Since the beginning of 2023 everyone started familiarizing with Artifical Intelligence.
Especially with products like OpenAI ChatGPT, that allows humans to interact with AI in an unprecedented way, using natural language.
With this capability, the fusion of AI and other advanced text categorization methods is reshaping the landscape of customer service for digital products and beyond.
Customer experience evolution
Traditional customer service often faces certain limitations that can hinder its effectiveness. These limitations may include:
- Limited availability Traditional customer service is typically only available during specific hours of operation, which may not align with the needs and preferences of customers who require assistance outside of those hours, and across different timezones.
- Long wait times Due to high call volumes or limited staff, traditional customer service can often result in long wait times for customers seeking assistance. This can lead to frustration and dissatisfaction.
- Lack of personalization Traditional customer service channels, such as phone calls or in-person interactions, may not always allow for personalized experiences. Customers may feel like they are just another number in the system, rather than receiving individualized attention.
- Language barriers Traditional customer service may face challenges in providing support to customers who speak different languages. This can create communication barriers and make it difficult for customers to effectively convey their issues or receive the assistance they need.
- Limited resources Traditional customer service departments may have limited resources and tools at their disposal to effectively resolve customer issues. This can result in longer resolution times or incomplete solutions.
Traditionally companies have tried to automatize customer support with traditional chatbots.
Traditional customer support chatbots are software applications that are designed to interact with customers and provide support services.
They are programmed to respond to customer queries using pre-defined responses and can often handle multiple customer interactions simultaneously, making them a valuable tool for businesses to improve customer service efficiency and satisfaction.
That being said, predefined options and navigation trees often do not provide a good user experience. The options provided do not match the user's needs, causing frustration and wasting time, only to eventually require assistance from a human support agent.
What is an AI customer service chatbot
A customer service chatbot is a bot that uses AI and machine learning to answer basic customer questions via a live chat. For example, questions such as; “how do I add more users?” or “what is your pricing?”.
AI Chatbots use your existing resources, such as FAQs or knowledge base articles, to help answer and resolve your customers’ questions.
For instance, Userdesk supports different kind of documents and knowledge bases to train your AI Chatbot, like:
- Notion pages and databases
- website URLs and sitemaps
- PDF files
- Google Docs and Sheets
AI chatbots can recognize and answer multiple forms of the same question and can be trained to give instant responses using your preferred voice and tone.
You should think about adding an AI chatbot feature to your website if:
- You have a global, growing base of customers, who require multi-lingual support.
- Support is needed across multiple channels (e.g. website, in-app, social media, etc.).
- You’re unable to have your support team present 24/7.
- You need to reduce your customer service costs and find more efficient ways to scale your customer support.
- You need to collect and analyze user requests to improve your customer service.
Support chatbots assist, but do not replace, customer service agents.
AI Chatbots help your customer service team do their jobs better. They save your team time by resolving simple questions, for use cases and tips that the content team or you have already covered in the knowledge base — so you can tackle more complex questions.
But AI Chatbots are not 100% replacement for real human agents;
- AI Chatbots remove repetition from the workflow.
- Complex customers situations should be handled by human agents, nothing beats a genuine “I’m sorry” when the situation gets emotional.
Six benefits of customer service AI Chatbots
AI chatbots have several major advantages. Here are the four benefits that you will likely notice immediately.
- Chatbots offers instant resolutions
- Your business can offer 24/7 customer support
- AI Chatbots continuously learn
- Your team has more context on each customer
AI Chatbots offer instant resolutions
When a customer asks a question, Userdesk’s chatbots automatically resolve questions using your source documents.
Your business can offer 24/7 customer support
If you can’t cover all the timezones, or your team is simply busy, The AI Chatbot will always reply to the user questions, even when your team is not available because in a different timezone compared to the user, or if it is simply busy working on other tasks.
AI Chatbots continuously learn
Userdesk provides an auto-sync feature to keep your AI Chatbot training data always up to date.
This means that if your team updates an online document, like Notion pages and databases, websites, or Google Drive documents, the Chatbot will reply to your users with the new information, automatically.
Your team has more context on each customer
When users have questions, and they notice there is an AI Chatbot available, instead of being invisible leads, they will ask questions.
Upon the initial interaction with a customer, their information becomes stored within your system. This serves as an excellent foundation, allowing your agents to leverage the conversation history should the customer reach out again, ensuring a more comprehensive understanding of their requirements and verifying the adequacy of their initial query response.
Improve your customer experience with customer service AI Chatbots
Artificial Intelligence is changing how we live and work. It's also shifting how we can help our customers, whether they have easy questions or are deciding on a purchase. Using a customer support AI Chatbot can help you save time, make your customers happier, and strengthen your support services on your website.
Check out Userdesk and how it can help your business.
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Luca Restagno
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