As we are moving to the world of digitization, one of the biggest questions that arise especially before the customer support team and business is whether the AI-based chatbots are friends or foes? With the development of technology and the widespread use of chatbots, a certain amount of uncertainty is been seen among the support team.

BENEFITS OF USING CHATBOTS

The potential benefits of chatbots to are:

Removing the repetitive tasks

One of the biggest benefits of using the chatbot is that the tasks that are repetitive in nature can be shifted to the bot. This will free the customer support executive and allow them to get involved in more valuable and skill-building activities.

Better analysis of customer data

A human cannot analyze the customer data on a real-time basis. Using the chatbot, a business can ensure the real-time analysis of the information which allows the customer support to offer the customized and personalized solution resulting in better sales.

Reduced wait-time, higher satisfaction

One of the biggest benefits is a reduction in the wait time of the customer leading to higher customer satisfaction. Using the chatbot, primary queries can be resolved quickly giving time to customer support to handle more crucial queries.

24*7 support without the hassle

Customers today look for 24*7 support services. This is not possible with customer support solely as it would demand a high base of the support team, shift working, and continuous training. Using the chatbot business can stay connected with customers.

POTENTIAL RISKS OF CHATBOTS

Now let us look at the potential risks:

Inability to recognize speech and reflect empathy

One of the biggest risks of using the chatbot is that it is unable to recognize the speech and reflect empathy. This lack of human touch is not liked by few customers.

Reduced need of shifts

As the use of chatbots is increasing, the need for shifts can be reduced allowing the time for the customer support to relax.

CHATBOT: A FRIEND OR FOE

Now, the question that remains here is whether the chatbot is a friend or a foe. Even though chatbots are being used in every field, one can be assured that it is not going to cause any negative impact on the jobs. Chatbots work in collaboration with the customer support team. When a question is unable to be answered by the chatbot, it is shifted to customer support.

 In short, the chatbot is a friend of business and customer support.