Chatbots are used to help humans interact with technology and automate tasks. Improvements in AI, machine learning, data science, and natural language processing have enabled the proliferation of chatbots by making it easier to build conversational bots for a variety of applications that benefit companies, their customers, and their employees.
How companies use chatbots
Chatbots provide a number of benefits for companies. Many companies have chatbots that act as virtual agents that can handle customer service issues and support employees. In general, improved customer service combined with a reduction in customer service costs leads to a high return on investment (ROI) for companies that use chatbots for customer service.
Using chatbots also helps companies speed up their sales cycles, generate more leads, and improve customer loyalty. Companies use AI chatbots to build personalised user experiences that lead to happier, more engaged customers and higher conversion rates.
In addition to the high ROI, chatbots are also becoming commonplace simply because they are a simple, convenient service that consumers and employees have come to expect and rely on. As organisations invest in more and more complicated technologies and build out multiple messaging interfaces, chatbots are quickly becoming a necessary bridge between customers and employees, and the massive amounts of information, systems, and applications that they interact with.
How customers use chatbots
Customers also benefit from the use of chatbots. Chatbots provide customers access to assistance or customer service that is available on demand without restriction. When customers interact with chatbots, they can get replies to their questions anytime. They also tend to have easier sales experiences and have a more personal connection with the brands that they interact with.
How employees use chatbots
Chatbots in the workplace can also benefit the employees who work there. Chatbots can be used to automate simple tasks, which frees up employee time. They can also be used within organisations to help employees navigate company policies, procedures, HR information, and other internal systems and documentation.