No one can know benefits of chatbots better than potential users of chatbots. So that’s where we started, the above list is based on Drift’s 2018 State of Chatbots Report. We added a few more points to categorize benefits of chatbots clearly.

Benefits to Customers

  1. 1- 24 hour availability: While this is clearly a huge benefit, highlighting this risks creating backlash when bots are down due to security issues or maintenance
  2. 2- Instant answers
  3. 3- Consistent answers: Talking to a customer service rep, a customer has no assurance that other reps are also providing similar, consistent responses. If a customer service rep is not helpful, a customer could be tempted to try calling again to see if the next rep is better.
  4. 4- Recorded answers: Talking to a customer service rep, a customer gets no record of the conversation and most people would prefer not to record their conversations. However, a customer can take a screenshot whenever she likes, to remember the conversation or to challenge an answer provided by the bot.
  5. 5- Instant transactions: Actions like changing or querying records are almost instantaneous for bots.
  6. 6- Endless patience: While customer reps and customers sometimes lose their patience, that’s something bots are yet incapable of.
  7. 7- Programmability: Since bots are on digital platforms where people spend majority of their waking hours working, bots can be used to automate common tasks such as arranging meetings, providing advanced search functionality

Benefits to Companies

  • 1- Improved customer satisfaction: All the benefits above will result in increased customer satisfaction which can lead to increased customer advocacy and sales.
  • 2- Cost savings: Companies’ need for growing the customer service department can be managed by rolling out increasingly capable bots handling more and more complex queries.
  • 3- Increased customer interaction and sales: Bots provide another channel to reach out to your customers. Bots can be leveraged to increase customer engagement with timely tips and offers.
  • 4- Reaching new customers: Bot platforms such as Kik or Facebook Messenger are one of the most popular apps. Being continuously active on these platforms helps companies reach new customers who may otherwise not want to reach out to the company with an email or call
  • 5- Gaining a deeper understanding of customers: Your customers rarely talk to your business. Chatbots provide your business with detailed, actionable records of your customers’ greatest pain points, helping your company improve its products and services

While the benefits of chatbots may seem clear, how your company should use chatbots is more complicated as it depends on the company’s line of business. We have a comprehensive list of chatbot use cases.

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7 comments

  1. It got me when you said that one benefit of having an AI is the idea that they can provide an answer or a record to the person at a moment’s notice. Since the business mainly focuses on handling financial records of people, I think it is a good idea to have an AI to handle that. After all, pulling up a single record from a vast ocean of records is really hard, especially if done manually. We need help.

  2. Of the things that you said, what got me was the idea that chatbots will never lose patience and will constantly offer assistance to a client as long as they are needed. If that is the case, then I think we need that for the business since we are focused mainly on interactions and we sometimes provide training. If we aim for 100% success, we need to utilize the abilities of someone, or something, that does not lose patience.

  3. Reading the two previous comments I would say that the article needs to reflect a new type of AI chatbot, the AI Comments Bot… Bots which extract pieces of blog posts on the internet, apply some kind of NLP and appear to be a real comment… all of these just for trying to drive traffic to their websites…

    1. We stick to MECE classifications as much as possible. Cost decrease is another way to increase profits so that classification would not be mutually exclusive. Happy to discuss if we can help, you can reach me at info at aimultiple.com

  4. I do believe that the AI-driven technology Chatbots is becoming more and more meaningful to brands and even individuals. A unique way to engage with brands and get your questions answered without getting on long wait calls. I would like to introduce Engati.com a chatbot platform here. It allows you to build, manage, integrate, train, analyze and publish your personalized bot in a matter of minutes. It presently supports 12 major messaging platforms including Website, Facebook Messenger, Whatsapp, Telegram, Line, Skype and more with a focus on customer engagement, conversational commerce, and customer service and fulfillment.
    https://blog.engati.com/chatbot-business-predictions/

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