Improve Customer Service using Chatbots

By Smita Kumari |Email | May 4, 2018 | 6945 Views

Customer are the central stakeholder and a source of revenue generation. A company cannot afford to leave a customer unhappy. Because an unhappy customer can destroy the brand image of the company.

So, Company cannot miss single opportunity to improve the customer service and customer satisfaction. With the age of digitization and Artificial Intelligence, many companies are moving towards automate their customer service with Chatbots. Probably Artificial Intelligence Chatbots are growing fast to serve the customer in more effective manner and provide them delightful experience.

Companies are not investing much to implement Chatbots as Customer Service Assistance. It just required integration with few platforms like Facebook messenger, messaging app and a little programming.

A chatbot is an application software that interacts with human being and answer its specific, redundant and pre-programmed queries. Enterprise Chatbots are integrated with artificial Intelligence and Big data to learn about users while interacting with him and develop its capabilities and scope. Chatbots uses Neural programming Language to interact with human virtually on text.

In the era of fast moving, no customer wants to wait on call to get answer for their queries. They expect instant query handling procedure. Here Chatbots can serve customer as an intelligent virtual agent and more value to the level of satisfaction.

Customer service chat bots can be designed and programmed specifically to deal basic customer queries doing so will reduce human effort and cost to the org and employees can contribute their time in some more important task. Chatbots as customer agent can serve 24/7 and act as competitive advantage tool that enhance the overall customer experience.


Chatbots as Customer service Agent can provide various benefits. Such as

Customer are the central stakeholder and a source of revenue generation. A company cannot afford to leave a customer unhappy. Because an unhappy customer can destroy the brand image of the company.

So, Company cannot miss single opportunity to improve the customer service and customer satisfaction. With the age of digitization and Artificial Intelligence, many companies are moving towards automate their customer service with Chat bots. Probably Artificial Intelligence Chat bots are growing fast to serve the customer in more effective manner and provide them delightful experience.

Companies are not investing much to implement Chat bots as Customer Service Assistance. It just required integration with few platforms like Facebook messenger, messaging app and a little programming.

A chat bot is an application software that interacts with human being and answer its specific, redundant and pre-programmed queries. Enterprise Chat bots are integrated with artificial Intelligence and Big data to learn about users while interacting with him and develop its capabilities and scope. Chat bots uses Neural programming Language to interact with human virtually on text.

In the era of fast moving, no customer wants to wait on call to get answer for their queries. They expect instant query handling procedure. Here Chat bots can serve customer as an intelligent virtual agent and more value to the level of satisfaction.

Customer service chat bots can be designed and programmed specifically to deal basic customer queries doing so will reduce human effort and cost to the org and employees can contribute their time in some more important task. Chat bots as customer agent can serve 24/7 and act as competitive advantage tool that enhance the overall customer experience.


  • Chat bots as Customer service Agent can provide various benefits. Such as
  • Chat bots gives the exact answer to the queries of the customers in comparison to search engine.
  • Chat bots can instantly respond to many customers as an employee cannot. So, it reduces waiting time for customer.
  • Chat bots provide personalized interactions to handle the customer queries.
  • Chat bots as virtual agent facilitate 24/7 services to its customers.
  • Chat bots learn from each interaction to improve its services. While interacting with bot, customer don't even realize that they are talking with a robot or machine. So, it saves human cost and time as well.
  • Chat bots can guide customer while shopping goods.
  • Chat bots can help individual with self-service and problem solving.
  • Chat bots can easily deal with frequent asked questions without taking any rest.
  • Chat bots enhance the customer engagement as it can talk for a long time about an issue.
  • Chat bots facilitate a proactive customer interaction. Such as it can guide about promotional offers and combination of dresses.

So, chat bots can change the customer buying and selling experience and the way customer interact. Reduce in waiting time, instant service, personalized service can improve the overall customer experience. It will add value to the level of customer satisfaction.

Chat bots as Customer service agent can collect data about customer interaction and their behavioral pattern. This can further be used for data mining process to find out the need gap and improve the customer services.

 So, chatbots can change the customer buying and selling experience and the way customer interact. Reduce in waiting time, instant service, personalized service can improve the overall customer experience. It will add value to the level of customer satisfaction.

Chatbots as Customer service agent can collect data about customer interaction and their behavioral pattern. This can further be used for data mining process to find out the need gap and improve the customer services.

Source: HOB