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Businesses in the 21st Century are constantly looking for ways to improve. They want to save costs, automate processes, and offer better customer services. So it is no surprise that you see more and more businesses adopting chatbots since they do all three. Chatbots automate specific parts of the customer service process. They can be programmed to answer simple queries and can do so at any time of day. And they keep improving, which is why the ones on Charter Spectrum Customer Service offer such great support. But to what extent are chatbots being used? What industries use them the most? How successful are they? Read on to find out.
Why Businesses Opt for Chatbots
Over 60% of global digital consumers have interacted with a chatbot at one point or another. By the end of 2020, experts estimate 80% of human to business interactions will be handled by chatbots. Roughly 40% of consumers are indifferent to whether they are served by a human or a chatbot, provided they are served satisfactorily. Chatbots can on average handle up to 80% of basic routine questions, saving you the need for full-time, around the clock customer support. This in turn saves you nearly 30% in customer service costs every year.
What Do Consumers Think About Chatbots
A significant majority (roughly 67%) of global consumers have at least had one interaction with a chatbot during their digital lives. Among consumers who have interacted with chatbots, a significant 95% believe that customer service stands to benefit the most from chatbots, thanks to their ability to offer 24/7 support. However, less than half of modern consumers are indifferent to being served by a chatbot or a human worker. They are focused on the end result and will go with whatever works better.
The Biggest Benefits To Customers
The biggest benefit chatbots offer to customers is 24/7 support. A chatbot can field routine questions at any time of the day. It does not need to work in shifts or take breaks. It also ensures consumers get an instant response whenever they try to interact with a brand. It can answer routine questions on its own so there shouldn’t be a delay when you stay within the parameters the chatbot is designed for. Chatbots make for easy communication between brands and consumers. Any query that the bot can’t handle can be taken over by a human almost seamlessly. With consistent messaging, chatbots ensure all customers get the same friendly welcome.
The Most Common Consumer Uses of Chatbots
Consumers have adapted quickly to the use of chatbots over the past few years. They use them for a variety of reasons, which can include:
- Getting fast answers in an emergency.
- Paying bills.
- Solving a problem or complaint.
- Getting connected to a human customer service agent.
- Making reservations.
- Getting detailed information on products and services.
- Buying basic items via chat.
All in all, even with limited functionality, chatbots have a variety of use cases. As the technology governing them improves, we may see even more uses accruing.
The Industries That Have The Most AI and Chatbot Penetration
The online retail industry has perhaps the most intensive penetration of AI technology like chatbots. Given the booming nature of industry leaders like Amazon and AliBaba, this may be a step in the right direction. The healthcare industry has also integrated AI into its operations such as interactions with patients or customers. Financial services and banking industries have seen a significant increase in AI and chatobot use to offer 24/7 customer service. This is something that would have otherwise been impossible in conventional financial institutions.
The telecommunications industry has seen some of the most extensive deployment of AI and chatbots in customer service. Spectrum internet service provider has chatbots implemented on its website. This allows providers to offer around the clock support. Even if something serious arises, the customer doesn’t have to keep calling to repeat the complaint. The chatbots can alert the day staff in case the provider does not run customer service around the clock.
