On the other hand, AI bots can handle multiple chats at once and provide quick answers to basic inquiries.
Chatbots are an affordable way to automate customer service and assist in handling customer inquiries without involving live agents. Chatbots can save businesses time and money, optimize costs and increase response times.
- Multiple language support
One of the greatest benefits of chatbots is that they can deliver chats in multiple languages. With the help of these bots, companies can save lots of time and money instead of hiring multilingual customer service representatives, while customers can use the language they are most comfortable with for interaction. As a result, companies can reach a wider audience and provide a more personalized customer experience.
Along with all these benefits, chatbots still lack some features that customers are looking for. Here are a few cons of using chatbots:
- Difficulty in processing complex questions
Chatbots are trained to answer basic questions that exist in the database. If the question is too specific and outside of the scope of those available in the database, the chatbot may not understand it. This can lead to upset customers and will negatively impact the brand.
Chatbots lack any emotions and empathy, which can be really frustrating for customers who expect the company to understand their unique needs and provide a personalized experience. If the bot is not able to improvise and give solutions to complex issues where a human touch is needed, this will definitely decrease customer satisfaction.
- Setup and maintenance costs
Chatbots are programmed differently for specific business needs, which increases the initial installation costs. Also, chatbots need to be regularly updated according to changing priorities which requires additional resources and optimization. So AI bots need regular maintenance to meet the constantly changing expectations of businesses and customers.
Chatbots can be found in almost any industry and marketplace. As an Outgrow report states, 80% of businesses are expected to integrate some form of chatbot in their business model by 2022. Among the industries that can most benefit from implementing chatbots are e-commerce, retail, marketing, food, travel and hospitality, banking and finance, healthcare, and insurance.
As the use of AI bots becomes more widespread, they will readily be implemented into more business processes offering a more convenient and personalized customer experience for the sectors they work the best.
By Siranush Andriasyan