Chatbots are transforming the way enterprises across various industries communicate with their prospects, customers as well as their employees. According to research by Accenture, 56% say that conversational bots are driving transformation in their industry.
Customer service has seen a lot of automation with the advent of technology. Using chatbots powered by AI, machine learning and NLP, enterprises are automating their customer interactions to another level, adapting to the new age of customer engagement. To understand in detail let us explore 5 use cases of chatbots in customer service:
1. Booking assistance – Chatbots can help new and existing customers with the placement of new orders or bookings. They can initiate a conversation with website visitors and provide timely offers to increase conversions. These offers can be further personalized depending on the customer’s preferences, purchase history or even past interaction details.
For instance, a customer who has earlier purchased hair sprays and face creams from an online cosmetic store can be informed about current offers or new arrival of hair sprays by the chatbot.
2. Returns, refunds, cancellations – Chatbots can easily replace live agent interactions to assist customers with repetitive queries like order returns, refunds, exchanges or even cancellations. They can resolve queries of all complexities and transfer to a live agent when human intervention is needed, within the chat flow.
For instance, Kapture’s AI chatbot can ask the customer for a reason for cancelling an airline ticket, after which it can provide contextual solutions that can possibly avert that cancellation or initiate a reschedule.
3. Instant ticket resolution – A chatbot can detect intent in incoming customer messages and respond to them 24/7 with complete context instantly. It can answer repetitive questions in seconds, saving precious time for the support team while reducing the waiting time of customers at the same time.
For instance, Kapture chat can help E-commerce companies to marginally reduce turnaround time (TAT) and operational costs when they deal with high ticket volumes arising from multiple channels.
4. Collecting customer information and feedback – Chatbots can engage customers in seamless conversations and collect data within the chat. The complexity and sensitivity of the information could range from a simple OTP to KYC documents. Similarly, surveys can be made more engaging and conversational with the help of chatbots.
For instance, a customer looking to open a new bank account or apply for a new cheque book can simply upload all the necessary KYC documents within an ongoing chat.
5. Multilingual customer support: Chatbots could be the answer to multilingual customer support that most support teams struggle with. With cognitive technologies like NLP and machine learning, it is easier to train a chatbot to address thousands of multilingual queries than a live agent.
For instance, travel companies can leverage chatbots to engage with their customers from all over the world and ensure to offer a delightful experience to their travellers with no language barriers.
In addition to these use cases, chatbots can be used for omnichannel ticket resolution, targeted advertising, mining of customer insights, custom reporting and so on. Be it booking orders or initiating refunds, clarifying queries or lodging complaints, your customers can look forward to instant and contextual customer support with the help of chatbots. And your company can look forward to scalable customer support automation.
Would you like to know how implementing Kapture Chat Suite with your customer service management can modernize your customer engagement? Schedule a demo with our experts and learn how it can transform your customer service at an enterprise scale.