There are times in BPO industries, when agents come across some visitors who do not have any purpose for engaging the chat feature. Consequently. the responding agents have no option but to keep engaging these visitors by replying. They cannot just terminate the chat as they are instructed not to do so unless the visitor ends the chat from their own end. Of course, these practices are to maintain brand value.
But does any agent want to interact with such a visitor in their everyday job?
Undoubtedly, anyone would nod their head a simple “no.”
However, many BPO industries and other consumer care service providers are still dealing with similar issues and the problem persists.
The Solution-
Technology has been one of the aspects that has emerged as a vital solution to deal with many obstacles. This is what has been implemented by Enterice to reduce the call volume of these visitors using chatbots.
What Exactly is a Chatbot?
In general terms, a chatbot is a programmable chat window that could be configured within a website to interact with visitors. The bot could be developed according to the requirement and could be used as a conversational platform by the organizations for the visitors. An advantageous factor of a chatbot is its niche relevancy. This platform can be designed independently dependent on the nature of the niche and prove useful for pertinent end users.
Technology Used-
The architecture of chatbot is designed on the platform of Artificial Intelligence (AI). Using this technology, the developers can program a chatbot according to the requirements. Further, it could be automated based on the organization regardless of its skills. This phenomenon will be then reply the exact answer or value by fetching the corresponding data from backend instant responses. The use of this methodology also keeps those useless inquiries at bay.
Some Other Possibilities-
When a chatbot comes in the picture, many users try to test its efficiency and capabilities. In real-world scenarios, an agent may get tired of answering repetitive questions of visitors, but with a bot the same scenario is an exception. The chatbot retuns the same values of the questions that are asked repeatedly.
The other scenario occurs when a chatbot is interacting with a visitor and if it is unaware of an answer to the question then it will leave a chat button for the visitor to interact with an agent. The agent will then receive all chat transcripts between the chatbot and visitor before the bot transferred the chat to the agent.
One other benefit of chatbots is to minimize the call volumes to agents. This way, when a visitor initiates a chat, the bot takes charge of the initial interaction, avoiding large call volumes or queues and chats waiting.
The Verdict-
A chatbot has myriads of possibilities that has helped various industries to overcome the issues of useless chats and/or to lessen the call flow to the agents. Although this technology came into existence long ago, it has proved revolutionary by tackling the industry obstructions today. Many organizations have migrated to the concept of AI based chatbots, while many others are looking for the same solution. Visit www.enterice.com to get more details and usage of chatbot.