Due to the pandemic and the rising cost of living, many people have been calling their local councils’ call center to ask questions. These local residents rely on these services to find out about support packages, covid update, and council tax rebates.
Due to the pandemic and the pressure that it places on local governments, many councils are now turning to AI chatbots in order to alleviate the pressure on their call center. This move is a long time coming, and it is being widely supported by Gen Z and Millennials.
Due to the increasing number of people who are millennials and Gen Z, the demand for call center services has become more prevalent. According to a study, most of these individuals prefer to avoid calling the call center due to how it takes too much time.
To keep up with the demands of today’s consumers, local governments need to implement AI chatbots in their call centers so that they can provide round-the-clock customer service. They can be used on various platforms such as web, WhatsApp, and even a smart speaker.
AI chatbots are becoming more prevalent due to their various advantages. In this article, we’ll discuss four reasons why AI chatbots are vital for your digital roadmap in 2023.
1. Automate Common Inquiries
Instead of going through pages of information to get an answer to a simple query, people can ask a chatbot an easy question and get an answer right away. According to studies, this technology has the capability to answer over 80% of the questions that people ask. This eliminates the strain on your customer service staff and allows them to focus on more complex inquiries.
2. Routing Conversations
Not everyone likes to interact with a robot. Also, not everyone questions should be addressed by a chatbot. Having a chatbot that can complement your existing live chat solution is very important.
If a chatbot steers the conversation in the wrong direction or if the user has specified an emotive or complex question that requires a human response, then you can easily transfer the conversation to another agent who can handle it. This eliminates the need for the user to repeat the question and helps reduce the AHT of your customer.
3. Obtain Detailed Information And Insights
The data and analytics of a chatbot platform are at the core of its operations. These include the number of questions that were asked, the types of questions that were asked, and the conversation dropout rates. With this data, councils no longer have to manually analyze reports to identify issues and trends. Instead, they can get instant insight into their interactions.
4. Avoid Information Silos
According to studies, over half of organizations have silos within their customer experience division. This can lead to issues with inconsistent messages being sent to customers and lengthy delays in getting answers from the service agents. This can also affect the reputation of the organization.
With a chatbot platform that’s low-code, employees can easily input their knowledge and share it with other workers, who can then find it in a central knowledge base. This ensures that all customer service agents have the necessary information.
You Can Start Building Your Chat Bot Today
With our SocialMate platform, you can start building your first Boot Screen simply and easily, without any special skills or software knowledge. You can start by looking at Docs from here that will take you step-by-step until you succeed at the Boot Chat work that’s right for you!