Top Chatbot Features You Should Consider In 2022
In a world of rapid technological advancements in almost every form of communication, users' preferences for interactive experiences keep changing. Increasingly, companies seeking to deliver on their brand promises are experiencing more complexity in providing a better experience for their employees and customers due to digital transformation. It is true that your business will suffer a lot if you fail to deliver the right experience as a support agent for both employees and customers. When employees are not getting significant support, it will affect their work. Later, you will end up damaging the reputation you have worked so hard to build. A dissatisfied enterprise customer will not return and may tell many others not to consider you for purchases.
We are now living in a technologically advanced era throughout which automated platforms have been merged with virtual agents. The use of artificial intelligence - specifically, chatbots and discussion applications - is revolutionizing digital channels. Today, Fortune 500 companies to Startups are redefining their customer handling strategies and enhancing their overall performance by using an AI chatbot. The use of an AI chatbot is now generating a huge increase in employee productivity as well as business ROI.
As per the statistics of Mordor Intelligence, the global chatbot market is expected to reach USD 102.29 billion by 2026, registering a CAGR of 34.75% during the forecast period 2021-2026. Today, it has become necessary for businesses to adopt newer technologies to enhance customer engagement and employee productivity, primarily through chatbots utilizing artificial intelligence and machine learning. As companies across all industries try to gain efficiency and speed, AI-powered chatbots have wide adoption among all industries.
In this article, we will explore some of the most valuable features of AI chatbots in this article and some of their top benefits. Make sure you have the full picture and decide if it's worth it to invest in a bot!
What Makes AI Chatbots Essential for the Corporate World?
When chatbots were first invented, they were excellent devices without many purposes, but today they have become an essential part of the workplace. Embracing an AI chatbot solution for your business can help you increase the level of employee engagement and customer communication. AI chatbots are an excellent tool for delivering value and delighting customers regardless of whether your business is a startup or multinational. In today's world, AI chatbots are a crucial component of every business' support plans. Team members can scale their efforts and provide round-the-clock support while agents focus on conversations that require human interaction.
AI-powered chatbots are essentially programs that can converse with human beings to resolve problems or to answer questions. As a result, operational time is reduced, and efficiency is increased, which enhances market growth. As per the reports of Salesforce, 69% of consumers prefer interacting with brands through AI chatbots because of communication speed.
In short, a chatbot is a software program that can communicate with people through a live chat window or other messaging platforms. A user interface may consist of text, voice, or a combination of both. AI is driving most chatbots in the modern era, enabling them to deliver a more natural and personalized user experience. Today, AI chatbots have proven to be a valuable resource for businesses with high customer and employee engagement.
Undoubtedly, AI chatbots in 2022 will venture into areas they have never ventured into before. The adoption of AI-powered smart chatbots in the workplace is expected to rise as more customers interact. According to a Gartner report, by 2022, around 70% of corporate employees will leverage conversational chatbots to streamline their duties.
AI Chatbots: How do they work?
Using artificial intelligence (AI), chatbots can answer questions and guide customers and employees through several scenarios, from login issues to payment issues, to booking instructions--to name a few. With the help of artificial intelligence, conversational chatbots can also learn from interactions and adjust their actions accordingly for better support.
AI Chatbots are most effective when they answer straightforward, frequently asked questions. Bots usually handle complex, multi-part questions like a real person can unless their underlying technology is highly sophisticated.
Business benefits of AI chatbots
Although those are core benefits, AI chatbots can do much more than "increase efficiency" and "cut costs". To overcome key business challenges, bots can be most effective when humans work together with them
- AI Chatbots act as the face of your business.
AI chatbots put a face to your company, helping you present it to customers. A chatbot can be the first point of contact with your business for many users, making it a much more personal experience than communication via mail or telephone. It is crucial to consider the personality of a chatbot when it comes to shaping the user's experience. It is also essential to consider numerous factors when determining your chatbot's personality, including factors such as your brand identity, the tasks it is supposed to perform, and the preferences of your target audience. - AI chatbots work around the clock.
Due to a lack of personnel or resources, many businesses are unable to service their customers continuously. If you have a chatbot, you can provide customer service 24/7, regardless of what time of day it is. It's still better to save an employee’s or customer’s query and details and assure them that their question will be passed on - instead of leaving the customer waiting to get an answer for hours or even days to talk with the agent. - Reduce operational costs
As per the report of Medium, businesses receive 265 billion support ticket requests, with a total cost of $1.3 trillion. AI chatbots have the potential to reduce these costs dramatically. A 2017 study by Chatbots Magazine found that businesses can save as much as 30 per cent by implementing virtual agents or AI chatbots.
AI chatbots provide support and solve repetitive inquiries by employees and customers, allowing service agents to focus on more complex questions. This helps agents be more productive. Many companies cannot afford to add the resources needed to provide round-the-clock customer service. The availability of agents 24/7/365 may help secure more customers, but it can also be a financial burden. That's why an AI chatbot is a great option. The chatbot can quickly escalate more complex queries to human agents for quick resolution, improving customer service and reducing expenses.
Relevant Article: IT help desk chatbots: How can they enhance IT support efficiency? - Let your customers interact with your chatbots.
It's not surprising that a large number of consumers favour AI chatbots. According to INSIDER's survey, 44% of U.S. consumers prefer chatbots to humans for customer support. By implementing a new chatbot, businesses can excite their customers.
If you want a chatbot to be successful at engaging your customers, it needs to be able to: - Prompt, accurate, and bug-free.
- Brand-consistent.
- Resolving queries appropriately.
- Utilizing linguistics effectively.
- Completing defined tasks.
- Ability to work across multiple devices.
- Consistent evaluation and optimization enhance AI chatbots.
It is necessary to evaluate and optimize chatbots continuously. Measuring a chatbot's performance is vital based on employee experience, customer engagement linguistic capability, and user-friendliness. This will allow them to "learn" to adapt to user needs and provide better experiences over time. Establish a learning cycle, creating changes based on the analysis and observing whether optimizing helps achieve your goals. - Boost your sales.
When you provide the right information and offers to your employees and potential customers at the right time, you are more likely to close a deal. You can accomplish this with the help of a AI chatbot. In a study by Intercom, it was noted that companies were able to increase their sales by 67% - thanks to AI chatbots. Survey respondents attributed this to the following factors:
- Inquiries from customers are handled more quickly by the company. In most cases, they are answered three times faster.
- AI chatbots have also helped increase satisfaction with their customer service by 24 %.
The top features of a powerful Conversational AI Chatbot?
AI chatbots have evolved through the years, and so too have the expectations of both employees and customers. In today's digital economy, employees and customers are looking for immediate solutions to their problems, and they are willing to switch to another brand if their service provider isn't anticipating their needs. Hence, it is imperative that businesses choose the best conversational AI solution to deliver an excellent employee experience to the employees to perform well, enhance service, and encourage customer loyalty.
When customers communicate with brands, they expect nothing less than great experiences. You must consider the critical elements of AI chatbot design to deliver a conversational experience when implementing AI chatbots for business communication. What makes chatbots so unique? The following are eight features that we believe make AI chatbot deliver the best user experience.
- Conversational skills
A great chatbot would have natural language processing capabilities (NLP) to understand the context of conversations in more than one language and understand and interact with the conversation. Additionally, the device can be used to determine the purpose of a question - what is needed - and to offer options to confirm or clarify intent.
An efficient AI chatbot will have the ability to converse with people. Taking the initiative to seek out information and clarifying questions is also helpful, regardless of how the conversation proceeds. - Being emotionally intelligent
Using AI chatbots is the most efficient way to communicate with your customers. Hence, it is vital to choose an emotionally intelligent chatbot to help provide a human-like customer experience. With the help of sentiment analysis, artificial intelligence-powered virtual assistants can assist your brand in building relationships with your customers. AI-powered chatbots analyze user input and respond appropriately based on the underlying emotions. - An omnicapable system
AI chatbots can converse across different digital channels and retain data and context for an omnichannel experience — even routing information to a live agent if necessary. During this digital era, most popular messaging apps such as WhatsApp, Facebook, Twitter, and Telegram have become the means of community and business survival.
Today, a company wouldn't be successful if it wasn't present on social media, as it would miss out on reaching out to 70% of its potential customers. Choosing the right chatbot provider is key to supporting your customers across all touchpoints, regardless of the channel. AI chatbots must be capable of powering conversations across the most popular channels so that customers are able to communicate and engage with your business on their preferred platform. - Integrating AI chatbots with CRMs
A growing number of AI chatbots are capable of orchestrating workflows now that they have become more intelligent. It should be easy for AI chatbots to be integrated into any CRM system. If chatbots are able to handle real-time customer relationship processes, they will be able to solve complex problems much more quickly for users. CRM platforms are capable of taking routine backups and changing passwords, which can enhance workflows significantly. - An NLP-enabled system
You can communicate with your customers incredibly effectively and intuitively using NLP-enabled chatbots. NLP-enabled platforms allow you to provide constructive support to your customers throughout their journey. The results may include improved consumer satisfaction, increased business productivity, and increased profitability. - Provides robust APIs
AI chatbots can access information about users from a variety of applications using APIs. APIs that provide robust functionality, documentation, data, and services can help provide advanced functionality. Your chatbot API should be capable of keeping employees and customer engagement intact and providing an unprecedented experience. Flexible, easy-to-use and controllable solutions will be possible with it. - Analytical
AI chatbots can easily capture data from your customer support interactions and analyze it. It can provide you with immediate insight into the data captured. Consider implementing a chatbot that will allow you to create timely reports without relying on a data analyst or external business intelligence tool. - Secure
AI-powered chatbots are generally considered to be secure following recent studies. Investing in a completely transparent bot about what data it collects and does is an excellent way to maximize its value. You can allow your customers to opt-out of data collection through intelligent virtual assistants if you want.
Read More: Tips and Tricks for developing a successful Virtual Assistant (VA)
Conclusion: Boost your Business Goals with AI Chatbots Within Modern Service Desks
Businesses gain many benefits from AI chatbots, including reduced costs, increased sales, and better conversion rates. AI chatbots are becoming more and more intelligent with AI, NLP, and machine learning, making them a very promising development. It is essential to have AI chatbot solution that provides excellent features to accomplish business goals. The various features of AI chatbots can be leveraged to add much value to business communication. AI chatbots that add value to conversations have no code deployment, omnichannel messaging support, fallback options, and sentiment analysis.
Your business can become more proficient and effective by integrating AI chatbots and automating smart responses. Businesses should always be focused on leveraging the features to increase ROI and recognize the true potential. A conversational AI-enabled HR help desk provides employees seeking personalized support with an improved overall experience. From the moment employees log into the platform, AI chatbots accompany them and help them along until their questions are answered. The use of AI chatbots replaces the need for HR executives to answer all the basic questions from employees at the first level of support (L1).
Hopefully, this list of chatbot features will help improve the quality of your customer service. Click here to learn more about AI Chatbots from us
