We are now living in an intelligent customer support ecosystem where AI-enabled chatbots are interacting with us smartly. Increased customer engagement through text rather than voice, and self-service has become the new norm. First, let’s understand why the IVR and similar systems failed and the salient features and benefits of chatbots when it comes to refining customer experiences for the better.
Limitations of Conventional IVR
The first reason is that the IVR failed to provide a seamless customer experience. This experience involves the flow of context, intent, and integration across all relevant channels. Consider this, is there anything more annoying than being redirected from one division to another on a phone call only to hear the words “we were unable to access the required information, please restate your problem?” Well, you and I both know the answer already.
Secondly, the cost was a major concern. The cost of engaging call centres in customer support activities is very high. Frankly speaking, the cost per call for a chatbot is usually under one dollar whereas a CSR (customer support representative) will charge anywhere between $10 – $25 per call.
The third and last factor is time, which is indeed important for any business. Chat agents can typically handle 3-5 client interactions simultaneously during their working hours. But this is prone to unexpected time delays. Hiring a voice or chat agent on a 24/7 basis is not commercially practical.
Elevate Customer Experience without Human Intervention
Technologically, chatbots are digital personal assistants that can simulate human conversations via voice or text. They accomplish this feat through natural language interfaces, which enable the computer to understand the question and provide the best answer in real-time.
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