Support chatbot

The operational benefits of support chatbots.

A support chatbot is software that can mimic human speech. It relies on artificial intelligence (AI), natural language processing, and machine learning to understand what people are saying to it, respond appropriately, and get smarter over time.

Organizations have been implementing support chatbots on their own websites and apps as well as popular messaging apps, such as Facebook Messenger, mostly in a customer service capacity. Support chatbots can perform functions like answering questions, setting appointments and taking orders.

The potential operational benefits are numerous and include the following:

Ability to handle 100s of contacts simultaneously

Support chatbots are an efficient method of customer service because they can handle large numbers of simultaneous interactions, something that would be expensive to scale using live agents. This is especially beneficial for one-off events, like promotions that drive a lot of website traffic.

Ability to provide 24/7 support

Not all businesses are equipped to provide 24/7 support with live agents. Support chatbots enable this capability. The bots may not be able to resolve all of the customers' after-hours issues, but they can at least reassure them that a live agent will be able to help them at 7:00 the next morning.

Allows agents to focus on more complex interactions

Support chatbots will typically pick off the easier issues, leaving the more high-value contacts for the live agents to handle. This is a more efficient use of labor, plus some agents will love the challenge.

Cost savings

Support chatbots automate tasks like making hotel reservations and providing order status. Theoretically, every customer interaction handled by a chatbot represents one that didn't have to be handled by a live agent, leading to labor cost avoidance. Juniper Research predicts that certain major industries will realize combined annual savings of $8 billion due to chatbots by 2022.

More consistent chat experience

A support chatbot is never in a bad mood, doesn’t misspell words, and never accidentally leaves a customer hanging, unless you program it that way (wouldn't recommend that, although a cranky chatbot might be kind of fun). Eliminating the human element has its drawbacks, but it also has some benefits. It makes it easier to create a more consistent, branded experience.