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Chatbot for call centers: 7 practical applications

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The rapid progress of artificial intelligence technology has brought chatbots to the forefront of business communication. They’re not just for answering FAQs anymore; they’ve evolved into full-fledged digital ambassadors for modern brands. With applications ranging from customer service to healthcare, and from e-commerce to finance, chatbots offer numerous benefits across all business sectors. Here are 7 relevant ways to utilize chatbots effectively within call centers.

What’s a chatbot in 2024?

Today, a chatbot is a speedy, responsive, reliable assistant always ready to help customers resolve any issues. Thanks to integration with popular messaging apps, chatbots have become a vital part of cloud contact center platforms, saving companies up to 30% on customer service costs.

Chatbots are key tools of process automation technologies for contact centers. According to Gartner’s research, by the end of 2024, chatbots will handle 70% of all customer interactions in both the B2B and B2C sectors.

According to statistics from Mordor Intelligence, the global AI-based chatbot market is expected to reach $102.29 billion by 2026, with global consumer spending on purchases through chatbots expected to hit $142 billion by 2024! Impressive numbers, aren’t they?

Using a chatbot in the call center

How does a chatbot work? Modern AI-based chatbots utilize Gen AI algorithms, machine learning, and natural language processing (NLP). They process and analyze user input to provide relevant responses, drawn from training data and templates accumulated over time. Thanks to continuous learning, chatbots are widely used in contact centers. Here are 7 relevant strategies for using a chatbot effectively in the call center.

Chatbot for 24/7 support

The time of day should not hinder getting answers to questions, technical support, or placing orders. A website chatbot can provide your customers with necessary information and the ability to submit requests 24 hours a day. To address more complex issues, only a few agents will be needed to provide chat support on demand. This approach improves the customer experience in communicating with the business and saves agents hours of work.

Chatbot for personalized service

Call center CRM software enable the integration of chatbots into an omnichannel interaction system. Customer inquiries through chatbots via messaging apps generate extensive databases that can facilitate more personalized communication with clients. Statistics indicate that before contacting a call center, clients often utilize up to three alternative communication channels, including chatbots on websites or social networks. Consequently, when an agent responds to a query, they already possess client information, comprehend the core issue, and are prepared to offer a tailored solution

Chatbot as a self-service

Originally, chatbots were designed to offer automated responses to common questions. With the introduction of artificial intelligence, chatbots evolved to comprehend individual customer preferences and offer recommendations. Given that 60% of users prefer to address issues independently by swiftly accessing available resources, chatbots prove to be useful. By analyzing customer inquiries, they send articles, instructions, and resources to assist customers in resolving issues or making purchase decisions.

Chatbot for increasing sales

Chatbots for websites or web applications make them more attractive and interactive, as well as contribute to greater customer engagement in the selection and purchasing process. Statistical data shows that customers who interact in chat spend 60% more on purchases than those who do not. How are these results achieved? Increasing the conversion rate with the help of chatbots is achieved through several factors:

  • Chatbots offer tips on promotions and special offers by analyzing behavioral factors and the customer’s journey;
  • An appealing chatbot widget, welcoming messages, notifications of limited-time offers, or remaining stock increase the engagement of potential customers;
  • Swift responses are crucial for successful sales via chat. When necessary, chatbots promptly transfer information to a call center agent to close the deal.

Chatbot as a customer survey tool

Chatbot allows for instant customer feedback. For customers, it’s much more natural to answer a few questions in the same chat window they just used, rather than waiting on hold after a phone call or receiving an email with a request to rate the interaction with a link to follow. These responses are invaluable for improving products and services. What to ask the customer? There are countless options! From asking “Would you recommend our company to your friends?” to NPS measuring and assessing the ease of any aspect of interaction (CES). Thus, chatbots are an excellent tool for customer surveys and enhancing Customer Experience.

Chatbot for customer updates

Wondering if the company will be closed for holidays? Any planned maintenance works coming up? How about that special offer valid all day? When you need to quickly inform customers, a chatbot integrated into a messenger or social network is unbeatable. Consider this: customers might not always find it convenient to take a phone call, and emails often go unchecked these days. An important message in a chatbot doesn’t overwhelm with unnecessary details and conveys a sense of care. This keeps customers engaged, feeling cared for, and receiving newsletters with gentle sales pitches, rather than aggressive ones.

Multilingual chatbot

For many outsourcing call centers, there’s a challenge in finding and hiring multilingual agents. With the development of generative AI, it’s much easier to develop a chatbot with support for multiple languages, providing customer support in their native language, which can significantly enhance their experience. Additionally, a multilingual chatbot facilitates expanding the company’s presence in the market by working with customers beyond the country’s borders.

Chatbot for call centers: key takeaways

Chatbots have become essential in modern business communication, improving customer service and streamlining operations in contact centers. Their broad usage, efficiency, and ability to meet customer needs make them valuable assets for businesses of all sizes and industries.

By harnessing Big Data and advanced artificial intelligence, chatbots will continue to drive cost savings and productivity gains in communication centers. Offering personalized responses and recommendations based on user preferences and past interactions, modern AI-driven chatbots deliver exceptional individualized customer experiences. In today’s competitive landscape, chatbots can play a pivotal role in capturing and maintaining customer engagement.

But will chatbots replace call centers agents? Experts in customer service believe that chatbots will effectively complement the work of operators and call center agents, handling routine tasks and allowing specialists to focus on solving more complex problems requiring empathy and a deep understanding of human emotions.


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Фахівець з маркетингу компанії Global Bilgi
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