Introduction of Chatbot and its benefits

It is the computer program which stimulates the human conversation through text or voice command or both. It is an artificially intelligence which can be used through any major messaging applications. It is used in booking a flight or making a purchase. They allows more flexible response to the user’s questions by using the artificially intelligence. Today’s chatbot have become priceless tools for customer service operations. Some of the benefits of chatbotcustomer service which mainly includes like;

24/7 customer service- The team can be maintained so that they take care of the customer at all hours but customers needs may arise outside of business hours which can be very costly. To get a relief from a major problem you can get the answer at any time because frustration may arise sometime when answer are not addressed immediately. 

Resolution speed- A chatbot provide quick response to their customer. Even in the major problem they firstly focus on the critical step in finding the solution to customer problems.

Instant response- every customer wants to be instant response, customer do not like to wait for help without keeping in mind the cost factors of live team. Chatbot are the first point of contact because they reduce the customer frustration and fulfill their need as per their requirements.

Language support- chatbot care center handle thousands of customer daily in multiple languages. They can’t work with few languages, but they can even understand different intents which make them versatile.

Data gathering opportunities- Chatbots provides consistent response which can be used to test the customer responses without bias. They have ability to gather analytical and can be trained to do on the spot because for people, it is hard to remember every part of their conversation.

Reduced IVR frustrations- IVR is the interactive voice response which is used by the customer during their phones calls. Having to listen to the menu and being unable to get a personalized response which produces frustrations. But chatbots can fully replace outdated systems which help in reducing the IVR frustration.

·         Less customer stress

·         Consistency and Accuracy

·         Better self service

·         Final consideration

PREDICTIVE DIALER

In calls centers , where outbound calls are focus, a predictive dialer is the fuel that keeps the running business because they increases the average talk times, sales numbers, agent productivity, and customer satisfaction. They use statically data to help predict how many numbers need to be dialed so that all the agents are always in an active cell. They works by dialing numbers while agents are still in the call, often initiating more calls than the number of free agents on the line. Collection auto and predictivedialing are used in call centers which predicts the right time when the customer will be most responsive to the calls. Predictive dialer can be divided into two sub groups which mainly include Static and Adaptive. They help to improve productivity of agents and rid from the manual dialing and generally providing the 24/7 customer support.