The Impacts of AI Chatbot:

August 11, 2021

Commerce & Customer Experience

Chatbots have moved to the mainstream with organizations harnessing the power of AI to provide quicker and more efficient service to their customers.  Our research arm, C3 TechTargeting conducted a study to learn more about the value proposition of a Chatbot and how to maximize their benefits upon implementation.

To gain a better understanding we asked participants about their greatest challenges dealing with customer inquiries and were interested to discover that their most pressing barriers can be in the most part overcome with the assistance of Chatbot solutions.

What are the greatest barriers or challenges your organization is currently facing with regards to customer inquiry response? 

Long wait times, staff costs, acquiring customers, and being able to better target customers were all significant concerns for the respondents in our survey. Organizations are don’t seem to have access to the information they need around Chatbots and AI, and the widespread benefits they can offer to any size business.

Customer service is the front line of any business and where it is important for business to make a great impression. Here are three ways that Chatbots can augment customer service:

Supplement human agents: Chatbots initially answer queries and possibly solve inquiries in the first instance through a series of tailored questions. If for any reason they are unable to, the customer is passed on to a human agent.

This reduces wait times and potentially increases the quality of customer service. This combined approach tends to be far more successful than using chatbots on their own, as they cannot resolve every enquiry, and have human agents available as well ensures a seamless transition for the customer.

Around the clock availability: AI enables businesses to offer customer support 24/7, a benefit to customers accessing support during off hours or from a different time zone.

Faster response times: Due to unlimited memory availability, AI can answer questions faster than human agents.

Does your business use AI and Chatbots to bolster your customer service offerings? What plans does your business have to add Chatbots to your company website in the future?

New Technology to Fill the Digital Experience Solutions Gap

Each year new solutions are introduced to help businesses stay on top of this increasingly challenging requirement. This is why vendors such as Dell and NVIDIA have introduced solutions lately.

Transforming eCommerce with Dell EMC

Deliver on your retail strategy for the future. Make retail digital transformation real by driving IT innovation to better engage with today’s connected consumer with highly personalized and seamless experiences across every shopping channel. Retail IT solutions to take you to the next level, from the store to the data center to the cloud.

Boost revenue and enhance customer experiences with AI-powered capabilities.

Leading retailers are leveraging AI to reduce shrinkage, improve forecasting, automate warehouse logistics, determine in-store promotions and real-time pricing, enable customer personalization and recommendations, and deliver better shopping experiences—both in stores and online.

Need More Insights? Gain Access to Digital Experience Solution Experts

If you’d like a copy of the full report or to speak with an expert on this topic, please submit a request to our Solutions Team. We work with a host of technology experts and solution providers across North America and can match your organization with the right resource. No obligations, just insightful discussion, and a review of your requirements with a helpful team. Submit your request and a member of the team will reach back to you within 2 business days to get you connected.