Artificial Intelligence has optimized IT’s potential to help desks by automating repetitive tasks and reducing the redundancy in the system. Automation and ML capabilities in help desk services and IT support ticketing help organizations deliver an excellent customer experience. AI helps in uptime monitoring and customer service management to ensure security, connectivity, and faster issue resolution.
Besides incorporating automation and data analytics tools, companies can also integrate AI-powered chatbots into the system to enhance the customer support service. While choosing the best IT helpdesk bot, companies should invest in an improved chatbot with specific natural language processing (NLP) capabilities. Such chatbots can proactively gather customer information, and clarify their questions, even if the conversation isn’t linear.
The adoption rate of chatbots in companies is increasing rapidly. The global chatbot market is expected to reach USD 1.3 billion by 2025, growing at a CAGR of 24%. If you want to integrate chatbots into your business, you can refer to chatbots’ following advantages to make an informed choice.
· 24/7 Customer Service
Artificial Intelligence-powered chatbots are available 24/7, and they can reply instantly to the customers. Chatbots with machine learning and NLP capabilities can consistently learn from the data of the customers. Chatbots can provide helpful answers to the customers at any hour. This increases the probability of converting first-time visitors into active customers. Hence, chatbots can improve the customer retention capacity of your company. Furthermore, Chatbots such as the one offered by Crisp permit deep customisation, and can integrate 3rd party NLP tools to offer a seamless conversational experience.
· Resolution Speed
As compared to the traditional channels that can take a longer duration to deliver a resolution at times, the 24/7 availability of the chatbots can significantly bring down the time taken to resolve the issue. Chatbots also add a level of comfort and familiarity in their usage. Increased resolution speed improves the chances of retaining the customer and stops them from abandoning a service. A chatbot can quickly analyze the database and provide answers to issues immediately, at any time. Chatbots helps to bring down the human agents’ workload by providing immediate solutions to customers’ problems.
· Instant Response
No matter how mundane the message is, chatbots can instantly reply to the customers. With the help of ML tools like data analytics, deep vision, and NLP, chatbots can scan the customer’s database, the browsers, or sites they visit, which improves the relevancy of the solution to the customer’s query. If the chatbot cannot resolve the issue, they can direct the customer to the human agent immediately.
· Reduced Operational Cost And Improved Morale
In the long run, chatbots are cost-effective tools. With the implementation of chatbots, it can reduce the staffing needs of the company. This will help to reduce operational costs. Keeping a full-time support team can be quite costly. If the chatbot is deployed for the after-hours support, it can help to save costs extensively. Chatbots are integrated with automation tools that can handle tedious and repetitive tasks. Automation improves the agent’s productivity as they are not required to answer common and repetitive questions. This has the added benefit of positively impacting the morale of the employees.
· Language Support
Natural Language Processing (NLP) helps the chatbots to communicate with humans in their language. It can read the text, hear speech, interpret it, measure sentiment and determine which segment is essential. As the chatbot is capable of understanding different intents, it makes it versatile and functional. Furthermore, it reduces the need for the organization to employ multiple language speakers as staff.
· Consistency And Accuracy
Customer support service is a specific task. Some of the task processes are repetitive, and hence the human agents need to perform the same task repeatedly. Sometimes, the agents are not able to work to their full capacity. Because of the round the clock availability, and automation capacity, chatbots can repetitively perform the same task with accuracy.
· Data Gathering Opportunities
It is difficult for the help desk agents to analyze the details of the customers comprehensively. A thorough analysis of data is required to meet customer expectations. The powerful chatbots with data analytics tools can be trained to gather and analyze data’s multitudes in shorter intervals.
· Reduced IVR Frustrations
Interactive Voice Response (IVR) is an automated phone system technology. The IVR system often frustrates the customers because they have to listen to the entire menu without getting a personalized response. IVR systems are also too structured, and it leaves no room for taking in special requests. Chatbots can effectively replace the IVR system. Chatbots can route the customers to the appropriate service agent by providing personalized content to the customers. A chatbot also brings down the time and cost associated with transferring a customer across multiple departments.
· Less Customer Stress
While carrying out the interaction with the customer service agents, customers may face anxiety while explaining their issue. Using a chatbot helps to bring down this fear by providing an immediate response in a friendly demeanour. The reduced resolution speed brings down the negative emotional response of the customer.
· Better Self Service
With the help of chatbots, customers can find a solution to their problems independently. The solutions offered by the chatbots can guide the customers to solve their issues according to the information.
Chatbots can improve the customer support strategy of your company. Chatbots can reduce response time and automate repetitive tasks. This cuts down the operational costs and improves the level of customer satisfaction.