“State of Service”, a Salesforce study states that 24% of service organizations currently use AI assistance that includes chatbots, text and voice analytics.
Girikon’s Salesforce Consulting Services team explains why and how to use Chatbot.
Salesforce releases usually come with new functions in line with business need and interest. Customer’s demand a smooth customer service. Service companies never find it easy despite their large pool of resources backing up customer support teams. AI powered Chatbots are one way to services the demand.
Why AI powered Chatbot is used?
Easier and spontaneous conversation between customers and representatives
Deliver Personalized customer experience
Support Business across all digital channels such as Facebook, Twitter, SMS or even Phone.
Reduce the need for human intervention
Improves response time
Artificial Intelligence enabled chatbot is software that stimulates the chat with the user through messaging applications, websites, mobile applications and even through telephone in form of text, audio or both. Repetitive tasks can be automated for conversation between representatives and customers using chatbot. Artificial intelligence helps the chatbot to identify and analyze the data pattern and ultimately customer’s behavior. With the help of conversation logs with the customer AI and prediction analysis is executed in order to predict customer behavior.
Let’s have a look at how chat works?
When we think Chatbot two important actions are considered; customer request analysis and responding to the customer with accuracy.
Firstly, the chatbot software captures the request sent from the customer and starts identifying the customer intent by data extraction & matching rule implementation method. Defined by the business case a list of conditions is defined to fulfill customer request and Chatbot responds to customer with appropriate information.
How does Salesforce play a key role in chatbot?
Salesforce CRM holds extensive data about a customer i.e. communication and transaction history what can be considered the backbone of successful chatbot performance. To deliver better prediction and an effective response, Chatbot utilizes a machine learning algorithm when and where the data is needed.
Gartner reveals that 85 percent of all customer interactions will be automated by 2020 and believes that artificial intelligence will power 95 percent of all customer interactions by 2025.
How to increase business value using Chatbot?
Chatbot represents the business and the brand. For any business, customers are an important stakeholder and plan and execute the strategy to engage and retain their business value. To avoid delays in response to customers chatbot is key and connects directly with the customer to resolve issues the customer is facing. Chatbot does not only help customers, Chatbot also helps agents by automating repetitive tasks and maintaining the conversation hassle free. Chatbot is a self-service support system and customers can access chatbot service anytime and from anywhere.
In parallel to supporting the customer service process, Chatbot also reduces resource costs to business and achieve less operational costs.
Customer relationships and communications are smoother, and AI powered chatbot is one of the reasons behind this. Salesforce allows business to reach their customer with a seamless and effective response system.
Girikon a Silver Salesforce Consulting Partner. Our three ingredients for success are our people, our processes and knowledge about technology. This is a proven recipe for customer satisfaction.
Girikon is an Information Technology Consulting Company in the USA, Australia and India. Our motto is that we help companies maximize their business success.
Our network of offices allows our Expert Consultants quickly respond to your requirements. We always deliver a quality outcome. Girikon partner leading technology companies to deliver on the latest offerings. We have experience with Education Cloud, Health Cloud Salesforce Einstein, AI and Commerce Cloud etc. The focus on providing a great Salesforce Solution has kept us at the forefront of technology for almost a decade.