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Chatbots - Innovation in the Customer Service

Dreams of an AI which would facilitate communication between people and computers, applications and devices have been alive for tens of years. There are numerous films and books on the subject, depicting the future where artificial intelligence will be an everyday standard for humans. Today, engaging in a dialogue with a computer application does not turn heads anymore. One such programme, which is becoming ever more widespread in our lives is the Chatbot.

Chatbot is a programme based on rules and use of AI. Its objective is to hold a conversation with a human, using natural language via popular messaging platforms, such as Messenger, WhatsApp, Skype, Viber, mobile applications or via a telephone.

Customer service is an area where the application of Chatbots is most prevalent. Use of such a programme in the role of a virtual assistant brings a number of identified benefits for both parties.

How Does a Virtual Assistant Help?

Chatbots come with numerous possibilities, which ultimately help customers to get to know a given company and its products. They are a new and effective channel for permanent communication with current customers. They are also an appropriate tool for acquiring new patrons.

In terms of availability, bots have a profound advantage over customer service employees, as the application is active 24/7. A chatbot does not sleep, does not go on holidays, does not call in sick, get tiered and is able to answer customers' questions even when the customer service department is closed. The opportunity to contact a company 24/7 is a definite image booster and improves brand trust.

One of the main tasks of a Chatbot is answering customer queries, however the bots can also be used for:
  1. Booking a doctor's or hairdresser's appointment
  2. Hosting games or game shows
  3. Sending personalised information (in the form of a newsletter)
  4. Drumming up sales by providing product information
  5. Determining location
  6. Helping in the recruitment process
  7. Negotiating prices
These are just some examples of areas where bots may be used successfully. Their capabilities are much broader.

Despite their numerous strengths, currently Chatbots are not able to entirely replace customer service staff. However, they are excellent at supporting humans, helping with responding to routine, frequently asked questions. A conversation is handed over to a human member of staff only in necessary and justified cases.

Modern companies, looking to significantly improve customer service and reduce costs often opt for bots, with their practically unlimited possibilities. Specialists estimate that by 2020 90% of customer - business interactions will not involve the so called human factor. Just as with all other technical innovations which have been changing people’s lives over the years, there are also those who are sceptical. In this case there are fears that bots will take jobs away from people, as they are more apt, affective and certainly cheaper. Are these justified? Only the future will tell.