Will Chatbots replace people in customer support?
I believe so.
We already have experience with people being replaced with new technology. For example, human agents have been replaced with automated voice features. When you try to call some companies’ customer support, at first, you get a pre-recorded, automated answering machine which will give you options to chose from, and, more than likely, will get a reply for only some of the most frequently asked questions.
Have a more advanced question? Good luck with finding the correct number which corresponds to a live agent.
The difference between chatbots and an automated menu is that chatbots can learn, upgrade and memorize various scenarios via day to day interactions with customers.
Instead of listening to annoying, “on-hold” music with bad sound quality while waiting to be connected to a customer support agent, you can interact with a chatbot provided by the same company, and get your answers in an instant.
Why even call customer support anymore? It’s a waste of time when all you have to do is go to the business’s website or FB Messenger and ask the bot.
Chatbots are connected 24/7, so the need of being able to get, or offer, excellent customer support, at any time of the day, or night, will no longer be a hassle.
Why Are We Accepting Chatbots?
We accept chatbots because we want high standards. And, it is one of the main reasons for chatbot implementation in the e-Commerce world.
Unfortunately, humans become tired and make mistakes. Sometimes, there is a language barrier, as well. WIth chatbots, all of this is taken care of, and excellent customer service is available 24/7.
I remember, as a child, walking down the sidewalk downtown, and going from one store to the next with my parents in search of basic products that we needed.
All of that has changed with “Superstores,” such as Walmart, where we can find everything that we need while saving a lot of time as opposed to going here and there and waiting in various checkout lines. Plus, there is no longer the problem with dealing with parking the car on the street, as shopping centers offer free parking lots.
With the Internet, again, all of that has changed, as now we don’t even have to leave the comfort of our homes to shop. Thanks to technology, orders process within hours, and shipping is fast.
We are too busy, these days, and with a shortage of time in our busy lives, technology has finally we come up with a solution for saving time and doing our basic errands online.
It’s in some way amusing how we are continually simplifying our way of doing things. For example, going from an old way of shopping, paying bills, etc. to online shopping and paying bills.
And, now, web shopping is changing even more with the use of Facebook and their Messenger App where we can chat with our friends, and in the meantime, do some shopping or pay a bill, all without leaving the App.
Final Thoughts from ChattyPeople
A human vs. human interaction is still needed for resolving more complex issues that customers have, but with Artificial Intelligence-powered chatbots, things will change in the near future.
In fact, chatbot capacity to learn and advance their human behavior is a hugeleap in the IA world.
Eventually, we will all start to adjust our ways of doing things so we can accomplish full work automatization via chatbots.
If you are interested in building your own chatbot to interact with your customers via your website and even Facebook Messenger, ChattyPeople can help.
We offer a free, start up bot building platform with no coding required. Go to Chattypeople.com, today, to find out more!
Posted by Slobodan S.