The hot thing in customer service? Businesses are utilizing talking computer programs to streamline customer questions and in return earn more money. In fact, digital commerce firms are expected to generate about $12 billion in revenues, according to the CEO of Haptik, from these technologies.
In this blog, we’ll talk about how these talking computer programs, known as conversational AI, are helping with selling from afar, going past the usual rules that chatbots follow.
The Rule-Based Chatbot Conundrum
Rule-based chatbots have been a reliable tool for improving customer satisfaction (CSAT) and achieving higher containment in the retail sector. These bots operate similarly to automated phone menus, prompting customers to make a series of choices to get the information they seek.
While effective for addressing frequently asked questions (FAQs) and basic customer issues, they come with limitations. The evolution of customer expectations, demands more dynamic and intuitive solutions. Rule-based chatbots, despite their usefulness, often fall short when it comes to understanding the nuances of human communication. Customers want more than a predefined set of responses; they seek personalized and contextually relevant interactions.
This is where conversational AI steps in to revolutionize the customer service landscape.
Conversational AI Customer Service Chatbots
Conversational AI, also known as contextual chatbots or virtual agents, harnesses the power of machine learning and natural language processing.Unlike their rule-based counterparts, these bots can comprehend user intent and formulate responses that adapt to the flow of the conversation.
This ability to continuously learn from customer interactions makes them invaluable assets for businesses looking to provide a superior customer experience.
Engaging Retail Customers with Intelligent Chatbots
CASE STUDY
A leading lifestyle retail company with a portfolio of global consumer brands spanning apparel
