How Chatbots are Changing the Customer Experience

Original article by Noble Studios

Chatbots have taken the world by storm. From travel to fashion, brands are leveraging AI and machine learning to provide better customer experiences and, in turn, improve overall company success.

First, let’s define “chatbot.” Noble Studios writes, “They are served through messaging platforms like Facebook Messenger, Slack, WeChat, SMS (texting) or proprietary apps, and they vary in complexity. Some follow very simple “if/then” programming…The more complex chatbots are running on Artificial Intelligence (AI) and using Natural Language Processing (NLP) or Natural Language Understanding (NLU), which is used for predictive text and in the Amazon Echo and Google Home to interpret user intent. “

Chatbots aren’t just the latest technological trend for businesses, they are the wave of the future and a great way to find the efficiencies that many entrepreneurs will need to in 2020. Forty-eight percent of people prefer to deal with companies via a live chat than any other means and 40 percent of people don’t care whether it’s through a chatbot or live agent, as long as their issue is resolved. Most customers are even willing to make a purchase with the help of a chatbot.

For companies that improve satisfaction and decrease friction in the purchase process using chatbots, the benefits are clear from financial savings on customer service to greater customer connection with your brand.

Read the full article from Noble Studios here.