Supportsoft Glossary

AI Chatbots for Automated Customer Engagement

Chatbots powered by AI attempt to automate how someone speaks to another through chatting or voice, and a lot of them are utilised by businesses. Chatbots fulfil a very important need in businesses, where they automate how customers interact with businesses via many different channels while still providing a consistent level of interaction.

Most chatbots available today offer a lot more than just a script to follow. In fact, they are using natural language processing (NLP) to gain insights into what a user wants and what context (environment, device, location, etc.) a question or query comes from, and then responding with the relevant information as quickly as possible. Businesses have used chatbots across their websites, mobile applications, various messaging platforms, and within customer support/ticketing tools to handle numerous recurring enquiries and to complete a variety of requests in real time or guide users through service offerings.

In addition to aiding in customer support, chatbots are also being extensively used for keeping/creating leads, setting appointments, assisting in onboarding new hires, and collecting feedback. By connecting CRM or back-end systems, they can respond in a way that is relevant to the user's recent communications with a business and based on their past interactions and behaviours. Therefore, businesses using chatbots gain several advantages, including increasing customer satisfaction, shortening response times, and decreasing operational costs. As a result of these benefits, chatbots will certainly be an integral part of a successful customer engagement strategy for all sizes of businesses moving forward.