The purpose of a virtual assistant is to understand natural language through voice commands or instant messaging in order to complete tasks for the user. This automation of customer-business relations has proven to be very cost-effective and has been able to achieve a level of consistency and accuracy far beyond traditional methods. Virtual assistants have been widely integrated into customer service models worldwide by a broad range of sectors such as hospitality, e-commerce, FinTech, healthcare, and marketing, proving their versatility and malleability across industries.
Traditional customer support is a costly and hard to perfect sector of any business. Dealing with customer queries can be laborious, repetitive, and requires regular training and upskilling. It’s no wonder that AI-driven chatbot technology is being used more and more. It’s cost-effectiveness, scalability, and ability to “learn on the job” makes it an unparalleled colleague to have in your team.
One of the main attractions to chatbot customer service is its ability to work 24/7 and 365 days of the year. In an online world where we expect instant answers to our questions, it’s not feasible to provide such a service in the traditional way. In the coming years, you will see more and more companies moving towards AI-driven customer service technologies to replace the clunky traditional ways of operating, to provide their customers with the ultimate form of customer service, an all-knowing, no-days-off chatbot.