think customer service chatbots make it faster and easier to get issues resolved.

If you're still on the fence about customer service chatbots, here are some of the many ways they can be deployed to improve the efficiency of customer service processes and enhance the customer experience.

Assist with the sales process

Customer service chatbots can also help with lead qualification by gathering relevant information from a customer. For example, if someone wants assistance purchasing corporate software, the chatbot could ask them about the number of anticipated users and the purchase timeline. This would allow a business to send the lead to the right sales team. Chatbots can also take a more proactive sales role by engaging shoppers online and making recommendations based on what they have viewed or what's in their cart.

Automate routine tasks

Customer service chatbots can help automate tasks that would otherwise be done by customer service agents. This frees up your skilled employees for more value-added activities. Some examples of these tasks include customer service inquiries, appointment setting and booking hotel reservations. In a chat session, the bot can find out a customer's preferred dates and times, check availability, suggest alternative dates, and confirm the final appointment or reservation details. Chatbots can also take food orders and call cabs for customers. Businesses have been very creative with making chatbots work for their business model.

Resolve issues and answer questions

Companies often use chatbots as the front end of online chat sessions. Customer service chatbots are good at tapping into knowledge bases in order to answer customers' basic questions. When they can answer a question, that’s one less contact for agents or customer service reps to handle. They can also gather information about the issue - customer name, order number, nature of the problem - and forward it to a live chat agent in cases where the issue is too complex for the bot to handle.

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Provide Multilingual Support

In today's globalized world, businesses often deal with customers from different parts of the world who speak different languages. Customer service chatbots can provide multilingual support, making it easier for customers to communicate in their preferred language. This enhances the customer experience and helps expand the business reach to non-English speaking regions.

Enhance Customer Interactions

AI customer service chatbot can remember customer queries and past interactions and use that information to provide a more personalized experience to the customers. For example, if a customer asks for a recommendation, the chatbot can use the conversation history to suggest products or services that are more aligned with the customer's preferences.

Provide 24/7 Support

One of the significant advantages of customer service chatbots is that they can provide support around the clock. Chatbots do not need breaks or have fixed working hours, unlike human support teams. This ensures that customers can get support whenever they need it, even outside of regular business hours.

Reduce Response Time

With the help of advanced analytics and large language models, chatbots can quickly process and respond to customer inquiries, significantly reducing the response time. This is particularly important in the digital age, where consumers expect quick responses to their queries.

Seamless Integration with Multiple Channels

Customers interact with businesses through various channels such as websites, messaging apps, and social media platforms. Customer service chatbots can be integrated seamlessly across multiple channels, providing a consistent support experience to the customers, regardless of the platform they are using.

While customer service chatbots have their limitations, they are incredibly useful in automating tasks, providing quick responses to customer service issues, and enhancing the customer experience. By deploying chatbots, businesses can free up their human agents to focus on more complex issues, ultimately leading to better customer relationships and achieving business goals. It is essential to remember that chatbots are not a replacement for human agents but a tool to augment the capabilities of the support team.

Step into the future of customer service with our advanced chatbot solutions.

Explore the capabilities of AI-driven support firsthand with our free demo. Witness how our chatbot enhances efficiency, improves response times, and delivers seamless customer experiences. Don’t miss out – watch our free demo and revolutionize your customer service strategy!"

Any digital channel

Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.

  • Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
  • Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
  • Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
CXone digital channel

Empowered agents

CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All are delivered in a single application – complete with full customer context, journey history, and sentiment.

  • Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
  • Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
  • Customer Card: full customer context, journey and conversation history, plus sentiment.

Holistic management

With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.