With technology such as natural language processing (NLP) and conversational AI, businesses are now able to provide chatbots that customers and employees can text as they would a human. Chatbots are helping customers to find information on a company’s website, saving them the frustration of navigating complex menus, and saving businesses the cost of a call to support. They’re also being used to help guide employees through training and onboarding tasks, reducing the cost of new hires. Additionally, self-service customer support portals are being developed so customers can access their account data and answer their questions quickly by looking it up in a knowledge base or asking a community of similar customers in forums.
In the field of healthcare, chatbots could revolutionize the patient experience by diagnosing basic symptoms without the assistance of a nurse or doctor, as well as making it easier to discuss issues that can be uncomfortable to bring up in-person.
In addition to saving costs, chatbots and self-service portals allow businesses to record customer issues more accurately, so it’s easier to identify trends. Unlike humans, chatbots are never vulnerable to lapses in memory or patience, and they don’t require a day off.