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Chatbots for Customer Service

Customer service, while likened to back-office or desk jobs, has long been outsourced to third parties (call centres) for resolving customer queries. Over the years, outsourcing customer support services has hampered organizational flexibility, brand value, and privacy. With some automation, the digital revolution shifted businesses toward adopting Interactive Voice Response (IVR) technology for handling and prioritizing high volume of calls, simplifying customer service processes, and cutting overhead expenses. Although IVR allowed companies to automate their customer support and increase professionalism, the complex routing mechanism and inflexibility resulted in customers dissatisfaction towards an organization or a brand.

In today’s highly connected and personalized world, customers demand instant resolution of grievances and high-quality customer service at anytime, anywhere. To meet these ever-growing expectations and be available on all familiar communication channels, many organizations are investing in AI-enabled chatbots, which can successfully handle and respond to customer queries 24/7. 2018 witnessed an increase of more than 160% client interest to implement chatbots and other related technologies. By 2020, over 80% of the enterprises have plans to use chatbots. With the urgency to enhance CX industry, virtual assistants and chatbots are helping B2B and B2C companies to engage with customers at every step of customer lifecycle. By 2020, around 25% of customer support and service operations will integrate Virtual Customer Assistants (VCA). Integrating chatbots on a channel allows organizations to provide real human-like interactions using NLP, resulting in seamless and personalized user experience.

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