{"id":48701,"date":"2024-03-07T12:20:44","date_gmt":"2024-03-07T11:20:44","guid":{"rendered":"https:\/\/enreach.es\/?p=48701"},"modified":"2024-03-07T12:31:54","modified_gmt":"2024-03-07T11:31:54","slug":"use-cases-where-chatbots-add-value","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/use-cases-where-chatbots-add-value\/","title":{"rendered":"4 use cases where chatbots add value"},"content":{"rendered":"
Level:<\/strong> Intermediate<\/h5>\n

According to a PwC survey, 27% of customers are unsure whether they interacted with a chatbot or a human<\/strong>in their last customer service conversation.<\/p>\n

\n

“27% of customers are unsure whether they interacted with a chatbot or a human.” – PwC<\/em><\/p>\n<\/blockquote>\n

If anything, this data highlights that when customers engage with a business through channels that don’t have an image or voice<\/strong>, and an AI chatbot is used to assist them<\/a>, they can’t tell the difference.<\/p>\n

But beware!<\/strong> That doesn’t mean they can handle all queries equally well: AI has its limitations<\/strong> and, for example, lacks empathy<\/strong> and, worse, can be fooled<\/strong>.<\/p>\n

That’s why it’s crucial to analyse when to offer self-service and when it’s better for the bot to pass the query on to an agent<\/strong>. Let’s look at four very clear examples.<\/p>\n

EXAMPLES OF USING AI WITH CHATBOTS<\/span> IN CUSTOMER SERVICE<\/strong><\/h2>\n

1. ANSWERING TECHNICAL QUESTIONS<\/strong><\/h3>\n

“My washing machine doesn’t work.”<\/p>\n

If your contact centre provides technical support via WhatsApp (or any other instant messaging channel), we have good news: your agents will no longer have to deal with customers who don’t read manuals<\/strong>.<\/p>\n

How?<\/strong><\/span><\/span><\/p>\n

If we feed the bot with all the documentation for our products\/services<\/strong>, it can access<\/strong> it, find<\/strong> the section that answers the question and explain<\/strong> to the customer how to proceed.<\/p>\n

Important:<\/strong> we also need to train it to recognise this type of request by providing keywords<\/strong>. And, especially in the beginning, work on continuously improving the bot.<\/p>\n

What could happen?<\/strong><\/span><\/span><\/p>\n

If the customer’s problem isn’t covered in the manuals<\/strong>, the bot won’t be able to solve the problem and will transfer the call to a human.<\/p>\n

Best of all, the customer doesn’t have to repeat what’s wrong<\/strong> because the agent can read the previous conversation.<\/p>\n

2. ORDER TRACKING<\/strong><\/h3>\n

“My package hasn’t arrived”.<\/p>\n

When a customer contacts your eCommerce<\/strong> through the online chat on your website (or any instant messaging channel) and asks about tracking an order<\/strong>, the chatbot can respond instead of your agents.<\/p>\n

How?<\/strong><\/span><\/span><\/p>\n

If the bot detects that the customer’s query is about a package, it can query your ERP system<\/strong> and find the tracking number to let them know where it is.<\/p>\n

And you might think… if it can do that from a tracking search engine. Aha! But the bot can also communicate if there are any issues with the order<\/strong>.<\/p>\n

What if there’s no information?<\/strong><\/span><\/span><\/p>\n

Then it has to transfer the conversation<\/strong> to an agent.<\/p>\n

3. SCHEDULING APPOINTMENTS<\/strong><\/h3>\n

“I’d like to make an appointment with Dr X.”<\/p>\n

When we talk about “appointments”, we also include “meetings<\/strong>“, “hotel<\/strong> reservations”, “restaurant<\/strong> bookings” or “plane<\/strong> tickets”. All these requests no longer need to be handled by an agent<\/strong>.<\/p>\n

How?<\/strong><\/span><\/span><\/p>\n

By connecting the bot to the doctor’s scheduling system<\/strong>, it can identify<\/strong> the customer, check<\/strong> the doctor’s availability, suggest<\/strong> a list of appointments, and book<\/strong> the appointment.<\/p>\n

What else?<\/strong><\/span><\/span><\/p>\n

It can also instantly send an email or SMS<\/strong> confirming the appointment to the customer.<\/p>\n

4. PERSONALISED RECOMMENDATIONS<\/strong><\/h3>\n

“I don’t know what kind of credit card I need”.<\/p>\n

Personalised product\/service recommendations apply to almost every sector<\/strong>, including financial services.<\/p>\n

How?<\/strong><\/span><\/span><\/p>\n

For this specific example, you’ll need to specify the types of credit cards you offer<\/strong>, including all their characteristics<\/strong> (fees, credit limit, associated benefits, etc.) and the customer profile that might be interested<\/strong> in each of them (purchasing habits, customer credit history, etc.).<\/p>\n

MINIMUM ARTIFICIAL INTELLIGENCE, MAXIMUM HUMANITY<\/span><\/strong><\/h2>\n

Artificial intelligence is ubiquitous<\/strong>, not only because it has already been democratised<\/strong>, but because it truly adds value<\/strong>.<\/p>\n

Its ability to improve with each interaction<\/strong>, coupled with the fact that no technical knowledge is required<\/strong> to configure it<\/strong>, makes it an indispensable resource for any business.<\/p>\n

For those in customer service, bots are essential to providing a better customer experience<\/strong> by offering fast 24\/7 support and improving the agent experience<\/strong> by freeing them from repetitive tasks.<\/p>\n

From the examples we’ve seen, you’ll also have noticed that AI can’t replace agents<\/strong>. Firstly, because it will soon be illegal to offer bot-only support in Spain<\/strong>, and secondly, because complex tasks or those that require a human touch<\/strong> should not be left to AI.<\/p>\n

Do you want to know how to activate a chatbot for your customer service? Our team of (human) experts will advise you personally. Call us on +34 900 670 750<\/strong> or write to us via our web chat.<\/p>\n","protected":false},"excerpt":{"rendered":"

According to a PwC survey, 27% of customers are unsure whether they interacted with a chatbot or a humanin their last customer service conversation. If anything, this data highlights that when customers engage with a business through channels that don’t have an image or voice, and an AI chatbot is used to assist them, they can’t tell the difference.<\/p>\n","protected":false},"author":1,"featured_media":48695,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[5112,3113,5144,4665,3216,5163,3958,4356,5308,5147,4999],"class_list":["post-48701","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center","tag-artificial-intelligence","tag-call-center-en","tag-contact-center-en-2","tag-customer-experience","tag-customer-service","tag-cx-en-2","tag-ecommerce-en","tag-healthcare","tag-helpdesk","tag-inteligencia-artificial-en","tag-professional-services"],"acf":[],"yoast_head":"\n4 use cases where chatbots add value - Enreach ES<\/title>\n<meta name=\"description\" content=\"According to a PwC survey, 27% of customers are unsure whether they interacted with a chatbot or a humanin their last customer service conversation. 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