Chatbots will dominate customer service and call centres are in trouble

Customer services play a vital role in ensuring that consumer experience on products and services is positive. Consumer tastes and preferences can be influential to your prospects as more and more people are becoming more reliant on reviews in their decision making process. We are going to look at how community management is going to be dominated by chatbots.

Before we get started, let us look at what chatbots are and what they do. A chatbot is a computer program that simulates human conversation through voice commands or text chats or both. Chatbots, short for chatterbots, is an Artificial Intelligence (AI) feature that can be embedded and used through any major messaging applications.

Learn more: The advantages of artificial intelligence

Chatbots allow customers to communicate with a brand and gives them a sense of insight into a brand’s products instantly. Mark Zuckerberg once said, ”We think you should message a business just the way you would message a friend”.

Chatbots that have community management integrated, respond to consumer queries and frequently asked questions help consumers understand the brand’s products and services without keeping the customer waiting. This marketing-friendly messaging program increases efficiency and it builds customer loyalty.

When a brand creates a relationship with its consumers it learns so much about the interest of the consumer. Marketing reflects the style of a brand as it shows how they value consumer interest and loyalty. We should look at chatbots as a tool to improve customer services and the needs of our consumers.

Artificial intelligence plays a crucial role in ensuring that chatbots understand various responses, this determines the value of the chatbots. Having a chatbot handle some consumer queries makes it easier for brands to reduce human error and create engagements in real-time.

This initiates self-help tools between the chatbots and humans that trigger various responses. Yet we have also learned that some chatbots do not understand every interaction they encounter, and it can be difficult for a consumer to converse intricate conversations with a chatbot. it’s dangerous to rely entirely on them. Humans still possess the instinct to handle the interaction that AI technology finds complex to handle.

Chatbots will dominate customer service across the board, yet we should not rely completely on them as they still present threats. Cyber-attacks still exist at some level to disrupt businesses and brands by going through their personal information.

Yes, Artificial Intelligence (AI) is great however I am of the view that we still need a human interface that can provide oversights on what chatbots do. Human beings are important in the big scheme of things because they can always come in whenever the chatbots  are unable to engage and understand a customer’s need. This will protect users and monitor any irregular conversations between humans and chatbots.

Artificial Intelligence pales human elements that possess human character and behaviour. If chatbots can manage and equip customers efficiently and precisely without a slight delay, then most definitely they will dominate customer service.



Louis Kulani Khosa