Your business identity and reputation depend on your ability to enable your customer service channels to your patrons. This is a reality in today’s market space because any IT consulting VA professional will agree that the game has changed in the field of eCommerce where customer experience now also reigns supreme.
Consumer behavior has changed over the last several years, where customers have become more demanding in terms of after sales service and support for the products they purchase.
But one innovation will stand out to provide consumers with evidence-based solutions to amplify customer experience- artificial intelligence.
Guarantees seamless and relevant customer experience
“From the customer perspective, if the organizations they interact with are using AI correctly, they shouldn’t know AI is running the experience behind the scenes. AI has the power to make customers feel they are making their choices, but, it’s the machine learning and the algorithm that are handling those decisions,” CTO Sean Connell of customer experience group Verndale said.
It’s not mind control, rather it is the ability of machine-learning algorithms that “suggest” the closest and relevant factors that affect your decision-making rationale. It bases its conclusion on the information you provided during your interaction with a chatbot or voice assistant.
Here are three of the most popular customer service AI chatbots based on features and functionalities that are making waves in the technology-rich e-commerce environment.
BotEngineis a customizable chatbotthat can be integrated into apps and services offered in a website. It features a quick start wizard with pre-loaded templates. You can customize it by dragging and dropping responses and actions.
It has a chat widget that you use to instantly integrate the bot into your website, social media account or messaging app. It is also capable of automating your customer support channels by adding it to any third-party chat app or services.
You can adjust your bot daily based on your desired marketing or support platform. It can also communicate with external services so you can send the collected data directly to your CRM and database.
NanoRepis a chatbot that features a guide for customers that assists customers all throughout a journey within a website space. It’s an intuitive customer service tool that handles issues for customersin booking a flight or tracking an online order.
It features some predefined scripts but is not limited to it,such as with some chatbots. It provides context-based responses using its Contextual-Answers solution systems such as responses to Customer Rewards profile and status, device type used to access the site, and the product the customer initially typed along with other related products.
It is also equipped with a smart channeling feature that can point customers to relevant third-party support.
Twyla is an AI-driven conversational chatbot that provides assistance as a helpdesk channel and live chat platforms. It works within enterprise systems such as web-based CRM’s and ERP’s to streamline the customer support process and avoid the need for customers to phone in their concerns, thus, promoting an exceptional customer experience.
These are just a few of the smart IT solutions and managed services that integrates AI technology to deliver an exceptional customer experience.