Table of Contents
Introduction
One of the main elements of business that has experienced significant change is customer services, and at the center of it is chatbots. These are not the simple stock questions and answers-based assistants in today’s world; these are intelligent, personified chatbots with an added capability to deal with conversational interaction.
Predicting the future, one can state that by 2025, chatbots will be an essential tool that businesses cannot accommodate without providing their consumers with an outstanding experience. In this post, we will explore some of the customer service chatbot examples that have established the benchmarks in terms of customer engagement.
What is a customer service chatbot?
A customer service chatbot is an AI-driven software solution that assists customers with their queries, offering support in real time. These chatbots efficiently use natural language processing (NLP) and machine learning (ML) to engage users in a near-human conversational tone while assisting them through various inquiries.
Today, chatbots are not limited to responding to just pre-defined queries. They are efficient at engaging in dynamic conversations to resolve complex issues. Personalized conversations are one of the standout features of these chatbots, which has been detrimental to improving customer experience in today’s dynamic market conditions.
What are the benefits of using AI customer service chatbots?
The applications of AI in customer service tremendously improve customer experience and employee efficiency or even reduce large volumes of calls. Here are some of the few benefits that come with AI customer service chatbots;
• Instant support 24/7: Customer service chatbots efficiently provide consistent service around the clock, even on a holiday, after business hours, or a time zone difference. Unlike human agents, a chatbot does not tier or need off. They can offer instant support to users with FAQs, knowledge pages, order-related issues, etc. at any time.
• Boost agent performance: A customer service chatbot is not only beneficial for customers but is a handy tool for human agents to perform better in their roles. By taking over to resolve repetitive common queries, simple troubleshooting queries, or easy order-related issues, chatbots offer ample time for agents to devote to creative activities and strategic brainstorming.
Additionally, some chatbots assist agents during live chat, helping them improve responses, correct grammatical mistakes, retrieve customer information, or summarize past conversations that help agents successfully resolve customer issues.
• Offer personalization: A chatbot is significant in offering personalized service and interaction to users. During customer interactions, chatbots quickly retrieve customer data of their previous order preferences, past communication, account details, and search behavior to customize their interaction with the user.
• Omni-channel support: It keeps track of activities happening in multiple channels may be a big task for human agents but not for an AI chatbot. A customer service chatbot can track and monitor various channels to assist and interact with users on multiple communication platforms. Chatbots ensure the interaction is consistent and structured no matter if the customer chooses to interact through chat, WhatsApp, email, or a phone call.
• Multi-language support: Often customers are at ease to converse in their native language. For anyone raising any issue, it gives them liberty to explain their inconvenience in a native language. AI chatbots are proficient in interacting with customers in their native language, which removes any language barrier and misunderstanding, resolving issues faster and more efficiently.
- • Unique brand voice: Consistent communication through every channel is essential to convey a strong and unique brand image to your customers. Chatbots help you do just that by ensuring to maintain a unique personality that resonates with your brand. It creates more engagement with the chatbot, as it portrays a human-like personality.
The top 6 customer service chatbot examples
In this section, let’s explore the top 6 commonly used customer service chatbots.
Kenyt.AI is one of the leading generative AI-powered service desks among its peers. Its core feature is to automate and streamline customer support by leveraging AI chatbots, which are efficient in handling repetitive customer queries.
Kenyt’s AI customer service chatbots create natural human-like conversations for engaging customer interactions through multiple channels of communication, like live chat, WhatsApp, emails, SMS, social media channels, etc. This multi-channel communication ensures consistent interaction at every time. Personalization brought by its chatbots provides contextually relevant responses, which improves customer satisfaction.
Kenyt’s service desk platform ensures businesses can streamline and prioritize customer issues for effective resolution. Kenyt’s features like automated ticket routing and smart response systems enable faster customer support.
Kenyt.AI is one of the platforms that leverages AI to create a better customer service experience.
If you’re receiving support tickets at volume, then all can only be successfully resolved if categorized, labeled, prioritized, and routed to the right agent.
Organizing tickets can be one of the most important ways of improving your customer service, as it will help you keep track of all the tickets while working on the most critical ones.
AI customer service tools help you automate this task by simply analyzing customer tickets and categorizing them based on pre-defined categories in your centralized ticketing dashboard. The AI tool matches the keywords from the customer query and adds to the categories tagged to with the keywords. There are various ways to categorize tickets based on the business type.
Once tickets are categorized, they are easily assigned to available agents or routed to specialized departments.
Intercom is not just a live chat for customer communications but can be described as a comprehensive customer engagement tool. Its key features are live chat, messaging, help desk, and AI automation.
It focuses on delivering customer-centric solutions that enhance the overall relationship between a business and its customers during the life cycle.
Intercom is a marketing software that can engage customers through personal messages sent across platforms such as live chat, in-app, and emails.
Intercom differs from other customer support platforms as it focuses on relationship-building with clients. It encourages timely interaction since businesses can interact with clients when they are most receptive to the messages.
LiveAgent is an all-in-one support solution with a user-friendly ticketing system, live chat, and operations tickets. This tool was developed for businesses to offer effective support to their customers.
The solution assists businesses in dealing with customer inquiries through different communication channels, such as live chat, social media, email, and phone, thus creating a unique customer experience.
LiveAgent consolidates customer conversations from multiple platforms, such as email, live chat, social media, and phone under one tab. The LiveAgent system has an automated ticketing system to track and directly respond to customer’s issues, so no request is left unanswered. The result of that LiveAgent is that they may answer faster saving the company time and money. The system also can be programmed to generate and send log messages to error-tracking systems. Accordingly, the history of the interactions is saved, allowing the company to analyze the customer’s problem in a more focused way.
Podium- One customer communication and experience platform for local businesses. Dealing with interactivity and online reputation — primarily via messaging and account review.
Podium works with businesses that enjoy a physical presence in local areas, such as retail stores, automotive dealerships, and service providers. It tackles the specific challenges in controlling customer interactions and online reputation.
Acknowledging the importance of text messaging in businesses today, it allows companies to talk to people through SMS, making it fast and easy to communicate. Podium unifies together customer interactions from multiple channels into one platform, to enable organizations to streamline conversations coming from various sources.
Drift is conversational marketing and sales but can also be used in customer service. Drift uses AI and automation to deliver real-time customer service, helping to create more meaningful and engaging service experiences. Drift AI chatbots cover a variety of customer inquiries by instantly answering queries and resolving common issues. These chatbots can also route complex issues back to human agents, creating an effortless transition.
Drift allows instant real-time messaging between customers and support agents, making interactions more personalized. Its website knowledge-based integration enables chatbots to have accurate and up-to-date information. It is used by these businesses to design customized support engagements as per customer information and acts for an enhanced and contextual customer experience.
Best practices of using a customer service chatbot
Now let’s look at some of the best practices for making the most out of your customer service chatbots;
Definitive goal
Set a clear goal for using your customer service chatbots. A chatbot can answer FAQs, queries, order-related issues, troubleshooting assistance, etc. Make sure to monitor KPIs, such as response time and customer satisfaction rate, to understand the success rate of your chatbot.
Agent handover
Ensure that your chatbot can smoothly transfer live calls to available agents when there is a complex query. It will ensure customers are supported and provided with adequate responses.
Conversational AI usage
Train the chatbot to use a natural and conversational tone that will make interactions a joyful experience for the users.
Personalized responses
Personalization during conversation is key to building connections and ensuring engagement. Allow the chatbot to use customer data, such as order history, preferences, previous conversations, personal information, etc., to personalize interactions.
Integrations
Ensure that your customer support chatbot can connect with various tools such as CRM, social media tools, or e-commerce platforms for integrated support.
Consistent chatbot training
Chatbots are as good as their training data. Make sure to check consistently and improve their responses. Chatbots should regularly be updated with product information, pricing policies, return or shipping policies, knowledge base FAQs, etc.
Collect user feedback
Customers are the best reviewers of your chatbot. Hence, ensure to collect their feedback on chatbots’ effectiveness. Consistently check these reviews to identify flaws in your chatbot and improvise them.
Privacy compliances
Do your absolute best to ensure that the chatbot complies with the data protection laws of various regions. Avoid collecting sensitive customer information unless it is necessary and required to improve services.
Conclusion
With the speed with which AI advancements are taking place in various aspects of our lives, clearly, AI customer service chatbots are integral for businesses to offer exceptional experiences to their customers. Top 6 widely used customer service chatbot examples explored in this article highlight the diverse ways that chatbots are contributing to improving customer experience.
However, as developments in AI don’t seem to stop anytime soon, we can expect many more ingenious innovations and features to be our way through chatbots. Given the rapid advancements and expectations of customers, it is essential that companies begin to implement chatbots strategically around their workflows to be future-ready.
Frequently Asked Questions
AI chatbots use natural language processing (NLP) and machine learning (ML) to comprehend and respond naturally to user queries. A chatbot can interact with users through text or voice. With recent advancements, chatbots are much more efficient at intent recognition, which allows them to provide contextually relevant responses. Additionally, they are good at sentiment analysis, which helps them frame empathetic responses that are great at engaging users.
Some of the key factors you should consider among chatbot examples are your business requirements, your target audience, customization options, scope for scalability, and features, while you are looking through chatbot examples.
Some of the best practices of an effective chatbot include: the use of clear language, a user-friendly interface, smooth agent transfer, constant chatbot training, user feedback collection, etc.
Nisha Sneha
Nisha Sneha is a passionate content writer with 5 years of experience creating impactful content for SAAS products, new-age technologies, and software applications. Currently, she is contributing to Kenyt.AI by crafting engaging content for its readers. Creating captivating content that provides accurate information about the latest advancements in science and technology has been at the core of her creativity.
In addition to writing, she enjoys gardening, reading, and swimming as hobbies.
