Customer Service Chatbots

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Artificial intelligence (AI) software is getting more and more popular with each passing day. Plenty of businesses have started to use this type of software as their own virtual “assistants” that can communicate with visitors and users, while helping them attain their goals.

This software that’s popular with businesses, referred to as chatbots, can interact with users in a natural way. Chatbots communicate with the users via text chat windows, hence the name, but there is also a possibility of verbal interactions.

Additionally, as the system itself collects more information and data about visitors and its users, the AI is learning more about them. This way, the chatbot can offer customers services that are constantly improving. While the process has already started, artificial intelligence, along with chatbots, is going to have a major impact on the way people use the internet, especially in the digital marketing industry.

In the past couple of years, chatbots have established a big role on Facebook, with the platform using up to tens of thousands of chatbots for many different tasks. There were chatbots that offered information to users, like the weather report, and chatbots used for automating some of the basic customer support functions.

The great benefit of chatbots is that users can receive focused and personalized interactions, without putting a strain on the limited human resources that businesses have available. Furthermore, chatbots offer users a 24-hour service, which is not easy to achieve through human resources alone, and there is no need for vacations or breaks, or even overtime pay.

Chatbot applications are also excellent for marketing activities, such as SEO, lead generation and targeting. Since this software is becoming a lot easier to integrate within existing platforms and websites, we are going to be seeing AI software make even bigger automated business decisions.

In the digital marketing industry, many of the practices are still based on testing, experimenting, and then adjusting the tactics and strategies that lead to the optimal marketing strategy for a business. This is something that takes up a lot of resources, expertise, and brainpower.

Thankfully, with artificial intelligence, it’s a lot easier for businesses to take large datasets and then incorporate them into automated tools. This is another benefit that chatbots provide, as they are able to offer customers immediate responses and the waiting times for service are going to be eliminated.

Additionally, chatbots can interact with customers without any preconceived notions or biases — they don’t get annoyed or angry with customers, and can provide excellent service for the customers.

In fact, even customers themselves seem to prefer communicating with chatbots — according to research, 43% of them enjoy chatbots over phone customer service centers when they are communicating with a business. This means that both businesses and clients are keen on involving chatbots in the digital marketing industry, and this is a trend that’s only going to be growing in the future.

Ronn Torossian is the CEO and Founder of 5W Public Relations. 5W PR is a leading digital pr and influencer marketing agency.

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Ronn Torossian is CEO & Founder of 5WPR & one of America’s most notable PR executives. He is the Author of best-selling PR book, “For Immediate Release.“

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