Publish date:

• 9th October, 2023

Every so often when we browse websites, a pop-up surfaces on the right bottom of the screen. It will ask if you need any help or assistance.  This is a chatbot. A chatbot is defined as a computer program that replicates human conversation via voice or text communication and is used to solve problems. Companies use chatbots deployed by Salesforce Platinum Partners to deal with clients along with the existing client service channels such as phone, email, and social media. The popularity of chatbots is rising say Salesforce Platinum Partners. In companies, businesses leverage chatbots to increase agent productivity & efficiency in many ways. Chatbots deployed by Salesforce platinum Partners provide service teams with the information they need quickly, serving up relevant resources even as the customer conversation changes. Chatbots also speed up self-service options for customers and resolve common issues such as checking claims status, modifying orders, and answering billing questions.

Chatbots are addressing the following customer service tasks as per Salesforce platinum Partners:

• Simple data gathering 

• Case classification and routing

• Suggestions for next-best actions

• Transcription of client engagement

• Seeking client feedback

Below are the ways chatbots are enhancing customer services:

• Lowering the client wait time. Chatbots lower the duration clients spend waiting in the queue. Simple queries are replied to quickly in a chat window and not waiting for an email, phone call, or any other form of interaction.

• Address support cases. Chatbots are a firm’s best bet to instantly address support cases. They address simple & mundane queries for clients to their satisfaction and can do repeatedly without fatigue or boredom. Therefore, fewer cases come to the support team/desk for resolution say Salesforce Platinum Partners.

• Direct them to concerned teams or people. The chatbot greets visitors and then directs them to the right team for quick resolution, to everyone’s satisfaction.

• The customer services team can focus their time and energy on high-value tasks and queries. This is where the human agents can make a difference and keep customers happy with their work.

• List business prospects. AI-powered chatbots enable open conversations for the service team by managing the support interactions with a client / lead in the beginning.

A popular strategy for saving human agents of high-volume, low-complexity cases is deflection state Salesforce Platinum Partners, which means how quickly automated resources can address client demand.  AI chatbots deliver great potential in the domain of increasing customised experiences. Customisation is improved as they are able to understand clients and use AI to forecast future courses of action.

Future trends of chatbots in customer service as per Salesforce Platinum Partners:

• AI and chatbot technology will continuously change and deliver talk-to-text user experiences.

• Top service teams will design AI chatbots to support human agents & provide superior 24x7 client service support.

• Omnichannel support will be on top, with superior AI-powered chatbots forging a path

• Audiences will buy more goods & services with automated payments made through the chatbot.