Human or Chat Bots? Let's learn more to figure out which one is the best option!

Hello there......

Call me old-fashioned, but before this week's lesson on Chatbots and AI, I had always hated using the chat option on sites for customer service. I prefer to speak to someone one-on-one, as I believe it helps resolve issues quickly.

This week, my college course assignments focused on learning about chatbots and generative AI. The instructor provided good information, but I wanted to learn more, so I decided to do some research independently. 

One of the pages That I enjoyed reading was What is a Chatbot? Everything you need to know is from Shweta, Kelly Main on Forbes. Should you want to read it yourself, here is the link. (What Is A Chatbot? Everything You Need To Know – Forbes Advisor)

The article delves into the specifics of chatbots and their uses, including how to use them in a business setting. 

So, let's dive in first to what a Chatbot is.
  • A computerized program that acts as or simulates a human conversation to resolve issues or questions that a customer may have. 
  • Instead of customer service telephone calls or unfriendly FAQs on a website, a Chatbot immodestly pops up or opens when you view it, making it easy for people to submit their problems and get an immediate resolution to solve them. 
  • Some companies also use Chatbots to help submit service requests or send emails.

Even after understanding the Chatbot more, I was still curious. I understand that the main goal of Chatbots is to improve customer experience, but what else do they offer?

  • Opportunity to provide companies or organizations with a more significant advantage for process efficiency, business growth, and cost reduction. 
  • Depending on which Chatbot is purchased, it can be cost-effective, with some being only a one-time investment. Chatbots allow using that service instead of hiring employees for simple customer service responses. This also helps reduce human error mistakes because Chatbots can provide the specifics quickly that a customer is looking for.
  • Efficient response time and availability around the clock.
  • With chatbots' quick response time, customers don't have to wait as long to get the response they are looking for. 
  • Chatbots also have the opportunity to track and trend certain things that customers are constantly searching for or asking for, which will then help identify areas for improvement in the business.

With a better understanding of Chatbots and how smart and valuable they can be, I have a better respect for using them when needed. As technology continues to grow and improve constantly, I believe there is still a lot of improvement that will happen over time with Chatbots, which will help humans stay focused on other work in their daily or strategic activities. The biggest takeaway is that Chatbots can truly help with any needs you may have, specifically improving customer service and engagement with customers. 

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