Updated : Apr 12, 2024
7 Mins Read

Chatbots for customer service: What is + How to Use it

Reviewed By :

Drashti bhadesiya
A man is pointing to a chat app for customer service on a blue background.

Chatbots for customer service: What is + How to Use it

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Table of content

Customer Service Chatbot has evolved broadly in terms of Customer Support like no other today. Imagine being there for your customers all time and all day, maybe 24*7. Yes, that is what Chatbot will do for you in your business.

Customer service Chatbots will help you take up your business 80% of your workload, resolving customer queries like never before.

Bot-driven automation may fill a need in the customer service hierarchy while providing value, as shown by the fact that half of the customers don’t care whether they interact with people or AI-enabled assistants. Let your human agent work like a human and not a robot. Avail of the best Conversational AI customer support chatbots to improve customer service with chatbots. 

Key Takeaway : Customer service chatbots are AI-powered tools that provide automated support to customers, handling inquiries and offering assistance 24/7, ultimately improving the overall customer experience. They use natural language processing (NLP), machine learning (ML), and artificial intelligence (AI) to understand and respond to customer queries, making them an invaluable asset for any business looking to enhance customer service.

What is a customer service chatbot?

Customer service chatbots are adaptable and may help customers at various points during their journey. The intelligent customer service bot may be able to answer up to 70% of customers’ most frequently asked inquiries (FAQ). It may also direct them to more information or resources on your website.

Customer service chatbot

Another benefit of using chatbots is that the number of inquiries that contact centres must handle may be minimized. As a result, customer service representatives may now focus on addressing more challenging problems rather than just repeating answers discovered in a knowledge base or an automated system. The customer service platform is the responsibility and how do you handle your customer requests?With AI-powered Chatbots, you can improve customer experience by providing robust support with the best chatbot builder. Customer service software helps in resolving support tickets faster than ever before. A better customer experience helps in running a smooth business.

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Benefits of customer support chatbot

1. Enhanced customer engagement experience

Chatbot platform 1

A chatbot can answer a question in seconds, while a human operator would have a difficult time doing so. Furthermore, since chatbots establish a human connection, your customers’ emotional side may react favourably to their usage of customer service. 

Suppose chatbots are developed using Natural Language Processing (NLP), Machine Learning (ML), and Artificial Intelligence (AI). In that case, they may learn from their interactions with people and increase their overall efficacy over time. 

Customers will have a more favourable overall experience due to chatbots’ increased ability to mimic human speech, allowing them to provide more accurate solutions to their inquiries.

2. Personalization for better customer relationships

Chatbot platform 2

From the beginning of a customer’s engagement with a company, chatbots may provide more personalized service. With far faster access to customer data, chatbots can tailor their interactions with people. On top of that, it has the potential to provide personalized suggestions to users.

3. Provide Support 24*7 for answering customer questions

Chatbot platform 3

One of the human assistance’s limitations is the need for an employee to be present throughout the shift. And people’s contributions varied widely in quality depending on their personalities and the conditions under which they were working. In contrast, a happy individual will be brimming with energy as they attend to their first client, whereas a weary person may only be able to deliver subpar service. Conversely, AI chatbots provide uninterrupted assistance around the clock.

4. Process automation using AI Chatbots

Chatbot platform 4

AI chatbots for customer service reduce the human expertise required for routine tasks, freeing up resources that may be directed toward more challenging endeavours. This contributes to an improvement in the efficiency of people and resources.

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5. Brand recognition with Chatbot Functionality

Chatbot platform 5

A customer service chatbot for a company may market its goods and services in addition to assisting clients with their inquiries.

Your customers will be more likely to link your brand with your chatbot if you give it a name, a personality, and even a face to go along with it. Both Siri and Alexa have been known to use this strategy in the past.

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6. Easy scalability based on customer

Chatbot platform 6

Any organization that prioritizes customer satisfaction will, by definition, need the ability to expand the number of its support staff.

At particular times of the day, your website is more likely to be accessed by a significant percentage of its overall audience. It might happen over the holidays or during the busiest moments of the day. It will be challenging to meet the additional demand while maintaining the same support infrastructure and expert staff as previously. 

You may either hire more specialized employees or invest in expanding current facilities. A chatbot eliminates the need for you to deal with such difficulties since it can manage several conversations simultaneously.

It is possible that adding a chatbot to your firm may help you enhance productivity without increasing the amount of money spent or the resources allotted.

7. Minimize customer support costs with customer service agents

Chatbot platform 7

Using a chatbot to handle customer support might save expenses by as much as 30 per cent without compromising on the quality of care.

Without increasing costs beyond what is reasonable, it can handle a high volume of tickets in a short amount of time. Conversational robots may theoretically improve themselves in a steady, automated fashion.

They take in user questions and analyze them to provide the best possible solution. Assisting Clients The chatbots’ employment might benefit both organizations and their customers. They are here to stay and make working with a business far more enjoyable and fruitful for the customer.

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They’re rapidly becoming a must-have component of any serious approach to customer service.

How Does Chatbot Work in Customer Service?

Many different kinds of chatbots are available to your company. From the user’s point of view, they may all seem identical. 

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However, there might be a lot happening simultaneously behind the scenes. It’s very uncommon for businesses to have their teams of people set up and oversee chatbots to handle customer care inquiries.

It’s reasonable to assume that not everyone has the coding expertise necessary to pull anything like this out. Many different kinds of support chatbots utilize a third-party system or API. This feature allows chatbots to be implemented with zero coding. 

Systems like this one, which can be set up in minutes and need nothing in the way of technical expertise, have primarily supplanted the “build your own” approach. There are, however, two major categories of chatbots that may be used for customer service.

Whether creating your first chatbot or using a customer service solution, you should be acquainted with these groups.

1. Scripted chatbots for customer

The interactions with scripted chatbots are limited to those programmed into the bot beforehand. Conversely, these chatbots only comprehend what your consumers enter if they are precise keyword matches. This, as you would expect, aids in keeping conversations with clients brief and focused.

‍2. AI Chatbot Platform

Virtual agents powered by artificial intelligence mimic human chat hosts more closely than any other agent. They respond far more naturally and intelligently in a two-way dialogue. Virtual Agent uses machine learning and natural language processing (NLP) to decipher customer questions rather than relying only on scripted replies. Consequently, these bots can process more inquiries in less time.

Conclusion: Boost your business with Customer Service Chatbot

AI-driven chatbots revolutionize customer service by offering rapid, cost-effective assistance, while upcoming advancements empower them to understand context and emotions for enhanced user engagement.

Why delayed response to your customers, when you can be there with them all time? Customer Service Chatbots help in elevating your business with faster customer query resolution.

Make Chatbot your business partner that helps you manage your customers and queries without being online 24*7. Stay connected with your customers every day and all time.

Gaurav Nagani
Gaurav Nagani
As Founder & CEO of Desku.io, Gaurav has made a distinct mark in the customer support and ai bot field. His commitment to AI-enhanced solutions and his industry experience have been instrumental in modernizing customer service.

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