“How can I help you?” No doubt you’ve seen those tiny automatic popups when browsing the internet. No doubt you’ve also realized the presence of a chatbot does not always mean you’re in for a smooth customer service ride. Just because a website has a digital assistant doesn’t mean it is using chatbot intelligence.
Most organizations are now integrating digital assistants on their websites to engage with their clients autonomously. But often these bots are rudimentary with very little sophistication and dynamic intelligence. They may be crafted to replace the human, but they often simply reroute you to a live person. You might get a bit of generic help along the way. You’ll still be required to wait in a queue or until business hours to get any real service. This scenario is extremely frustrating if you need help way into the night.
These poor experiences are not isolated. In fact, many consumers now believe that the whole chatbot idea is a white elephant. Companies are also led to believe that there are no competent digital assistant options in the market.
Read on to find out why these assumptions are wrong and how to identify a digital assistant based on its raw and emotional intelligence.
Intelligent Digital Assistants: A Customer Service Game Changer
A study by Facebook showed that 56 percent of website users prefer to message rather than call customer service. Intelligent chatbots are, then, the ultimate panacea. An effective digital assistant interweaves with live data feeds and is competent enough to interpret client questions.
Compared to ordinary chatbots, which are usually just a platform on which businesses are responsible for launching and maintaining their own experiences, these advanced digital assistants do not just respond with generic keywords. They can also exhibit empathy, thus generating some feeling of human connection. (We all need a little warmth when looking into a cold screen trying to solve some annoying bug after hours of deep work.)
Chatbot intelligence allows digital assistants to get more competent. This happens as they continually acquire new data points and answer more questions.
In addition to serving customers better, organizations save resources, too. For example, companies don’t have to dedicate human resources to continually tinker with and improve the chatbot. An intelligent chatbot independently learns to develop its conversation flow.
In today’s age of instant gratification, the customer service world has to keep up as clients want answers, and they want them now. Consumers don’t want to send cold emails or have a long-winded conversation on the phone. They want a quick text response with solutions on-the-go. Chatbot intelligence makes that possible.
Why Chatbot Intelligence Should Be Important to You?
Protect Your Reputation
You do not want your customers retreating because of a ‘dumb’, seemingly basic, and limited chatbot. Starting with a DIY chatbot, although not wholly doomed, carries a significant risk of redundancy. You are better off choosing an intelligent assistant that has been founded on and continually optimized with conversational AI.
Your digital assistant should speak for your brand. You want it to speak suave, dynamic, responsive, and charming, not robot-like and cold.
Scientific research has shown that a below-average chatbot user experience has often been reported whenever chatbots give off-the-chart answers, churn out repetitive prompts, and offer no help. The frustration from this may be the reason your customer numbers are dwindling.
Leave No Stone Unturned
Human customer service staff may be present during the day, allowing you may get away with an ordinary chatbot. However, most people now tend to do their web surfing as they wind down from a busy day or week. This can be seen from a survey done by Wordstream, which showed a 15 percent spike in late-night web searches over the past year. At this time, most of your staff are off-duty.
If you have a smart AI-powered chatbot, however, you can circumvent this hitch and multiply the number of visits to your website. You will prevent the losses you get from spending heavily on driving people to your site and ending up not engaging with them. Ultimately, you will maximize profits.
Chatbot Intelligence is Possible Through Natural Language Processing
Natural Language Processing (NLP) is the backbone of intelligent chatbot development. NLP absorbs user input and breaks down language terms and speech patterns to understand the interaction. It allows computer systems to be dynamic in conversing with humans as it effectively identifies the user’s intention, sentiment, and overall needs.
Intelligent chatbots can then converse more fluidly with humans, while not making them feel at a loss of human connection. Intelligent virtual assistants can observe and replicate speech patterns and subtle language nuances to generate highly naturalized interactions.
Choosing the Best Smart Digital Assistant for Your Needs
Consider several factors before choosing an intelligent digital assistant for your business, including:
- The amount of data you’ll need the chatbot to process.
- The range of query variations the bot will receive.
- The capability of your development team.
- The complexity and number of variables involved in solving queries.
Depending on your business needs, you can weigh your options. Ordinary chatbots can quickly deal with straightforward queries. But if you deal with extensive amounts of data, diverse queries, and variables, you are better off going with an intelligent chatbot that autonomously learns through NLP and machine learning.
Factors to Consider When Choosing an AI Chatbot
Consider these factors when selecting or creating your AI chatbot–
Organizational Requirements
Before embarking on an AI-powered chatbot, think about your business requirements. Suppose you have a complex organization with multiple operations. In that case, you need more advanced AI systems that can sift through large information databases, conduct sentiment analysis, and generate personalized responses at a higher cognitive level.
CRM integration
Regardless of how advanced your smart virtual assistant is, it has to integrate well with your Customer Relationship Management (CRM) software to make your team’s experience more efficient and fluid. At some point, your AI chatbot will need to sync with your email and CRM software, such as Hubspot, Pipedrive, Zendesk, or Salesforce to enrich the customer experience.
Effectively integrating your bot with your CRM will ensure that your chatbot works fluidly with your existing CRM tools without much human engagement. In this way, you can optimize your enterprise’s performance.
Optimize Your Chatbot’s Intelligence
To get the most out of your chatbot’s intelligence, choose one that has already been significantly developed. In this way, you can avoid the long process of individually training your new digital assistant. You will only be left with scaling the AI to fit your business. Optimize this experience with the help of managed IT professionals, such as AtlasRTX.
If your business is dynamic and needs workplace optimization, intelligent chatbot technology is ideal for your workflow. This may mean taking some time to acculturate your new AI chatbot. However, the long-run gains are impressive. For further information, reach out to us. AtlasRTX is a pioneering technology solutions company interested in educating and empowering small and middle-sized businesses. We help implement business solutions in the areas of artificial intelligence, machine learning, and natural language processing.
