The old ways of doing things are quickly evaporating. Technology has brought the expectation of activities that used to take hours being done in minutes, and 24/7 responsiveness via computerized means.
Orlando businesses that want to keep up have to ensure business networks and technology ecosystems aren’t becoming outdated. This means looking at any manual process you still have to find ways to automate them.
Three technologies that can help you do this include:
- Artificial Intelligence (AI)
- Natural Language Generation (NLG)
While some of these terms might sound like something that only large enterprises are using, they’re actually being used by small businesses every day to compete with the “big guys,” improve customer service, and to work more efficiently.
These are also three technologies that can be used separately or together to power a better experience for you and your customer.
Benefits of Using AI-Driven Chatbots for Your Business
Customer experience is one of the factors that companies are competing on in this day and age. 59% ofpeople say they expect a higher level of customer support and responsiveness than they did just a year ago.
As companies like Amazon ensure customers can get questions answered anytime, day or night, without having to leave a message, that instant support is becoming a consumer expectation.
One way that a small business can compete without having to hire staff to man customer support all night is through the use of an intelligent AI-driven chatbot.
This is an application that can be programmed to answer basic customer support questions as well as do so in a way that doesn’t seem artificial.
Before we get into the benefits of using a chatbot, let’s go into each of these three technologies and how they work together.
A chatbot is more than just a chat on your website or Facebook Messenger support account, it’s an app that can be programmed with a rich library of answers to the questions your website visitors and customers ask the most.
For example, if you customers often ask, “What colors are your products available in?” you could program the chatbot to answer with a list of colors.
Now, let’s go a bit deeper.
When you use an AI-powered chatbot, not only can it answer with the color options, but it can check to see what page a customer happens to be on when asking the question and provide the color options for that particular product they’re looking at.
But there’s more.
Natural Language Generation:
It’s common for people to get annoyed when they get a response back that sounds like they’re reading an instruction manual or website FAQ. Chat is meant to be more personal and engaging.
This is where NLG comes in. It’s a technology that can turn structured data into informal human language, improving the experience of the person on the other end of the chat.
For example, instead of sending back, “The available colors for Product XYX-223 are Blue, Gold, Rose,” a chatbot powered with NLG could say something like, “The Snow Parka is a great choice, Jan! You can choose from three attractive colors, Blue, Gold, or Rose.”
So, what can using a chatbot, AI, and NLG do for your business? Here are some of the benefits.
Allows You to Do More Than Just Take Messages During Off Hours
If someone is looking for a product or service at 2AM on a Saturday, by the time you get their email with a question on Monday morning and get back to them, they may have already moved on to a competitor.
Using a smart chatbot gives you the opportunity to do more than just take messages when your business is closed. Your chatbot can answer questions that might be the one piece of information someone needs to make their buying decision.
Allows Your Team to Respond Faster
If you have a customer support team manning your website chat, phones, and email contacts, they can at times get overwhelmed. This can leave someone in a chat for too long, causing them to abandon your site.
An intelligent AI and NLG chatbot can act as a tier 1 support “person,” meaning that chats can get answered immediately, because a chatbot doesn’t have the same limits on how many it can answer at a time as a human.
If a question comes up that the chatbot can’t answer, it can be programmed to escalate the customer to a live representative during office hours.
Proactive Customer Support
Chatbots are a way that you can be more reactive to visitors who need support and stay in contact with customers, but one can also help you offer proactive customer care.
For example, if you have someone that’s been on your cart page for a while, a chatbot could be programmed to ask them if they have any questions. Using cookies, a chatbot can even recognize repeat visitors and welcome them back to your site.
This type of proactive engagement builds customer trust and loyalty.
Get Help Setting Up the Solutions That Can Take You to the Next Level
C Solutions can help your Orlando area business take advantage of chatbots and AI-powered solutions that can take your company to the next level of support and efficiency.
Schedule a free consultation today! Call 407-536-8381 or reach us online.