Artificial intelligence and Callbots are definitely on the rise. And this is just the beginning. During the year 2021, 60% of Internet users have interacted with a Callbot. As for companies, 58% of those who currently use a Callbot are B2B companies. Juniper Research predicts that by 2023, the adoption of Callbots in industries such as retail, banking and healthcare will result in approximately $11 billion in savings. Not bad! So why use a Callbot?
Now, what's happening in the customer service and support industries? Callbots or virtual callers, also known as virtual voice assistants, are increasingly becoming the tool of choice in this sector. According to a Gartner study, by 2023, 25% of customer service operations will be performed by Callbots.
The benefits are clear. By using artificial intelligence, a bot does not require full-time human resources. In turn, companies can automate much of their customer service, while helping customers in real time, night and day.
However, it's important to mention the drawbacks resulting from the misapplication of these technologies. A company's enthusiasm to innovate and save money can quickly turn into frustration and headaches if the necessary precautions are not taken before launching a Callbot.
Users are also excited when they start chatting with a bot, but when they don't get the expected responses or the bot turns into spam, the fun evaporates. Within seconds, users form a negative opinion of the company, leaving a permanent digital mark.
While the potential of callbots is indisputable, they must be used with caution. This is especially true when companies consider adopting virtual voice assistants for customer service, the segment most favorable to bots.
A Callbots must be useful and actually solve the questions of the customers or prospects. A clear example is the transactional exchange of information. In addition, it must be conversational; it must be able to process natural language to understand people, and thus be able to provide a better experience.
At a minimum, the Callbot should be able to resolve the most frequently asked questions from customers and provide real-time solutions.
Related article: What is artificial intelligence and why is it useful for customer service?
There is a set of characteristics that callbots must have to understand customer intent. Its implementation requires an initial effort from the company: the Callbot must be equipped with knowledge, it must be trained to understand customers and it must be integrated with the company's web services or CRM.
Only when this process is complete can you reap the rewards: improved customer satisfaction and experience, increased sales, and reduced costs for the company.
To avoid problems, ask the following questions before using a Callbot:
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- Is this the technology your company needs?
- Is the Callbot provider a customer service specialist?
- Does the supplier have experience in your industry? Do they have customers in your industry?
- Can you see any real, effective cases?
- Can you integrate it with your customers' most popular phone channels (Aircall etc).
- Does the robot have enough memory to hold long conversations and understand the context?
- Does it offer metrics and reports that allow you to learn and evolve its content daily?
- What resources and time are needed to implement it?
- Can you integrate Callbot with other third-party solutions, systems and technologies?
- Is the provider's customer service top-notch? Do they have a customer success team ready to support you at all times?
Ready to boost your customer experience with Callbots ?
It's clear that Callbots can help you take your customer experience to the next level. But if your provider can't answer these questions... keep looking!
Looking at different Callbots options? Before you invest, request a demo now. It will certainly help you make the right decision for your business!
