SYS-CON MEDIA Authors: Pat Romanski, Gary Arora, Zakia Bouachraoui, Yeshim Deniz, Liz McMillan

Blog Feed Post

How Chatbots Reduce Customer Service Costs and Help to Streamline Business Processes

Though self-aware robots taking over the world has been a running theme in many a Hollywood movie, the AI-related technologies have been nothing but beneficial for us so far. Chatbots, in particular, have become a necessity for business strategies; they are now an integral part of consumer engagement, customer service, sales and lead generation for many companies around the globe.

Today, we’ll discuss what lies behind the technology’s sudden popularity. We’ll talk about why companies, of different size and business origins, adopt and eagerly seek new ways of using this conversational software.

So, What Good Can Chatbots Do for You?

What Good Can Chatbots Do for You

# Accept orders

In addition to providing basic info about a vendor, chatbots enable clients to post orders within a messaging app, without their having to enter a store’s website. These virtual assistants, therefore, can turn Messenger, Skype, or another popular messaging app, into an additional, robust revenue generation channel.

# Give advice to your online buyers

Using chatbots is especially relevant in the context of e-commerce. They can get clients acquainted with your store’s policies, notify them when a certain item is out-of-stock, describe the way your delivery works, etc. As of today, that is how most online stores prefer to use the chatbot technology.

But there’s room for experimentation, too, and H&M, one of the world’s most prominent clothing retailers, has demonstrated that unorthodox application of conversational technology can be highly effective. The company’s bot, that lives inside the Kik messaging app, has been programmed to function as a style guide (on top of being a responsive FAQ-section) that also offers products to shoppers based on their tastes, which it knows how to ascertain. H&M has thus manufactured a virtual quasi-salesperson that’s highly efficient, doesn’t sleep, stall, or ever get tired.

Next, the experts say, e-commerce chatbots will become equipped with advanced data mining functionality. They’ll be able to gather clients’ SM data, dig through old info about them, and, based on that research, come up with tempting, personalized offers for each prospect.

# Upgrade airline support services

Airline support agents are often bombarded with low-priority tasks which an inexpensive, inelaborate chatbot could resolve within seconds.

From fulfilling informational queries to helping clients clinch the best deal to guiding them through the booking process, bots can take on, and, thus, streamline most routine tasks the agents are assigned to do.

The technology can be taught to interact fluently in different languages. It can facilitate check-ins, provide access to travelers’ flight information and, overall, render instant, 24/7 support services across various channels.

Chatbots can free up human agents to focus exclusively on the intense tasks (thus saving companies’ money) and execute efficiently all the easier ones. They can help deliver a new, high-quality support experience to clients: one that resonates long after a flight is over and, ultimately, converts clients into brand advocates.

# Help out with medical issues

In the health industry, too, there are thousands of basic questions that do not really require the full attention of a doctor, yet still have to be answered to give patients a peace of mind.


Chatbots can be programmed to recognize common symptoms and disperse simple medical advice.
Click To Tweet


Chatbots can be programmed to recognize common symptoms and disperse simple medical advice. They can also provide access to one’s cumulative medical data, let patients refill prescriptions, pay bills and get ahold of exactly the right physician to treat the symptoms they’re experiencing.

But it’s not just the personalized patient care that the technology can enhance; the bots can come in handy for doctors as well. For instance, they can remind a physician of properties of a certain drug, of its side effects, correct use during pregnancy, and of all the possible alternatives they could prescribe.

How do Chatbots Save you Money?

What Good Can Chatbots Do for You

Customer service costs a lot.

Most small businesses and enterprises that, at times, receive thousands of informational requests a day still chose to address them via a phone line. Hence, they pay a fee for a toll-free number, which is no inconsiderable one, and still leave many clients infuriated. Hold time, wait time, disconnects – these, along with other phone support attributes, are notoriously maddening. Chatbots, however, can reduce the need or replace completely the outdated voice support with real-time communication.

Related: Perfectial helped Clickatell build Touch – a chatbot that allowed the firm to achieve a 60% reduction in support expenses. Find the case study here.

Besides, an operator on the line, no matter how competent, is never as efficient at finding necessary materials – pulling appropriate articles for clients from a company’s knowledge base – as a script could be. Thanks to the latest advancements in AI, chatbots can recognize immediately client’s’ intent (when an issue they’re are getting at is simple) and either refer them to an appropriate section of your company’s website, so they read the needed info, or guide consumers through a problem by giving instructions in a chat window, in a form of informal talk.

According to the report by the UK-based Juniper Research, chatbots are estimated to help companies save $20m, in total, by the end of 2017. And in 2020, this number is expected to exceed $8 billion.

Chatbots Infographic
Source: Juniper Research

The paper claims also that companies in the healthcare industry will benefit especially from adopting chatbots, as well as financial institutions. By 2020, it predicts, the success rate of humanless interactions will amount to 75% in the medical sector, while in banking – it may rise to the astonishing 90%.

It is obvious at this point that any company that strives to remain competitive should already be investing in AI-powered conversational technologies to enhance its call center and support department.

Customers now, in the digital age, have no tolerance toward delayed responses; they’ve come to expect instant service that’s accessible across any device or platform, anytime.

Chatbots are the means by which firms can fulfill clients’ high expectations.

Summing up


Cheap to make, chatbots would become a valuable addition to any firm’s customer service toolset
Click To Tweet


Cheap to make, chatbots would become a valuable addition to any firm’s customer service toolset; one that can boost business outcomes by streamlining support and sales procedures, and one to widen a company’s reach by engaging millions of people that use messaging apps.

Already bots are redefining the consumer industry as we know it and in the future, it looks like, they might just become indispensable. For clients’ and for businesses alike.

Would you like to hear more about the benefits chatbots can bring to your business? Or maybe you’re puzzled about how to implement them?

Contact our expert to get your questions answered.

The post How Chatbots Reduce Customer Service Costs and Help to Streamline Business Processes appeared first on Perfectial.

Read the original blog entry...

More Stories By Rostyslav Demush

Ross Demush is a digital marketing specialist at custom software development company Perfectial, a leading provider of web & mobile development services, specializing in FinTech, Real Estate, Media & Entertainment & eLearning.

Latest Stories
Every organization is facing their own Digital Transformation as they attempt to stay ahead of the competition, or worse, just keep up. Each new opportunity, whether embracing machine learning, IoT, or a cloud migration, seems to bring new development, deployment, and management models. The results are more diverse and federated computing models than any time in our history.
On-premise or off, you have powerful tools available to maximize the value of your infrastructure and you demand more visibility and operational control. Fortunately, data center management tools keep a vigil on memory contestation, power, thermal consumption, server health, and utilization, allowing better control no matter your cloud's shape. In this session, learn how Intel software tools enable real-time monitoring and precise management to lower operational costs and optimize infrastructure...
"Calligo is a cloud service provider with data privacy at the heart of what we do. We are a typical Infrastructure as a Service cloud provider but it's been designed around data privacy," explained Julian Box, CEO and co-founder of Calligo, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Isomorphic Software is the global leader in high-end, web-based business applications. We develop, market, and support the SmartClient & Smart GWT HTML5/Ajax platform, combining the productivity and performance of traditional desktop software with the simplicity and reach of the open web. With staff in 10 timezones, Isomorphic provides a global network of services related to our technology, with offerings ranging from turnkey application development to SLA-backed enterprise support. Leadin...
While a hybrid cloud can ease that transition, designing and deploy that hybrid cloud still offers challenges for organizations concerned about lack of available cloud skillsets within their organization. Managed service providers offer a unique opportunity to fill those gaps and get organizations of all sizes on a hybrid cloud that meets their comfort level, while delivering enhanced benefits for cost, efficiency, agility, mobility, and elasticity.
DevOps has long focused on reinventing the SDLC (e.g. with CI/CD, ARA, pipeline automation etc.), while reinvention of IT Ops has lagged. However, new approaches like Site Reliability Engineering, Observability, Containerization, Operations Analytics, and ML/AI are driving a resurgence of IT Ops. In this session our expert panel will focus on how these new ideas are [putting the Ops back in DevOps orbringing modern IT Ops to DevOps].
Darktrace is the world's leading AI company for cyber security. Created by mathematicians from the University of Cambridge, Darktrace's Enterprise Immune System is the first non-consumer application of machine learning to work at scale, across all network types, from physical, virtualized, and cloud, through to IoT and industrial control systems. Installed as a self-configuring cyber defense platform, Darktrace continuously learns what is ‘normal' for all devices and users, updating its understa...
Enterprises are striving to become digital businesses for differentiated innovation and customer-centricity. Traditionally, they focused on digitizing processes and paper workflow. To be a disruptor and compete against new players, they need to gain insight into business data and innovate at scale. Cloud and cognitive technologies can help them leverage hidden data in SAP/ERP systems to fuel their businesses to accelerate digital transformation success.
Concerns about security, downtime and latency, budgets, and general unfamiliarity with cloud technologies continue to create hesitation for many organizations that truly need to be developing a cloud strategy. Hybrid cloud solutions are helping to elevate those concerns by enabling the combination or orchestration of two or more platforms, including on-premise infrastructure, private clouds and/or third-party, public cloud services. This gives organizations more comfort to begin their digital tr...
Most organizations are awash today in data and IT systems, yet they're still struggling mightily to use these invaluable assets to meet the rising demand for new digital solutions and customer experiences that drive innovation and growth. What's lacking are potent and effective ways to rapidly combine together on-premises IT and the numerous commercial clouds that the average organization has in place today into effective new business solutions.
Keeping an application running at scale can be a daunting task. When do you need to add more capacity? Larger databases? Additional servers? These questions get harder as the complexity of your application grows. Microservice based architectures and cloud-based dynamic infrastructures are technologies that help you keep your application running with high availability, even during times of extreme scaling. But real cloud success, at scale, requires much more than a basic lift-and-shift migrati...
David Friend is the co-founder and CEO of Wasabi, the hot cloud storage company that delivers fast, low-cost, and reliable cloud storage. Prior to Wasabi, David co-founded Carbonite, one of the world's leading cloud backup companies. A successful tech entrepreneur for more than 30 years, David got his start at ARP Instruments, a manufacturer of synthesizers for rock bands, where he worked with leading musicians of the day like Stevie Wonder, Pete Townsend of The Who, and Led Zeppelin. David has ...
Darktrace is the world's leading AI company for cyber security. Created by mathematicians from the University of Cambridge, Darktrace's Enterprise Immune System is the first non-consumer application of machine learning to work at scale, across all network types, from physical, virtualized, and cloud, through to IoT and industrial control systems. Installed as a self-configuring cyber defense platform, Darktrace continuously learns what is ‘normal' for all devices and users, updating its understa...
Dion Hinchcliffe is an internationally recognized digital expert, bestselling book author, frequent keynote speaker, analyst, futurist, and transformation expert based in Washington, DC. He is currently Chief Strategy Officer at the industry-leading digital strategy and online community solutions firm, 7Summits.
Addteq is a leader in providing business solutions to Enterprise clients. Addteq has been in the business for more than 10 years. Through the use of DevOps automation, Addteq strives on creating innovative solutions to solve business processes. Clients depend on Addteq to modernize the software delivery process by providing Atlassian solutions, create custom add-ons, conduct training, offer hosting, perform DevOps services, and provide overall support services.