Deploying Conversational AI and Chatbots 24/7

Do you currently have 24/7 customer support with your “human” employees? Probably not, or if you do it is probably outsourced and very expensive to keep going. This is no longer an issue when deploying conversational AI and chatbots to answer all of your customers’ questions and/or concerns. In our technological world, customers expect businesses to answer their questions and resolve their issues around the clock, and this is where AI gives you a competitive advantage.

AI-powered chatbots have revolutionized customer service by offering immediate, 24/7 customer support in a human-like, conversational tone. We have heard from clients who have used this feature that their customers cannot believe they aren’t speaking with a real person! And, these AI chatbots can manage several customer questions at once quickly and efficiently. Conversational AI will even engage with your customers within your product and checkout pages to improve customer engagement and build stronger customer relationships.

Some specific ways using conversational AI and chatbots can reshape your client engagement and operational efficiency include:

• Consistent quality service – Humans have varying emotions that may influence their responses to customers (yes, we all have bad days and customers can hear it in our voices!), while AI chatbots always provide consistent quality service.
• Improved response time – Let’s face it, customer service centers that use humans find it difficult, if not impossible, to operate 24/7 and respond quickly to questions. Chatbots, on the other hand, will provide immediate responses day or night to improve your customer satisfaction and also build your customer’s trust over time.
• Human resource allocation – Now that you are using AI to handle your customers’ inquiries, you can redirect your human agents to more complex, higher-value tasks. This leads to happier, more fulfilled employees and customers, and the numbers don’t lie: 90% of customer inquiries can be resolved in fewer than 11 messages, 82% of customers said they would talk to a chatbot if there was any waiting involved in speaking to a human representative, and 60% of business owners said AI chatbots help improve their customer experience.

Not only that, but the chatbot market is expected to reach $15.5 billion by 2028 (up from $4.7 billion in 2020). If you’re not using conversational AI and chatbots, these numbers prove you are already behind the times!

Predictive Analytics and Proactive Support

AI doesn’t just analyze your customers’ behaviors, but can also detect patterns to anticipate and even predict what they may do next. What types of discounts grab their attention most? What do they like to buy together during one purchase? AI can find out what items to suggest to your customers and what timely discounts will keep them interested and coming back for more. So, AI doesn’t just analyze your customers’ movements through hyper-personalization, but will also send them follow-up emails with a special discount on these products. In fact, sometimes AI will know what your customers need before they even know it themselves!

When customers receive personalized recommendations and offers that fit their interests, they are more likely to make another purchase in the future. This kind of predictive analytics builds your customers’ loyalty over time and also drives up your sales. Not only that, but predictive analytics can also detect when a customer may STOP shopping with you. Yes, they AI can predict whether someone may go somewhere else and then will reach out to them proactively with special offers and reminders of how great your products are for them.

AI does all of this by analyzing massive amounts of data to spot patterns that human eyes would otherwise miss. For example, what if you had a customer who is constantly returning products because they keep purchasing the wrong size? AI can guide them to their correct fit so that they can eliminate the need to return products and re-order new ones. This proactive support is essential for customer engagement now and in the future.