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E-BIZ: Are Chatbots Replacing Humans in This Digital Age?
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Are Chatbots Replacing Humans in This Digital Age?
By Rose Salas

BT 202006 EBIZ 01As businesses push forward with innovations to improve the quality of the products or services they provide, none can compare with the radical change to the customer experience apparent in the new wave of chatbots.
 

Artificial Intelligence, or AI-powered chatbots, have helped businesses in many ways. This type of application that has become widely available allows businesses to assist customers 24/7, answer inquiries and provide support for multiple clients, and of course, there is little to no human intervention in this business process. Such an automatic response system is called a chatbot.
 

聊天机器人是否能够完全取代人类客服代表?

人工智能或人工智能的聊天机器人已经在许多方面帮助了企业。这种已广泛使用的应用程序使企业可以7*24小时全天候为客户提供帮助,回答查询并同时为多个客户提供支持。
 

What are Chatbots?

Chatbots are software applications used in messaging platforms that allow businesses to provide customer service 24/7. These computer programs are designed to simulate conversations with the client. They provide personalized responses to enquiries which are now available across multiple media used in businesses, such as SMS, online chat, and other social media platforms.
 

These are widely available for use and can be accessed whether the customer is using a desktop computer, a tablet, or a smartphone.
 

A chatbot uses machine learning and artificial intelligence (AI) to answer basic customer queries. Business owners may have the chatbot respond to enquiries such as prices, delivery time and other frequently asked questions.
 

什么是聊天机器人?

聊天机器人是在消息传递平台中使用的软件应用程序,允许企业提供7*24小时全天候客户服务。这些计算机程序旨在模拟与客户端的对话。

BT 202006 EBIZ 02Change in the Digital Age

There is always fast moving change in the digital industry as many technology developers push for innovation. An example is how online commerce expands throughout the globe. One can simply put in an order, make a purchase, and receive the package with just a few taps on your mobile device, even if the merchant is on the other side of the globe!
 

Now chatbots applications can ease the challenges that industries are facing today. With their function of supporting business teams in their relations with customers, chatbots have made online buying and selling easier and more convenient for both buyer and seller.
 

Here are some of the advantages:

• Chatbot messengers can be applied in any major chat applications like Facebook Messenger, Whatsapp, WeChat, etc. Businesses can monetize messaging by using conversational e-commerce through Instant Apps to collect job or product order details, and also in receiving payments.
 

• Because more internet users use various messenger platforms such as Facebook Messenger, Snapchat, Whatsapp, WeChat, etc., the opportunity is provided for business owners to integrate their business pages with a chatbot and through this, effectively deliver customer service.
 

数字时代聊天机器人是否正取代人类?

聊天机器人对企业有很大帮助,但不一定能取代人类客服。聊天机器人最大的优点之一是节省时间。由于聊天机器人可以快速解决简单的问题,因此企业现在有更多时间来处理更复杂的查询。

BT 202006 EBIZ 03Are chatbots replacing humans in this digital age?

Chatbots are a big help to businesses, but they don’t necessarily replace customer service agents. It’s definitely true that chatbots help customer service agents do their jobs better or provide an easier way for business owners to communicate with customers. One of the great advantages comes in the form of time saved; since chatbots resolve simple questions quickly, businesses now have more time to tackle more complex queries.
 

Here are various reasons why chatbots are now widely used:

• Automation
Chatbots online are nowadays equipped with leading industry-bot machines. Most businesses use chatbot programs and natural language processing for scale and can operate 24/7. This frees up business owners or their staff and agents for more complicated tasks that should be given priority. With chatbots, they are still able to deliver consistency in customer care and responses throughout all their platforms. In this way, their brand identity is strengthened, which is a good tool to improve their business.
 

All this is possible because businesses can automate keyword responses and trigger data-specific actions, thereby allowing customers to have answers to their enquiries as soon as possible.
 

• Analytics
Through a chatbot, one can exchange rich and structured data in a secure app-like experience within the messaging flow that is for the convenience of both merchant and buyer. One can also easily reach customers on the messaging channels they already use.
 

With the right knowledge of automatic response setup, businesses can use this tool to gain an insight into their delivery performance. Robust analytics are made available to measure, adjust, and improve areas of concern in the business.
 

• Optimization of the business
With a robust, real-time analytics dashboard, the business can gain insight into channel, agent, automation, and integration activity so that they can monitor, measure, adjust, and improve areas of concern such as customer service, purchase order handling, inventory queries, etc.
 

Since there is a real-time, bi-directional data exchange that can also be auto-generated and auto-deployed, chatbot messengers and websites are great for forms, surveys, collecting signatures, instruction wizards, account updates, rich media, data verification, responsive options and more.
 

Enhancements include having exchange-rich, personalized, structured data within any conversational interface. A chatbot provides a secure, app-like experience requiring no download or installation.
 

Here is a list of what how businesses benefit from chatbots in a nutshell:

• Engaging business in competitive marketing through being present and easily reachable across social media platforms
• Improving customer service
• Increasing customer engagement
• Monitoring consumer data and gaining insights
• Saving on costs
 

Again, although chatbots are programmed with artificial intelligence, they can't act totally as replacements for real human interaction. Unlike chatbots, human agents can handle conversations about complex purchase orders and with clients who feel frustration or confusion. Even with advanced natural language processing, a chatbot can never really help the way a human can.
 

聊天机器人在企业中的应用与发展

•通过在社交媒体平台上展示使企业参与竞争性营销
•改善客户服务
•增加客户参与度
•监控消费者数据
•节省成本
•帮助企业为其客户建立一致的品牌体验。

BT 202006 EBIZ 04Chatbots 24/7 Support

Finally, using customer service chatbots can help businesses establish a consistent, on-brand experience for their customers. It makes control of the voice, tone, and language possible that can be used in a chatbot’s responses. A consistent user experience is created.
 

With this type of tool, businesses can offer 24/7 support even after hours of operation. Chatbots can provide simple solutions, answer questions, and provide links to resources. If a query is too complex for the chatbot to handle, it can notify the client of the agents' available hours and inform them that client support will be in touch with them.
 

Advancements in artificial intelligence are redefining the customer service landscape. From automated instant messaging to providing visual searches, chatbots allow companies to better support their customers’ needs.

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