Chatbots use Natural Language Processing to have meaningful and natural-sounding conversations with customers.
Quick response times, ease-of-use and effective query resolution provide customers with a smooth experience.
Live agents only need step in for the more complex situations resulting in reduced resource costs and happier agents.
A customer engagement chatbot uses conversational AI to interact with customers in a way that sounds as if they are talking to a human agent.
Typically, these chatbots are used in digital messaging channels, like WhatsApp, SMS and Viber, or in WebChat widgets on websites. Nowadays, customers expect to be able to contact businesses through these platforms as they are convenient and non-intrusive.
The more sophisticated conversational AI technology becomes, the more useful AI chatbots are for interacting with customers. Here are some of the areas where they are successfully used:
Since AI chatbots are conversational, they are good at answering customer queries and facilitating transactions.
In the end, the goal of a customer engagement chatbot is to improve the customer experience by being accessible and personalised, and quick to respond. By automating customer interactions, businesses can also reduce costs and improve agent efficiency.
With intent recognition, sentiment analysis and propensity guidance, chatbots can respond in the best way to ensure a positive outcome, be that answering an FAQ, helping with a payment or handing the customer over to a live agent.
To sum up, customer engagement chatbots provide:
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