Chatbots are everywhere; even where we never thought they were! We can say, in 2019, chatbots are inevitable in customer service.
Businesses know the value of customer service. It is the most challenging business function as it has the responsibility for the company’s reputation. In the competitive world, the one which offers its customers more support than his counterparts is sure to win!
Chatbots are a gift from AI to the customer service function of businesses. And, we can say that chatbots will change the way businesses interact with their customers. And, chatbots can be programmed to deliver flawless customer service.
But, it is not easy to implement a chatbot based customer service. Businesses are apprehensive if their customers will accept chatbots or not; though chatbots can solve so many problems of businesses.
Users adopting chatbot technology is still a grave concern for businesses; here are the reasons why!
When it comes to any customer support, users expect a human to listen to their needs and solve their problem. Trusting a human is reasonable, considering the emotional connect that predominates the customer support function.
Humans are accustomed to sharing their queries and problems with humans only. And, they don’t expect a machine or software to deal with them warmly as it does not understand their emotions.
A chatbot is a software, and the users are aware of that. Users find a lack of emotional connect when the users are interacting with the bot.
So, a lack of human to human emotional connect is the biggest challenge that this AI based chatbot technology has been facing over the years. And, it would not be fair if we say that chatbots can be trained to be more emotional!
But, time is solving this user adoption challenge of chatbots! With the use of mobile phones, the entire generation of users is shifting its preference from social interactions to social media communication.
Now, slowly, humans are accepting that there may not be a human giving them support; as far as their queries are solved effectively. There are sections of users who are comfortable with the chatbots already, and the number is increasing manifold.
Movies were the first to introduce AI to people across the world. Thus the movies have a significant role in creating user impressions about artificial intelligence. In the movies, AI technology is often seen dominating over or destroying the human race. This fear makes many users avoid AI based chatbots.
It is essential to market AI-based systems well and show to the users how a well-made chatbot can be an effective support. And, there is no reason to fear a chatbot; it is made to support the users, and that is the only thing it will do. Moreover, AI doesn’t have its preferences and grudges. So, you can expect it to be fair towards all types of users.
Now that the businesses are advertising AI in the right way and showing its benefits to the users, the impressions given by movies are fading. The fears are also reducing as people have started adopting AI as a part of their lives. Aren’t we excited to see AI in action?
Similarly, chatbots will also find their place; sooner or later!
Believe it or not; habits play a very significant role in the adoption of any new technology, no matter how good it is!
Over the decades, users have developed a habit of seeking customer support from humans and not machines. So, the biggest challenge that chatbots are facing is to change user habits. It takes time and awareness for the habits to change.
But, if we are offering better support through chatbots, compared to the humans, the users will not even realize that they are interacting with a bot!
Chatbot based customer service is common, and now becoming a habit for the users. Whatever be the habit, it takes time to develop, and is equally painful to change! Chatbots, likewise, is going to be a habit for users in the future!
Often, users expect too much from AI. Moreover, influenced by popular science fiction movies, the users start believing that chatbots are like those robots which can do anything for them.
Everything has its limits and limitations, and chatbots are no exception to it! But how do you make your users understand that? Well, it’s simple; awareness is the key! It is the responsibility of the businesses to shape user expectations.
A chatbot integrated with machine learning capabilities can understand user behaviour and individually respond according to user expectations. So, chatbots will improve customer service function by delivering customer-focused experiences.
A chatbot will still obviously not be a robot, and anyway, the chat support service is not meant to be one! Honestly, let your users understand the benefits and limitations of chatbots, and they won’t keep unreasonable expectations!
As chatbots are growing more and more popular, the users are getting accustomed to the advantages that technology offers.
Moreover, technology developments are making chatbots more effective. The quality of human chat support is dependent on the individual’s capability. But, artificial intelligence based machine-learning chatbots can become more capable of understanding user behavior.
Chatbots have thus started offering personalized support by understanding the human at the other side of the conversation.
So, no doubt, our chatbots are becoming smarter and more user-friendly!
Moreover, trends contribute to the adoption of any new technology in a big way. And, chatbots are the current trend in the customer service sector.
By making a user-friendly AI-based chatbot app, it is possible to overcome any user adoption challenge of chatbots that seems very difficult to manage right now.
The top chatbot app developers have the right experience, built over years of hard work. They know how to deliver the best AI-based chatbot application, which is gladly accepted by the users.
Feel free to contact the CreatiVision Agency team to help you create your own personalised chatbot today.
Jin Markov is a Content Writer with GoodFirms, a research firm in the USA. He has an experience of 6 years and has been writing on cutting-edge technologies.