In a perfect world, there would be no need for robot chat. Legions of live agents would scale endlessly as your company’s success continues to generate demand for support from customers and clients.
In the real world, human-powered chat simply doesn’t scale at the speed required to match the modern business environment. Customers expect instant engagement after they type their question and hit the enter button – usually as quickly as 10 seconds – and they also require responses to be polite, professional, and accurate.
It’s here that robot chat fills an important role in any support strategy. Using AI services to better interact with customers is a winning formula, but only if it is properly leveraged to take advantage of its strengths while bolstering any weaknesses in your current customer support platform.
So, what’s the best way to make automated chat a success within your company? Let’s take a closer look at key points surrounding a successful AI chat deployment.
Robots on the team
One of the clearest requirements for deploying effective robot chat is integrating it as a component of an overall customer service strategy, rather than a siloed effort.
To this end, it’s important that team members at all levels of the customer support experience buy in to the role that automated chat plays in the organization. Are you using AI chat to sort customer inquiries and then route them to the appropriate support resources, be they live agents, online FAQs, or discussion forums? Is it being deployed as a front-line response service?
When embraced by a team, robot chat opens up resources to be utilized to their maximum potential, rather than saddling agents with tasks that can be more efficiently accomplished by artificial intelligence algorithms.
Robot chat across platforms
When considering an online chat deployment, the most common implementation involves web integration. There are a lot of great reasons why web chat is such a popular choice:
- Different chat strategies can be attached to high traffic, high intent pages to improve conversions
- Web pages are often an initial point of contact for customers
- Web chat is a simple enough addition to any existing IT infrastructure
Consider, however, the ever-widening avenues that individuals use to communicate with each other and the companies in their lives. Slack, Facebook Messenger, text messaging, Whatsapp, and even Instagram are now all valid points of contact from customers who are curious about a company they’ve encountered online.
Chat bots are not limited to single platform web response. They can be deployed across multiple platforms – Slack, FB Messenger, MMS – in order to fully handle communications needs. With this in mind, the need for a cross-platform chat strategy becomes clear.
Achieving your goals
A final consideration: you won’t get the most out of any robot chat scenario unless you understand exactly why you are implementing it. At the same time, as mentioned above, your team won’t be able to leverage it properly if they don’t understand how it helps them do their jobs.
When asked why AI-powered chat is on the table, IT executives will often point out how automation can reduce costs. This is perfectly understandable as a driving factor, but ignoring how the customer experience is impacted by a move to online chat – be it human or robot – will result in a less than effective support experience for all involved.
Identifying which aspects of customer care you want to improve with robot chat, how your current support team will be most impacted, and how AI chat will be managed and integrated as your support plans expand and evolve are all important components of a successful implementation.