Want to Improve Customer Service? Add or Update Your Online Chatbot.
Want to get better marks for customer service? Improve your chatbot. One of the biggest trends right now in AI development is making chatbots more “real.” This really isn’t just a nice-to-have. It is a must-have if you want to maintain a competitive edge in today’s marketplace. This is done through a technology called “conversational AI.”
AI Chatbots Are Better
As you probably know, a chatbot is an artificial intelligence software that can answer customer service questions. This is done typically through your website. You can also use this same AI technology with telephone systems.
The first chatbots were pretty rudimentary. They might be able to answer simple questions with certain factual answers. But, these artificial customer service agents did not have much personality or nuance.
Users can find these types of chatbots frustrating or annoying. They can tell they are not talking to a real person. They also may not get their real question answered.
This is why some personality has been added to chatbots and AI. It’s why we have names for our artificial helpers, like “Siri,” “Cortana,” and “Alexa.” It makes them seem more real, more friendly.
Machine learning is a way for artificial intelligences to “learn” like humans do. This allows it to evolve and become better at what it does. Thus, machine learning developers have been looking for ways to improve chatbots. Specifically, with conversational AI to make them more user friendly and “real.”
Natural Language Processing
Natural Language Processing (or NLP for short) is an advanced AI technology. It teaches computers how to process and respond to human language in a more natural and intelligent manner.
NLP is now being used to make chatbots more human with conservational AI.
A “transactional bot” can help you with simple things such as “what is my bank account balance”. But without NLP, it could get hung up on more complex questions.
AI developers are using NLP to help customer service chatbots respond to complex questions. For instance, “How can I change my flight due to a family medical emergency”. Similarly, “I forgot my password and I cannot access the email address this account was tied to.”
Conversational chatbots could also help customers by proactively contacting them to get more information. A good example is when more information is needed to properly file a medical health insurance claim.
Customers are becoming more impatient at long telephone hold times. But, chatbots with conversational AI abilities can both make customers happier while saving costs for companies.
Need a Chatbot? Give us a call today!