It’s almost impossible to go online today without coming across a story about artificial intelligence (AI). For most consumers, AI is just a futuristic technology that seems to be light years away, but in reality it is being used daily by just about all of us.
Artificial Intelligence (AI) is transforming business, from online product assistance to post purchase telephone inquiries, Chat Bots Powered By Artificial Intelligence is Transforming Customer Service and most consumers don’t even know it.
“By 2020, Gartner estimates that chatbots will be handling 85 percent of customer service interactions.”
In fact, the annual savings is predicted to reach $8 billion namely due to the implementation possibilities of chat bots. With that said, a shocking number of consumers aren’t aware of the daily role of AI. Many mistakenly claim to be unfavorable to interactions with AI systems, but are exposed on a regular basis.
Digital components like Facebook advertisements and Amazon suggestions influence consumer spending regularly. A large portion of corporate customer services line are facilitated by automated systems, and consumer seem to be satisfied with it.
“When AI is present, nearly half of consumers (49%) are already willing to shop more frequently, 34 percent will spend more money and 38 percent will share their experiences with friends and family.” According to SourcePoint
While in-depth understanding by the general public about how AI services play their part is lacking, a few factors can be named to influence the acceptance by an individual that is not well versed.
Security, speed, and friction have all been found to affect how willing a person is to interact and volunteer information to an automated representative. The reputability of a company, speed of service, and pre-versus-post-checkout assistance are all main variables. When a customer is able to interact with a chat bot that can quickly identify their needs and offer a solution, their desire to speak to a live representative decreases.
The same findings revealed that when AI efforts first greet an individual, but they are allowed to direct their needs to a live person, they find chat bots to be most helpful.
Extensive backend developments are required for successful implementation of AI and chat bots efforts. Only by further defining what causes the general public to be attracted to AI without turning them off, can these efforts surpass potential barriers of the future.
Artificial Intelligence (AI) is dramatically changing business, and chatbots, fueled by AI, are becoming a viable customer service channel. The best ones deliver a customer experience (CX) in which customers cannot tell if they are communicating with a human or a computer. AI has come a long way in recognizing the content – and context – of customers’ requests and questions.