An artificial intelligence chat is a tool that you can incorporate into your website, mobile applications and social networks to be present where your customers need you most 24/7. But that is not all.
If you are interested in learning more about this resource to optimize your customers’ experience, in this article we will tell you: the characteristics and benefits of artificial intelligence chats and how they changed the way companies provide customer service .
Summary
- AI chats allow businesses to resolve customer issues quickly and efficiently, handle multiple queries simultaneously, and automate repetitive tasks, saving time and money.
- AI chatbots collect customer data to deliver personalized experiences. They also analyze information to understand customer needs, improve interaction, and increase customer loyalty.
- AI chats are available 24/7, providing instant assistance to customers at any time. Furthermore, these chatbots not only offer automated responses but also collect valuable customer data, helping businesses better understand their audience and continually improve their services.
What is an artificial intelligence chat?
Artificial intelligence chat is a virtual service channel that is used to interact with a user through a website, messaging services, social networks or mobile applications in an agile and personalized way. With an AI chat up and running it is possible to:
- resolve customer problems in less time;
- answer several queries at the same time;
- Obtain valuable consumer data.
Businesses can apply an AI chatbot to provide automated responses to their consumers and perform specific tasks such as:
- provide advice;
- make reservations;
- give recommendations;
- process payments;
- receive orders, among others.
Although in chat with human intervention, a service agent can resume the dialogue with customers, the importance of having an artificial intelligence chat should not be underestimated.
AI chat is capable of understanding the customer through natural language processing (NLP), which makes it possible to manage large amounts of data and communicate with users as if they were a person.
In fact, according to Zendesk’s CX Trends 2023 report , 67% of business leaders think chatbots provide accurate information to customers .
Furthermore, 74% of customers believe that AI will improve their experience and aspire to make interactions with the chatbot increasingly more human.
Download the full report for free and find out what customers expect from AI chat!CX Trends Report 2023
What is the importance of artificial intelligence chat?
The chatbot, which also includes the possibility of ”talking to the customer”, became the preferred means of interaction for those who choose not to interact with a human agent and clear their doubts at their own pace.
The companies understood this very well. Indeed, the investment in the implementation of chatbots stands at 112 billion dollars .
Implementing a dialogue with artificial intelligence also allows you to speed up the work of the service team , improve the workflow and save the customer time.
The integration of the online artificial intelligence chat tool to the platforms that the company uses allows you to be closer to the customer and obtain relevant information to personalize their experience.
5 benefits of AI chats
1. Availability 24/7
One of the main advantages of AI chats is that they are available 24/7 . This means customers can get support at any time, even outside of business hours.
In addition, by understanding what artificial intelligence chat is, you will allow the user to have an automated conversation through any device, which reduces wait times to a minimum and makes it possible for them to get help quickly.
2. Saving time and money
AI chat rooms can handle a large number of requests simultaneously , meaning companies can serve a larger number of users in less time.
Chatbots automate repetitive and routine tasks, which reduces the need to hire and train more staff to perform these types of tasks, and this translates into saving time and money for companies .
3. Personalization
The artificial intelligence chat tool is capable of collecting and analyzing information obtained about customers. Through the analysis of this data that the customer leaves in their interaction, you will be able to design personalized experiences to improve their experience .
A quality experience that takes into account their needs and exceeds their expectations will make your customers want to buy from your business again and with this, you will increase their loyalty .
To prove it, 77% of buyers consider CX to be as important as product quality.
4. Efficiency
A chatbot can efficiently manage frequently asked questions and requests and thus save agents time to attend to more complex or important cases.
On the other hand, artificial intelligence chat rooms can handle multiple conversations simultaneously, which helps make them efficient and useful for companies seeking to serve a large number of customers.
Additionally, machine learning-powered chatbots continually learn, increasing their ability to provide more accurate solutions .
5. Data collection
An AI chat can help in obtaining customer data in several ways. For example, you can include specific questions to gather information
- demographic;
- about customer preferences or needs;
- customer opinions;
In addition, an AI chatbot can integrate with customer management systems (Â CRMÂ ) or databases to obtain already stored inputs, such as purchase histories or contact information, so you can personalize responses.
How to maximize the use of data from your CRM in artificial intelligence chat?
To take full advantage of the advantages of artificial intelligence chat, it is important to have efficient technology for customer relationship management that allows you to obtain customer data to truly improve their experience .
The CRM (Customer Relationship Management) tool that your company uses will, then, need a strategy to enhance and organize the collection and analysis of data from your customers .
For that, you can follow these steps:
1. Discover who your customers are
The first step of a CRM strategy is to discover who your customers are, for example, through market research , competitor observation and trend research, to identify your company’s ideal buyer profile.
2. Know the purchasing journey
The second step is to know the journey that the customer takes until making the purchase. This will allow you to know the points of contact between your company and the potential client, as well as their motivations and obstacles to closing the transaction.
3. Evaluate each touch point
At this stage it is important to evaluate the needs at each point of contact to identify if the customer needs information, stimuli to make the purchase decision, etc.
4. Measure the actions implemented
The last step is to establish how to measure the scope of your customer relationship management actions, to confirm that you are obtaining the data you need, and see if you need to make changes for the best performance of the system.Save time and money with Zendesk AI
4 Successful AI Chat Examples
AI chat is incorporated into daily life. From stores to virtual assistants for the home, the uses of this tool are very varied. See 4 successful examples below.
1. Alexa
It is the voice service located in the Amazon cloud available on this company’s devices. It is capable of creating natural voice experiences to offer customers a more intuitive way to interact with the technology they use every day.
Among many functions, you can:
- call or send a message to a contact;
- control home devices, such as TV, lighting, etc.;
- use reminders;
- order purchases.
2. Google Assistant
Google responds from your mobile, TV, or any smart device. You just have to ask the question to get an answer or suggestions on the topic consulted. You can use it to:
- consult and create a schedule;
- set alarms and timers;
- search for information;
- check the news and weather.;
- listen to and play music;
- send messages.
3. H&M chatbot
In addition to chatting with customers, this chatbot offers fashion and available product recommendations. In addition, it indicates the availability of the product in each of its locations.
4. ChatGPT
It is a chat system based on Artificial Intelligence and trained with large amounts of text to perform language-related tasks, from translation to text generation.
Deliver an exceptional experience to your customers with Zendesk
Now that you know what the artificial intelligence chat is to obtain relevant information from your customers and how to process that data to deliver a quality service to your audience, you need to implement efficient technology.
Zendesk customer service software allows you to quickly respond and analyze requests through a flexible, easy-to-use platform to create differentiated experiences for your customers.
In addition, it is capable of covering and unifying all communication channels in an omnichannel platform so that you do not miss a single detail of the conversation. You can also:
- automate repetitive tasks so agents focus on solving customer problems;
- redirect service tickets to staff with appropriate expertise;
- support customers from wherever they are;
- have a knowledge base where the team has all the information centralized and saves time.
