Chatbot: a tool to improve Customer Satisfaction

When customers contact a company, they would like to receive an immediate response, especially if they are looking for a new product. In cases like this, a delayed clarification could result in the loss of a potential customer. If you don’t have enough resources to devote exclusively to customer service, what do you do? You opt for automation, or better yet, you program virtual assistants.

Talking to a robot isn’t a pleasant feeling, but a virtual assistant doesn’t necessarily have to support the conversation entirely. The best choice is always in the middle, and reserving automation for the initial phase and then personally contacting the customer when the request is explicit could be the best way.

Also, not all assistants are the same; even among robots, there are the smarter ones. In fact, there is a distinction between rule-based chatbots and those equipped with Artificial Intelligence, which can formulate a response much more similar to human interaction. Let’s take a closer look at this difference.

What are the benefits of a chatbot?

• Customers receive an immediate response in significantly less time than calling the call-center
• The service can be active 24/7
• Resources can focus only on the most complex requests

What should you use to start training a chatbot? With the frequently asked questions (FAQ) that, in many cases, also serve to direct the user’s requests to a specific area, where the conversation could continue with an expert.

How to implement a chatbot in your company? Read the full article on DeltalogiX, the blog dedicated to Digital Transformation.

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Thanks for reading,

Linda Grasso