I am a marketing intern at Valuefirst Digital Media. I write blogs on AI, Machine Learning, Chatbots, Automation etc for House of Bots. ...

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I am a marketing intern at Valuefirst Digital Media. I write blogs on AI, Machine Learning, Chatbots, Automation etc for House of Bots.

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Using Chatbots As A Customer Service Virtual Agent

By shiwaneeg |Email | Feb 22, 2018 | 13797 Views

Customer service chatbots are quickly increasing in popularity. The evolving technology makes it easier for businesses to engage their customers, cut down on their workload and proactively prevent minor customer service issues from becoming severe issues. 

It is important to know exactly what one wants from a virtual agent. One of the easiest ways to determine how much a business wants to turn over to a chat bot is to decide what it is hoping to accomplish. Narrowing down the tasks that a business wants to trust its virtual agent with helps to clarify the steps needed to take to get the desired results.

Using a chat bot can save a lot of hours used for a task but knowing which tasks to turn over can be challenging. When it comes to deciding what tasks can be turned over to a virtual assistant, it helps to take the same approach that a company would outsource with any other task.

Any primary tasks are probably handled better by a real person, while secondary tasks, like providing customer support for common issues, can likely be delegated to a chat bot. Repetitive tasks are ideal for virtual agents.

One of the biggest mistakes that businesses make is completely designing chat bot without a personality. Most customers recognize when they are not dealing with a real person, but even so, a chat bot that is personality-free does not provide a good customer service experience. Ans then brandâ??s image gets affected.

The goal for using a chat bot is to minimize the workload of the employees.  If the chat bot is too wordy, customer is more likely to disengage from the conversation and feel unsatisfied. On the other hand, responses that are too vague from chat bot makes customers feel that their inquiry will not answered properly. The best way to deal with this situation is to break up messages that are longer than a line or two.

There are majority of inquiries a chat bot handles can be resolved without a problem. But there are some instances in which the conversation will need to be handed over to a live customer service agent. If a customer asks to speak to an actual person, the conversation should immediately be handled by a human agent. 

A live customer service representative should handle conversations in which a customer is dissatisfied with a product or service that they have received. Then, the customers are unlikely to be satisfied by an interaction with a chat bot.

A business must use a virtual agent correctly. The goal here is to create a better experience for customers by providing them with an option to receive efficient and high-quality service. A business should know how and when chat bot is best used, how to effectively answer questions.

By investing in a virtual agent, one can maximize the productivity of business while providing a better customer experience.

Source: HOB