AI (Artificial Intelligence) based tools have been improving the performance of different operations in the call center industry. Moreover, one of the most emerging tools in this industry is Chatbots. A chatbot for customer care helps in augmenting performance. Moreover, this AI tool also helps in increasing efficiency and reducing expenses. Hence, it is easy to integrate a chatbot into the call center software. As a result, it is emerging as one of the most used AI tools in the call center industry. Any call center solution supporting instant messaging as one of the communication channels to provide customer care services.
The role of a chatbot in the call center industry is quite evident. Still, there are call centers that are considering investment in a chatbot. Certainly, this blog post is a guiding handbook for those businesses. We are going to cover all vital details related to the chatbot and its benefits for a call center.
So, without any further wait or delay, let’s jump in and discuss this interesting subject matter that is making a buzz around the industry.
1. Understanding Chatbots in a Call Center
Certainly, a chatbot is a computer program designed and developed to manage customer interactions and engagements. Chatbots unleash the power of machine learning and natural language processing technologies. Undoubtedly, these programs are easy to use and introduce automation in the industry. Therefore, businesses using call center solutions are interested in incorporating AI chatbots into their software solutions.
Generally, chatbots are text based assistants because they are used to support customer care via instant messaging. However, that is not the only way to use AI chatbots. Certainly, you can use them as voice assistants as well. For example, Siri, Alexa, and Google Assistants are voice chatbots, which are also known as voicebots and virtual assistants.
In short, chatbots are an important tool for call centers that aim to enhance their customer service and streamline contact center operations. Unquestionably, chatbots provide personalized and efficient customer support, which increases efficiency and lowers expenses.
Call centers are heavily investing in technologies to boost customer experience, increase sales, and achieve several similar advantages. Chatbots and IP PBX integration are the trending adoptions in this segment.
2. How to Implement a Chatbot in a Call Center System?
There are two ways to implement chatbots in your contact center software. Depending on your preference, budget, and other driving factors, you can choose any one of the ways to implement chatbots in your call center.
2.1 Develop and Integrate Chatbot
If you have a team of expert AI (Artificial Intelligence) and NLP (Natural Language Processing) developers, then you can develop a custom chatbot. Certainly, this method gives freehand to choose features, a roadmap, and several other aspects to build a highly personalized and custom branded chatbot. However, it is a time consuming method. Moreover, you may need to invest significantly, which can increase expenses. Definitely, there are several long term advantages of developing a custom chatbot for a call center. However, the consequences are also there to consider.
2.2 Integrate Ready-to-use Chatbot
Certainly, this is the most feasible and cost effective method to integrate a chatbot into the call center solution. There are several companies that have already developed call center specific chatbots. Therefore, you don’t need to invest time and money in developing it from scratch. Certainly, you just need to buy the chatbot program or simply use it as a hosted solution from the provider.
The provider company will also integrate the chatbot. Moreover, it will provide the required training. As a result, you can make the best use of the chatbot. Additionally, you can start using this software as soon as you want to. However, you cannot have control over its features and roadmap. But there is nothing to worry about because you can invest in customization or personalization if you are interested in using a tailored solution.
To learn how to provide exceptional customer service using call center software, please read our post on providing exceptional customer service through call center software. This blog post covers a constructive guide to delivering a jaw-dropping customer experience.
3. Major Benefits of Chatbots in Call Centers
Certainly, you must have got the fundamentals of AI chatbots for call centers. Now, let’s validate thoughts of using chatbots in call centers as you must be wondering whether you should invest in this technology or not. This segment of this blog post shares the major benefits of using a chatbot in your call center.
Round the Clock Services
Certainly, uninterrupted availability stands out as one of the most notable advantages that can improve brand and business positioning for your business. In today’s fast-paced world, customers expect quick and handy customer service. Moreover, even during busy periods, they demand quick customer care or sales inquiry responses.
The expectation for uninterrupted availability is becoming increasingly ubiquitous. Moreover, to remain competitive, businesses must avoid keeping their customers waiting for the next available operator or, worse, until regular business hours resume.
Certainly, you can use AI chatbots for initial interactions. AI chatbots address this need by providing customer support 24 by 7. For example, a customer has a sales inquiry about a product during off-hours. Certainly, an AI chatbot can provide rapid responses within seconds even if your agents are unavailable.
In short, call centers can directly address customer inquiries and concerns. Therefore, they can eliminate long wait times in the call centers that often increase customer frustration, too. Unlike human agents, chatbots can manage customer interactions 24 x 7. Therefore, it is easy to cater to customers at their desired time, especially when human agents are unavailable.
Multilingual Customer Support
In the digital era, online shopping has become a new trendsetter. Certainly, customers have the freedom to shop from global retailers rather than being confined to local stores. Definitely, it is one of the major advantages of digitization and modernization. However, this causes challenges for retailers.
For example, global customers will use different languages, and this can cause challenges related to offering customer support in their native language. Definitely, hiring agents who are native speakers is an expensive affair. Therefore, overcoming language barriers is essential to enhance the customer experience and expand business. Luckily, chatbots are here to play a pivotal role in offering multilingual support to cater to customers who speak different languages.
Certainly, chatbots can ask about the customer’s preferred language for interaction. As a result, chatbots can employ AI algorithms to select the language of interaction based on customer responses. This can help in overcoming all the challenges that global call centers face in general.
Undoubtedly, these multilingual AI chatbots are empowered to communicate in a variety of languages. Additionally, they leverage AI capabilities to address general inquiries and execute basic tasks in the customer’s chosen language.
As a result, it is easy to personalize the user experience. Moreover, implementing support for multiple languages is more streamlined through automated chat than hiring and training agents proficient in various languages. Furthermore, this approach is cheaper and also more efficient than its alternative.
Uniform Experience
Undoubtedly, AI chatbots play a fundamental role in ensuring call centers maintain consistent and accurate interactions. Certainly, chatbots deliver reliable answers to all incoming queries at any time of the day or night. The reliability of an AI chatbot not only enhances customer service.
Moreover, it mitigates the risk of providing misinformation. Furthermore, the conduct of managing customer inquiries and concerns will be the same all the time. As a result, it becomes possible to deliver a uniform customer experience.
For example, customers may find differences in interaction at certain points while engaging with different live agents. Certainly, your call center has already delivered training to deliver a uniform customer experience. Moreover, your call center software has a precise call script. Still, various factors can influence how your agents manage customers and their queries.
Inconsistent answers may arise due to human error, bad day or health, or complicated customer cases. However, AI chatbots are not affected by any of these influencing factors. Therefore, they address these challenges by offering predetermined responses to common questions, and swiftly and efficiently delivering information to customers. As a result, it is possible to eliminate the possibility of discrepancies and ensure a consistent and reliable customer experience.
Augment Self Serving Options
The advantage of incorporating self-serve channels is removing the need for customers to wait for a transfer to an agent. Generally, agents are not always available promptly. Moreover, customers need to take common actions or need to retrieve common information. Furthermore, agents must be available for the next customer promptly. However, it is not possible to achieve all of these because of the increasing volume of calls. As a result, the call queues and waiting times get longer. Integration of chatbots with the contact center software is a great relief here.
Certainly, a distinguished benefit of employing a chatbot in customer support is its capacity. Undoubtedly, there are no constraints by an upper limit to manage customers. Moreover, constructing a chatbot has become more accessible with the emergence of no-code tools, facilitating a straightforward, step-by-step process. Through capabilities such as intent detection and Natural Language Processing, chatbots can adeptly understand customer requests, enabling efficient self-service for customers.
Reduced Costs
Unquestionably, chatbots are not here to replace human agents. However, they are here to help them perform better. Therefore, it is recommended to adopt a hybrid approach that combines AI chatbots with live agents. As a result, call centers can yield significant cost savings. Moreover, this approach enhances the efficiency of your contact center by enabling quicker responses to basic inquiries through chatbots.
On the other hand, it keeps your live agents available to focus on addressing more complex customer issues. Definitely, integrating AI chatbots involves an initial investment. However, it has several long-term benefits such as reduced operational costs, improved customer service, enhanced customer retention, and ultimately, a positive impact on your business brand. As a result, you can reduce costs and boost efficiency.
4. Major Limitations of Chatbots in Call Centers
Lack of Understanding Complex Queries
Often, chatbots fail when they have to deal with context specific or complicated queries. Moreover, a query hidden in a long explanation is also difficult to understand for a chatbot.
Dependency Learning Algorithms
Chatbots rely on predefined responses and programmed scripts. As a result, they are restricted to their adaptability. Therefore, they struggle when managing unexpected or unconventional queries, leading to potential frustration for customers seeking more dynamic interactions.
Lack of Understanding of Sarcasm and Similar Interactions
Angry customers are difficult to manage even with live agents. Certainly, they use sarcasm, proverbs, and several similar dialogues during their interaction with agents. However, chatbots cannot decode or comprehend this thing. As a result, they may end up delivering the wrong answers and have a frustrating experience.
Endless Loop
Undoubtedly, chatbots are a mature technology, which is why call center solutions have found them useful. However, sometimes, these chatbots put clients into an endless loop of the same menu item. As a result, clients have to leave the conversation without getting any satisfactory response. Moreover, call centers don’t find the right way to escape from this loop and get the opportunity to connect with a human agent. As a result, it can do more worse than any good.
Concluding Note
In conclusion, there are several advantages of using chatbots in call centers. Therefore, the adoption of chatbots is rapidly gaining momentum. The role of chatbots is versatile; from sales to customer care, they can manage all types of interactions. Certainly, bots are not yet flawless. However, they offer the most effective means to deliver a personalized experience to customers around the clock. Moreover, they evidently increase efficiency and lower expenses. Therefore, it is recommended to get a reliable chatbot for your call center.
We can help you gain the best technology tool, including a chatbot to augment the efficiency of your call center. To discuss more about our offerings related to call center software, contact us.