Due to Globalization and the rise of the Digital Economy, as stated in the blogpost of Coach Bong:
"Humans want answers quickly, all the time. They don't care if its 3 am in your part of the world or even if it is a holiday. If your office is closed and does not respond, then you lose."
Gone are the days where callcenter agents could cater to every single inquiry of their growing customer base nor the effectiveness of hotline or 1-800 numbers for concerns. This is where the use of Chatbots come into the picture of every business.
A chatbot is an artificial intelligence software powered by machine learning through the use of keywords that can engage in human-like conversations. Chatbots are available 24/7 and this is via chat interface.
A sample would be Shopee PH's Chatbot "Pixie."
As seen in the image below, Pixie first offers a list of the general topics such as:
Return/ Refund
Order and Shipping Status
Others
Under Others, I opted to ask "How to top-up my ShopeePay?" simply by just cliking that question. After there was an insightful article that gave a step-by-step process on how to load my ShopeePay wallet. However, if you have more inquiries and wish to address them, simply answer "no" to Pixie and you may consult with a live customer Shopee customer agent.
As seen, the use of the Chatbot helps filter out the easy, addressable and frequently asked questions of the consumers to lessen the consumers' concerns that need human intelligence to resolve.
Nowadays, a chatbot is chosen over a mobile app as the way forward for businesses today.
Due to the following reasons:
Chatbots offer benefits that will delight customers through its simple and fast responses and also result in cost savings (cheaper than mobile apps and human overhead wages). They bring about a human touch on areas where human-like interaction is expected. Also, installing and designing a chatbot can take as easy as an hour.
Sooner or later, on an average day, we would be talking to more bots than with humans.
Stay Tuned & Stay Hungry!
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