Blog

Conversational AI — ensuring remote workforce performance

Conversational AI is a set of technologies that automates communication and offers human-like interactions. It is often referred to as chatbots and intelligent virtual assistants (IVA), which feature a human interface system. These AI-enabled chatbots and IVA are the most relevant approach for addressing customer needs and improving contact center management.

Chatbots and virtual assistants are augmenting and automating the customer service process by utilizing the existing resources and knowledgebase articles for answering and resolving customer queries.

Chatbots and virtual assistants are empowering organizations to eliminate repetitive & tedious tasks and maintain the customer service levels despite reduced workforce due to coronavirus outbreak. Customers today demand faster resolution of their tickets, and AI-based chatbots are proving to be a key driver for enabling an effective remote workforce.

Unlike human agents, chatbots and virtual assistants cannot be absent due to illness or other disasters like COVID-19, which can put human lives at risk. This makes chatbots and IVA an ideal and efficient solution for assisting customers 24/7 across all communication channels, resulting in enhanced customer engagement.

Benefits of offering compassionate customer service during the pandemic

The current state of uncertainty, fear, and frustration has presented companies with new risks as well as opportunities. During the time of crisis, offering empathetic customer service is an opportunity for companies to demonstrate what an organization is all about and gain a competitive advantage.

Trending Bot Articles:

1. How Conversational AI can Automate Customer Service

2. Automated vs Live Chats: What will the Future of Customer Service Look Like?

3. Chatbots As Medical Assistants In COVID-19 Pandemic

4. Chatbot Vs. Intelligent Virtual Assistant — What’s the difference & Why Care?

Positive Brand Perception:

In the COVID-19 situation, having a positive brand perception is vital to remain competitive in the market. Positive customer experience results in customers praising a brand, which also boosts employee morale.

Customer Loyalty Post Crisis:

Chatbots empower companies in personalizing customer interactions during the COVID-19 crisis to build stronger relationships with customers. These unique experiences, tailored to customer preferences, strengthen customer loyalty, and enhance customer satisfaction.

Increased Sales:

Increasing the number of new as well as existing customers will lead to increased sales and profitability. Increased profit margins boost companies to further invest in emerging technologies and expand their business.

Better Cash Flow:

The COVID-19 crisis has left organizations with disrupted cash flows. An unstable revenue stream is driving organizations to adopt chatbots for reducing their operational expenses. As chatbots are the most effective ways of providing customer service, it can reduce customer service costs and bolster the lead generation efforts.

Repeat Customers:

Consumers’ needs are paramount during this crisis and providing stellar customer service can help companies in enticing more customers. A satisfied customer can increase the number of referrals with an effective word of mouth marketing, which can further help companies to reach potential customers.

KLoBot — DIY no-code Chatbot Builder

KLoBot is a chatbot builder platform that empowers organizations to create text as well as voice-enabled chatbots and deploy across their favorite communication channels. Chatbots built on the KLoBot platform are leveraging the power of NLP and ML to better understand the customer sentiments and enhance visibility into customer behavior.

KLoBot-enabled virtual assistants are the next-generation solution for accelerating digital transformation and mitigating administrative tasks. These chatbots and virtual assistants are the most effective way to scale customer support and maintain stable resolution times during this crisis.

Chatbots designed with KLoBot simplifies the human-machine interactions and streamline business processes. These chatbots can address the routine customer queries and optimize customer service while reducing the expense of customer service operations. The coronavirus outbreak has forced several organizations to modify their call center plan and shift towards KLoBot for handling higher call volume and better serving customers.

Don’t forget to give us your 👏 !

---

Conversational AI — ensuring remote workforce performance was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Experts predict that 85% of customer interactions will be handled without human agents in 2021, the vast majority of those handled by chatbots and virtual assistants.

Why? The traditional means of servicing customers struggle to provide the type of experience that modern consumers demand. Customers now expect a faster, more engaging, and personalised level of service than ever before.

Chatbots, a subset of Artificial Intelligence, are leading the charge. Adopters are reaping the benefits. They’re engaging more customers, boosting customer satisfaction and loyalty, and increasing sales as a result. Not to mention reducing their cost to serve by as much as 30% by automating repetitive tasks.

Needless to say, you should be getting in on that action too.

Read on to find out 5 reasons why your business needs a chatbot in 2021 and how you can get started today.

Free eBook: The Future of Digital Customer Service: How to Reduce Costs and Drive Revenue. Download Now →

Contents

1: Chatbots have insanely high open rates
2: Chatbots open up new sales channels
3: Be where your customers are
4: Data, lots of data
5: Built for the future

1. Chatbots have insanely high open rates

Messaging apps are highly personal and, compared to other platforms, there’s much less noise. The more noise, the more distracted your customers are and the easier it is for them to be swayed away from your offering.

For instance, it’s not uncommon for people to have email inboxes with thousands of unread emails. And don’t get me started on social media feeds today. A simple scroll past a Facebook post and your message is never to be seen again. There’s simply less space for your message to stand out on traditional platforms

Even email marketing open rates have suffered dramatically. In 1997, email open rates were 90%. Today they’re hovering around 15–25%. Compare that to messaging channels today which deliver a near perfect 98% open rate, and you must be wondering why you haven’t got a chatbot yet.

The inevitable oversaturation of noise in new platforms is why businesses without a chatbot must start now to take advantage of this golden age.

Trending Bot Articles:

1. How Conversational AI can Automate Customer Service

2. Automated vs Live Chats: What will the Future of Customer Service Look Like?

3. Chatbots As Medical Assistants In COVID-19 Pandemic

4. Chatbot Vs. Intelligent Virtual Assistant — What’s the difference & Why Care?

2. Chatbots open up new sales channels

Chatbots make it easy for customers to make purchases.

Their responses are instantaneous and they’re available 24/7. People no longer want to wait on hold for hours on end before they even speak to a sales assistant or a customer service rep.

Email is similar, where some customers won’t receive a response until days after their enquiry was lodged. 33% of younger customers are only willing to wait for 1 to 3 minutes to get a response to queries.

If your customers aren’t getting the answers they need quickly, they’ll go elsewhere — most likely to a competitor. I’ll bet my bottom dollar that’s not the outcome you intend on pursuing.

Tommy Hilfiger is a prime example of a company that uses chatbots to create an entirely new channel to generate sales. Its chatbot helped people buy fashion directly from the runway during Fashion Week in New York City.

But here’s the good part: there was an 87% return rate for people coming back again to use the chatbot experience, and over 60,000 messages were exchanged. This newly created channel generated 3.5 times more in sales per person than any of their other digital channels.

Chatbots give businesses an extra channel to add to their armoury, driving sales that otherwise may not have happened. Can you afford to ignore such a powerful channel?

3. Be where your customers are

Speaking of channels, people don’t spend quite as much time on social media as they used to. As you may have guessed, people now spend more time on messaging apps such as Facebook Messenger and WhatsApp than they do on social networking apps.

There’s a reason why Mark Zuckerberg bought WhatsApp for $19 billion: millions of customers are highly engaged with messaging channels everyday.

Like companies that started Facebook pages early, or YouTubers who got in early and won big (mobile apps as well, the list goes on…), companies without a chatbot need to start now, or else they risk being left behind.

Not only does a chatbot automate customer service at scale to help you gain a competitive advantage, but the fast, always-on, and seamless experience they deliver to consumers is only increasing in demand.

The big question is now “Why don’t you have a chatbot?”

4. Data, lots of data

Thanks to AI it’s now easier for businesses to offer more personalised buying experiences that automatically predict what products suit your customers best.

Based on a customer’s previous browsing and purchasing habits, smart chatbots can predict what the user may be interested in next. They have the ability to suggest relevant products, tailored to the customers specific interests, and cross-sell or up-sell similar items to increase revenue — a guided selling approach that’s like having your own personal digital sales assistant — and one that doesn’t take any commission!

Over the coming years, AI will know what your customers want before they do. The more data a company has, the stronger it’s artificial intelligence will be, and the more personalised and relevant the customer experience they can offer. Amazon already has a leg up on most retailers, so businesses need to act sooner rather than later.

5. Built for the future

Future demographics are set favourably for chatbots. Each new generation spends more and more time online engaging on messaging apps. In fact, Gartner predicted we would soon be having more conversations with chatbots than with our spouse.

75% of consumers prefer messaging channels over calling if given the choice. Conversational customer service allows businesses to easily reach these customers online without fearing this channel will be displaced anytime soon.

The impact of recent global events also means more people are engaging with businesses online than ever before. While it has become the norm for younger generations to interact online, older generations are pivoting from traditional mediums to digital channels in order to connect with businesses.

Businesses must ensure their customer support processes are able to handle increasing volumes of digital-based customer enquiries. To survive, they need a more robust solution than simply adding more customer service reps into contact centres or writing countless articles for their knowledge base or FAQ pages that go unread.

Automated customer service is the solution and chatbots are here to deliver. The time to act is now.

Don’t forget to give us your 👏 !

---

5 Reasons Why You Need a Chatbot in 2021 was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

submitted by /u/coresumo [link] [comments]

Thanks to ongoing advancements in the fields of artificial intelligence and machine learning, computers can perform a growing number of cognitive tasks. As a result, businesses are able to rely on machines for critical functions once thought impossible to automate. In particular, the rise of conversational AI platforms such as chatbots and virtual cognitive agents has given organizations in a wide range of industries the ability to improve customer support and HR activities — and these platforms are only getting smarter.

Interest in conversational AI skyrocketed in 2020, as did corporate investment in machine learning platforms. This was in large part due to the COVID-19 pandemic, which forced companies in nearly every sector to find ways to do more with less. The sudden spike in customer inquiries received by banks, retailers, and airlines, for instance, exposed the limitations of human customer-support teams and the urgent need for automated capabilities. Moreover, the pandemic has altered our expectations as consumers, increasing the demand for digital-first customer experiences.

So where are we now?

A Salesforce survey conducted prior to the pandemic revealed that 62% of consumers were open to businesses incorporating AI into customer interactions. That percentage has likely increased, as have the capabilities of AI platforms. In order for conversational AI to truly become ubiquitous as a customer engagement tool, however, a few obstacles must still be overcome:

1.Detecting emotions. For starters, most platforms are still relatively unsophisticated when it comes to detecting emotions. Human communication depends as much on emotion as it does on language, and a change in tone could completely alter the meaning of spoken or written dialogue. In order to train computers to detect subtle contextual cues, product teams need troves of data containing many different human voices. Finding all that data is no small challenge.

Trending Bot Articles:

1. How Conversational AI can Automate Customer Service

2. Automated vs Live Chats: What will the Future of Customer Service Look Like?

3. Chatbots As Medical Assistants In COVID-19 Pandemic

4. Chatbot Vs. Intelligent Virtual Assistant — What’s the difference & Why Care?

2. Learning new languages. Most of the world’s population doesn’t speak English. Global organizations that hope to use conversational AI to interact with customers outside the United States would need platforms that understand not only different languages, but also various regional dialects and cultural differences. Again, this would require large amounts of multilingual speech and audio data from diverse communities and a wide range of situations (e.g., TED Talks, debates, phone conversations, monologues, etc.), and that data would need to cover a variety of topics.

3. Identifying the right voice. Training AI to detect a single speaker among a multitude of voices is another challenge, one that’s likely familiar to anyone with an in-home smart speaker such as Google Home or Amazon’s Alexa. In a crowded living room, these platforms might respond to commands not intended for them or might be unable to distinguish commands over multiple conversations. This usually creates minor frustration and perhaps some comic relief, but when business transactions involving sensitive customer data are being conducted via voice commands, it’s imperative that the AI doesn’t confuse user accounts.

Despite these obstacles, conversational AI holds immense potential for businesses of all kinds. Shaip is here to help you unlock that potential, and it all starts with data. We can provide product teams with hours of transcribed, annotated audio data in more than 50 languages. Using our proprietary data-acquisition app, we’re able to streamline the distribution of data-collection tasks to global teams of experienced data collectors. The app interface allows data collection and annotation service providers to easily view their assigned collection tasks, review detailed project guidelines including samples, and swiftly submit and upload data for approval by project auditors.

Used in conjunction with the ShaipCloud Platform, our app is just one of many tools that equip us to source, transcribe, and annotate data at virtually any scale needed to train sophisticated algorithms for use in real-world customer interactions. Want to learn what else makes us the leaders in conversational AI? Get in touch, and let’s get your AI talking.

Don’t forget to give us your 👏 !

---

3 Obstacles to the Evolution of Conversational AI was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

It is one of the first of its kind in Central Europe

You don’t have to be a superhero who sacrifices his whole life to save others. Periodic blood plasma donating takes only a few hours a month and it can have the same effect. In addition, Czechs will now receive all the necessary information about donations from a new and unique artificial intelligence voicebot. It is available on the website of sanaplasma donor centers since the beginning of June 2021.

How is the collection of blood plasma? Who do the drugs made from it help, and what conditions must donors meet? These and many other questions regarding blood plasma donation will be answered by a new digital assistant of the company sanaplasma, which operates eleven donor centers in the Czech Republic. It is one of the first solutions of its kind in Central Europe.

One of the first Czech AI medical chatbots

The solution in the form of a clever chatbot was developed by the Czech-Slovak startup Born Digital, which focuses on digitizing contact centers, in cooperation with QUANTIMA company. The main task of the solution is to provide all the needed information about the collection of blood plasma to those interested in donating, and thus save time both for them and the healthcare professionals.

“It is one of the first Czech AI digital assistants to connect healthcare facilities and their visitors. Chatbot represents a great step forward in the field, where similar solutions are not implemented much yet,”

said Born Digital co-founder Zenon Sliwka.

Trending Bot Articles:

1. How Conversational AI can Automate Customer Service

2. Automated vs Live Chats: What will the Future of Customer Service Look Like?

3. Chatbots As Medical Assistants In COVID-19 Pandemic

4. Chatbot Vs. Intelligent Virtual Assistant — What’s the difference & Why Care?

The chatbot will be waiting for donors in a visible place on the website. Thanks to modern design and artificial intelligence, communication with it is easy and pleasant.

“It will very quickly offer answers that people would otherwise have to look for on the site. You can communicate with it using preset queries, but also with your messages, which can be much more specific. Thanks to advanced technological solutions, the conversation is natural and very similar to exchanging messages with a human operator,”

described Innovation Lead Manager Born Digital Linette Manuel.

Chatbot’s duty started in June 2021

Visitors to the sanaplasma website had first met the chatbot at the beginning of June when the pilot phase of the project begins. Since the start of its’ duty, the chatbot already has all the necessary knowledge. He can answer not only all general questions about plasma donating but also questions concerning, for example, the influence of the donor’s health on the possibility of donation.

“In addition to our specialists, healthcare professionals and doctors were also involved in the preparation of the solution, overseeing the right formulation of the answers and participating in the testing themselves. Thanks to this, every information that the chatbot provides is checked by the professionals,”

added Manuel.

The new AI digital assistant not only far surpasses classic chatbots, which often require meaningless repetition of questions and provide only a few preset answers. It also has advantages over human operators.

“It can be easier for many donors to confide their details about their health to artificial intelligence than to write it to another person. The digital assistant will always remain neutral. In addition, data security is crucial to us, so we anonymize all the information obtained,”

said Jan Štěpánek, who manages the sanaplasma centers. He also adds that chatbot needs almost no personal data. Only when it is necessary to connect the caller with a doctor due to a specific question, the chatbot will ask for his name and contact.

Don’t forget to give us your 👏 !

---

An AI chatbot will advise the Czechs on plasma donation was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

The e-commerce revolution has obliterated the limitations set by 20th-century business. Subsequently, practices such as geographical zone, economic spheres, and verticals. However, It has only been possible with the advent of digital technology. Further, the new and old generations have embraced the digital form of business. On the other hand, it has led to the market for e-commerce firms to rapidly expand. Above all, the most useful tools for assisting big and small players alike are Shopify Chatbots. AI chatbots help merchant sellers feature at top ranks on Shopify. In return, It also helps their websites become more interactive, engaging, and more customer-centric. The website also improves ranking on google as well.

Advantages of using Shopify chatbots

Below are some advantages of using Shopify Chatbots:

• Firstly, Chatbots enable customers to place product orders via chat. Such a feature makes the seller profile much more interactive and thus engaging. So, it directly enhances the conversion rate.
• Secondly, AI chatbots assist customers in selecting the best products by inquiring about customer preferences. The chatbots showcase the most suitable products that meet the specific needs of the customer without the customer having to manually browse through hundreds of products. So, it saves the customer’s valuable time and makes shopping much easier.
• Thirdly, Top AI chatbots render stellar customer support service by automating the answering system for FAQs. So, customer queries are addressed in a jiffy and it leads to a more satisfied and loyal customer base. Hence improves brand visibility.

Want to see a LIVE chatbot in action, watch the video below:

This chatbot is used by one of our clients ML Delicate to engage with their customers who landed on their website.

Top 4 Shopify Chatbots

Hope you are excited to install a chatbot for your Shopify store. So, we have done the hard work already in researching which one is the best available in the market. However, the choice is yours which one to choose. Below is the list of the best and most efficient available chatbots for your Shopify store:

QuickReply.ai

QuickReply.ai is a ready-to-use conversational commerce solution for online stores. Such as Shopify, WooCommerce, Magento, etc. Soon after plugging in, QuickReply syncs information about the store’s products, inventory, coupons, customers, and orders. Firstly, It comes pre-trained with 40+ common e-commerce use-cases such as abandoned carts, order status, refunds, replacements, etc. Secondly, QuickReply can attend to more than 70% of customer queries over multiple channels (Web, Facebook Messenger, WhatsApp, etc) — All Automated. Most importantly, the rest 30% are transferred to one-inbox (for all channels) where human agents also get all the required information about the customer. Hence they can see their orders within the same panel. Nevertheless, They do not have to open multiple tabs to seek information to help the customer. This helps them to reply to their customers quickly and most efficiently.

Features

• Order via chat
• In chat payment
• Re-ordering
• Cart recovery through chat and additional channels
• CRM integrations
• Sales analytics
• Automated query answering
• Product discovery
• Additional channels such as FB messenger and WhatsApp

Limitations

• No leaving intent feature
• Post-purchase feedback

Trending Bot Articles:

1. How Conversational AI can Automate Customer Service

2. Automated vs Live Chats: What will the Future of Customer Service Look Like?

3. Chatbots As Medical Assistants In COVID-19 Pandemic

4. Chatbot Vs. Intelligent Virtual Assistant — What’s the difference & Why Care?

Gobot

Gobot offers seamless integration with your Shopify store. It also helps your customers find the perfect products within moments. But all you need to do is populate your bot’s product carousel with all the listed products on your seller account, with a click of a button. Hence boosting your sales.

Features

• Product discovery
• Easy integration with Shopify store to get products
• Revenue tracking
• Order status
• CRM integrations

Limitations

• Does not offer Order via chat or in the chat payment system.
• Does not offer Upsell and cross-selling features
• No post-purchase feedback
• Not Omnichannel

Tidio Live Chat

The live chat app enables merchants to communicate with customers easily. Moreover, Tidio chatbots and Shopify connect seamlessly to help e-commerce merchants to boost their sales.

Features

• Send targeted discounts
• Greet new and regular customers alike
• Recover abandoned carts
• Engage visitors of a specific product
• Prevent visitors from leaving the store (leaving intent feature)
• Generate leads while offline
• Notify about promotional offers.
• Provide delivery status.
• Additional channels in FB messenger.

Limitations

• Order via chat and in-chat payment system not available
• Lacks sales analytics
• More focused on live chat
• Lacks CRM integration

Relish.ai‍

The platform offers personalized turn-key solutions for retailers. It also provides the branded conversational voice-shopping meant for e-commerce retailers. It also serves its customers through popular voice assistants such as Google, and Amazon Alexa.

Features

• Automated query answering
• Cart recovery
• Product discovery
• Re-ordering
• Voice e-commerce

Limitations

• Lacks order via chat
• Lacks in chat payment
• Basic Analytics
• No post-purchase feedback system
• Not Omnichannel

Performing a comparative analysis to choose the best one for your radiant. Also, Shopify experiences can be a hassle-free way to handle your works. So, make sure to choose only the best AI chatbots to build a wide and satisfied customer base. Which in return will give you more profits and more business.

Start for FREE today and start delighting your customers.

Don’t forget to give us your 👏 !

---

Top Shopify Chatbots in 2021 | Compare AI Chatbots for Shopify was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

submitted by /u/jorenwouters
[link] [comments]

submitted by /u/No-Combination2888
[link] [comments]

submitted by /u/Botmywork [link] [comments]

submitted by /u/Disaster_Master10
[link] [comments]