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The Impact of Chatbot Services on Customer Journey

Chatbots, Conversational Platforms, Inteligent Process Automation (IPA), AI, ML

Chatbots have been helping many businesses to gain customer insights and proactively engage with the user. Most brands and businesses are now deploying chatbot services to their websites. Chatbots have various impacts on the customer journey, which can be positive as well as negative. In this blog, we will further discuss the impact of live chatbot service on the customer journey.

The flexible nature of chatbots allows them to engage with consumers on a variety of levels. Apart from being able to help with query resolution, provide technical support, or guide the sales process, bots can also understand the sentiment of the customer and have an analysis ready.

Organizations have been utilizing chatbot services because of their growing demand in the industry, but a lot of businesses are yet to discover the true potential and different positive impacts of a chatbot service.

Here are some of the positive impacts of a chatbot on the customer journey:

Improved Customer Service Capability

Many times it happens that an employee is unable to attend to customers’ queries due to weekends or holidays but the live 24-hours chatbot is capable of attending to the customers at any time.

Reduced Errors

In the organization space, it can happen that customer service agents falsely or unknowingly make mistakes. Chatbots reduce the occurrence of errors made by humans such as providing incomplete or wrong information to the customer.

Increased Customer Satisfaction

Businesses can increase customer satisfaction by instant and quick responses to customer inquiries. Chatbots also help the brand to engage more with customers and raise the visibility rate of their website.

Interactive Brand Building

Chatbots are a great way for any company to build its brand and tell its story. The use of chatbots has proven to show higher click-through rates on corporate websites.

Continuous Learning Capability

Machine Learning (ML) uses different algorithms such as Linear Regression, Logistic Regression, Decision Tree, SVM, Naive Bayes, amongst many others that help chatbots to learn from customer interactions. They are designed to collect information, accelerate human interaction, and replace human-to-human conversations.

With the help of Artificial Intelligence (AI), chatbots can make updates to systems, processes, and orders without human intervention.

As we understand, the use of chatbots in your business can be very beneficial, can help increase profit, and lead to healthier engagements. However, any coin has two sides – as showcased by the many failed Turing Tests.
The Turing test helps determine whether a machine can demonstrate human intelligence. Chatbots might be highly intelligent, but they cannot think of themselves. This shortcoming alone can leave a negative impact on the customer’s journey and cause some possible risks in the business process.

Some of these negative impacts may include:

Increased Error and Redundancy

Despite being directly in contradiction of our statement above, it is true that sometimes chatbots are unable to understand differences in style of human language or expression. Even though Natural Language Processing (NLP) allows Chatbots to have conversations like a human, they do not have a personality, feelings, or emotions. This can cause a breakdown in human-bot conversation. Additionally, unaware of human nuances, chatbots may provide redundant information – like an answer or product that the customer is not seeking – which could cause a disruption in the customer journey.

Decreased Reliability

Even though Chatbots have high skills in imitating human conversation, they can be less reliable. They are more susceptible to cyberattacks and require extensive data security measures to ensure the safety of personal information. The awareness of these shortcomings makes them less reliable to customers who may be more forthcoming with information when speaking to another human.

In conclusion,

The live chatbot detects user activity and provides personalized conversations. It gives deep insight into the customer journey and helps observe the users’ behaviour on a website. Business owners experience real-time customer behaviours with their live chat tool. The Chatbot monitors the actions of the customers and how much time they have spent on the website or the product, providing insight that may not be otherwise achievable.