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Chat Bots Remove Need for Human Repetition

Jon Molina, Ytel |  
Chat bots can help automate tasks that need to be done frequently and at the right time. For humans, doing the same tasks repeatedly can often lead to boredom and eventually error. Chat bots, on the other hand, are designed to complete tasks successfully, whether they are repetitive or not. 

For humans, doing the same tasks repeatedly can often lead to boredom and error. Chat bots, on the other hand, are designed to complete tasks successfully, whether they are repetitive or not.

The goal should be to use customer service chat bots to help take the demand away from agents, automating the answering of repetitive, frequently asked questions. Artificial intelligence will only improve as we streamline chat bots' current capabilities and expand from there. 

In many cases, questions asked by customers have typically been asked before. In situations like this, a chat bot is able to immediately respond to customers' questions, while reducing the workload on customer service agents.

Instead of replacing humans, bots can free up the time of call center agents and allow them to add more value for customers and the business.

What can chat bots handle?

  • Items related to:
    • Hours of operation, basic product/ service questions
    • Company policies
    • Basic troubleshooting 
    • Connecting customers with a human 

Machine learning platforms only work on repeatable tasks that a person trains them to handle. A chat bot can't handle novel scenarios that require out-of-the-box thinking.

Overall, this plays an important role in the sales process by following up on low priority leads that the company's BD reps don't have time to focus on. 

THE AI BLEND

Companies should strive to build a strategy that successfully blends both chat bots and humans in a way that is beneficial to both the customer and the business. As a duo, efficiency and productivity on the business side can increase ten-fold.

"The customer does not really care whether the bot's behavior is 80% human-like or 100% human-like, as long as the intent is very well understood and the response is personalized and accurate [for] an end-to-end experience."

"The biggest value that can come out of this is [the understanding that] machines are making humans smarter and humans are making machines smarter."

This article was originally posted on SearchCRM and was adapted with our findings and opinions.New Call-to-action

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About The Author

Jon Molina, Ytel

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Jon is one of our all star Engineers here at Ytel, where he specializes in Linux. He's passionate about technology and is always looking to learn and work with new tech, and enjoys sharing his findings with others.


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