This year especially, we have seen a rise in AI based products like chat bots. More than ever, this computer program has helped a variety of businesses with their client queries. But, like all technology, with a load of pros, come some cons.
Chat bots can provide customers with instant responses to a range of questions. This can improve the rate of customer satisfaction for businesses which will, in turn, help the overall performance of websites online.
It is said that at least 80% of customer questions are successfully answered by chat bots. Despite this however, chat bots are still limited to answering only what they have been programmed to know. Because of this, chat bots may struggle to respond to more in-depth questions. That is where live chat has an advantage. As real people have access to a lot more information, live chat may be more reliable for customers that are expecting answers from more difficult questions.
From a business’ perspective, chat bots can help to save time and money as no human supervision is required when it comes to engaging with customers. This means that businesses will have more time to prioritise other elements of user experience, giving them better opportunities to improve their online performance and ranking.
Chat bots can gain access to client profiles. Because of this, chat bots have the ability to not only answer questions, but can create a more personal experience for the customer. This is a huge benefit when it comes to creating a better user experience however, chat bots are still unable to gage emotions like real people. This can pose as a limitation as businesses using live chat can respond more appropriately towards a customers’ specific behavioural responses.
Unlike live chat options, chat bots are 24/7. This means that they have the ability to answer questions even out of opening hours! As well as this, the response time from a chat bot is almost always immediate. This is extremely important when it comes to meeting the needs of customers as well as creating better client satisfaction.
Chat bots are the future when it comes to reaching client satisfaction and a great user experience. With a few updates, we will be sure to see a growth in this computer program as it becomes a dominant feature on all business websites!