The Role of Chatbots in Delivering Better CX

Do you want a better approach to dealing with your customers? More than that, do you find a gap in fulfilling customer queries and complaints? 

Such potential communication gaps lead to poor CX, which is the overall customer experience. Every brand is focusing on catering to its customers well. They want to leverage 24/7 customer service, which can contribute to customer retention and improved conversion rates. A better customer experience is made possible by AI-powered chatbots. Mobile app development companies in India are powering through and bringing innovation to companies that want to deliver a better customer experience. 

In this blog, let’s see how chatbots are shaping the future of CX and how brands are leveraging them for better collaboration with customers.

These Technologies Are Shaping The Functionality of Chatbots – What’s Changed?

• Tokenisation: Chatbots utilise tokenisation functionality, where the input text is divided into smaller units, which are recognised as tokens. Through this, chatbots can identify individual words and sub-words, which makes processing and evaluation extremely efficient. 
• Intent Recognition: Since the functionality of chatbots is based on machine learning algorithms, they effectively understand user intent. Intent recognition in chatbots enables the classification of user queries into predefined categories, allowing chatbots to understand the user’s intent and deliver responses accordingly.
• Dialogue Management: There is dialogue management and response generation in AI-powered chatbots. The chatbots maintain context in conversations by using dialogue management techniques. Chatbots can effectively track the user inputs, conversation history and their responses. There are also rule-based templates through which a chatbot can generate responses from a predefined database.
• Sentiment Analysis: Chatbots work on sentiment AI through which they can understand and analyse the emotional tone of users. Through this, the chatbots can personalise their responses according to the user’s query, which feels humanised and highlights empathy towards the user’s query.
• Machine Learning Algorithms: The machine learning algorithms have a significant role to play in designing chatbots. Mobile Application development companies develop chatbot applications powered by AI and ML models for brands and entrepreneurs looking to deliver improved customer experience. They improve the chatbot functionality through continuous training and fine-tuning the machine learning model using backpropagation, gradient boosting, and other optimisation methods. 

How Do Chatbots Shape and Transform the Customer Experience? Let’s Find Out

• Chatbots have 24/7 availability, where they are working around the clock to cater to customer queries, concerns, and complaints. Sitting outside regular business hours, chatbots are out there on your brand’s behalf to cater to customers and attend to their queries before escalating the issue to actual human agents if required. 
• The instant responses given by chatbots are not as quick as those of a human agent. Before escalating the issue to a human agent, chatbots effectively summarise the intent and problem area so that human agents can catch up beforehand, before delivering the resolution to customers.
• Chatbots can predict customer requirements and expectations by learning about their behaviour, sentiments and user history. By employing machine learning algorithms and data analytics, advanced chatbots can generate personalised responses, which is crucial to make customers feel understood and valued.
• The integration of AI chatbots is possible with various communication channels like social media platforms, messaging applications, individual websites, and even voice assistants. 

To Sum Up

Chatbots are your 24/7 support agents who are there to deliver immediate responses. It’s changing the landscape of customer experience as businesses now have an innovative way to engage with customers, where chatbots offer instant responses and resolutions to customer queries. They are better equipped to understand user intent and provide personalised responses, which makes customers heard and understood. If you are catering to a large audience, your business needs a customised chatbot solution. For your customised chatbot app needs, you can contact our developers at VerveLogic, a leading AI-powered mobile application development company in India, who can help you deliver improved customer satisfaction and efficiency.