24/7 Assistance: Customer Support AI Chatbots Explained

Your online purchase went south. Unfortunately, it’s now outside working hours and no agent can assist you. Fortunately, many firms are now using customer support AI chatbots to give 24/7 instant assistance to customers. Using natural language processing, these chatbots can understand and generate human language, providing customers with a convenient and personalized support service. Read on to learn more about customer support AI chatbots.

What is an AI Chatbot?

An AI chatbot is a software program or application that uses artificial intelligence to interact in human conversations.

Using machine learning, AI chatbots can train on data sources (like articles, documents, and web pages) to “learn” information. Using natural language processing, AI chatbots can comprehend and communicate in human language.

You can train an AI chatbot using your business’s knowledge base, internal help documents, and URLs. Upon training, you can integrate it into your website for automatic addressing of basic customer inquiries.

Types of AI Chatbots
Some of the most common forms of AI chatbots include:

Live chat: A real-time, text-based communication system where customers can talk to an AI-powered chatbot or escalate their concerns to a human support rep. Customers can see their conversation history in the live chat, giving them a more personalized record of their support concerns.
Chatbot: Responds to customer queries promptly. But unlike live chat, it may not keep customers’ conversation history or has no agent handover feature.
Virtual Assistant: Perform a wide range of tasks to assist customers like product browsing, scheduling appointments, and order tracking. This can be text-based or voice-based and focuses on providing personalized service to customers.

How Do AI Chatbots Work?

The mechanism by which AI chatbots work depends on how they are developed. A rule-based chatbot responds to the user’s input by detecting keywords or phrases. The output is based on the chatbot’s pre-programmed scripts, dialogues, or rules. While rule-based chatbots are effective in answering basic queries, they’re too static to address complex queries. An AI Chatbot uses natural language processing to converse in human language. It can understand the inquiry’s intent and provide answers based on its training data like knowledge bases. Compared to rule-based chatbots, AI-powered chatbots are more flexible to complex customer queries. Meanwhile, a hybrid chatbot uses AI and predefined scripts to operate. This bot uses strict rules and scripts but also leverages AI to provide a personalized and interactive customer experience.

How Do AI Chatbots Process Information?

An AI chatbot is trained using large datasets to learn human conversation patterns. By understanding these patterns, the chatbot can predict the most appropriate response to an input. For instance, if you ask “What is the color of an apple?”, the AI chatbot will go over its training data and answer “red” since it has the highest probability of satisfying the prompt. Now, AI chatbots are “conversational” because of natural language processing. NLP is a component of artificial intelligence that allows a chatbot to process, understand, and converse in human language.

Common Uses of AI Chatbots in Customer Service

Firms from these industries are now using customer support AI chatbots for improved efficiency and productivity:

Industry Use Cases

Retail A clothing store can use an AI chatbot to provide around-the-clock support to their customers worldwide. If a customer has a concern like a refund request, the chatbot can assist promptly. Healthcare A local healthcare provider can deploy a “Dr. chatbot” to assess and triage patients’ symptoms. Dr. Chatbot can ask for the patient’s medical history, medications, and current signs for initial assessment. Finance Banks can use a chatbot to provide timely support to their customers. For instance, a chatbot can provide updates about a client’s account balance, transaction history, and loans. Travel & Hospitality A hotel can use an AI chatbot to provide a personalized travel experience to customers. The chatbot can recommend itineraries, accommodations, events, and activities tailored to the customer’s preferences.

Benefits of AI Chatbots in Customer Support

AI chatbots offer a lot of benefits in a firm’s support service including:

Improved customer satisfaction through 24/7 availability and quick response times

AI chatbots don’t need rest or holidays. They work anytime with consistent performance quality. Unlike support reps, AI chatbots are also capable of providing near-instant responses to an inquiry. Cost reduction through reduced reliance on human agents Instead of hiring additional agents for your team, you can use AI chatbots to handle support workflows. Using chatbots is a lot cheaper compared to agents that require regular salary, benefits, and other incentives. Enhanced data collection and analysis for a better understanding of customer needs AI chatbots can collect relevant customer information in every conversation. Data collected can provide insights into your customers’ needs and interests, helping you craft effective marketing or sales tactics in the future.

How to Leverage QuickCEP for Excellent Customer Support

QuickCEP stands as the leading provider of AI-powered chatbots for sales, lead generation, and customer support. With QuickCEP, you can integrate AI into your help desk with no coding required. Just prepare and upload your data sources for training (like knowledge base documents, web pages, and other internal content) to develop your AI chatbot. Here are some of QuickCEP’s key features.

1. Product Recommendation

QuickCEP can learn your business products to provide relevant suggestions based on customers’ intent.

2. Order Status Tracking

QuickCEP tracks customers’ shipped packages to provide real-time status updates to customers.

3. Product Information

QuickCEP’s chatbot is your next business nerd! They can study your guidelines, policies, and products and answer customer queries like a cakewalk!

Ready for Superior Customer Support? Go for QuickCEP!

With the ever-evolving customer and industry demand, an AI-driven support service is a must to win customers’ heart.

Leveraging AI chatbots can boost your customer support’s efficiency, reliability, and productivity. And with the power of NLP, AI chatbots can provide customers a personalized and memorable support experience.

What are you waiting for? Build your AI-powered chatbots using QuickCEP for FREE today!