As soon as we step a foot in the store we are greeted with a “Hi, how can I help you.” With a gradual increase in online shopping over the last decade, we have been greeted immediately but by a chatbot. I think it is an excellent way of communication for both the customer and the company. It cuts down the time both parties spend while receiving and rendering that support service. A chatbot can allocate your concerns to the correct team member more efficiently than if you were to opt for a call and repeat your information multiple times.
A company will compete mostly on the consumer experience that their brand providers, rather than on price or goods (Ekholm, J.). Chatbots can collect data more structurally. AI allows companies to organize, identify and gather that data based on their specific business needs in real-time. They can also use the data to improve their customer experience in the coming future and increase customer retention rates. I am more likely to communicate or contact customer support using their chat option. It’s easy to see the history and saves a lot of time. You don’t have to wait and listen to the waiting tune or ‘your call is important to us.’ E.g., Apple and Nike offer chat supports that you can return to. You showcase your problem and allow notifications from the app; the support analysts reply to you, and you can view/reply and your convenience. The chat history is stored for easier communication so even if you get disconnected the next support representative knows the reason for contact.
What are your thoughts on chatbots popping up as soon as you open a website?
Do you prefer calling or chatting with the customer representatives?
Do you think is possible for all organizations to invest in this AI/Technology?
What kind of security threats are involved in this?
Ekholm, J. (2019). 5 Steps to Understand Customers More Efficiently Through AI. https://www.gartner.com/document/3899072?ref=solrAll&refval=299832706.