“One good conversation can shift the direction of change forever.”
- Linda Lambert
Professor Emeritus, California State University
The battle of conversation between human and bot
If ever there is a battle between chatbots and live agents in the field of customer support, who do you think would win? Before this ‘conversation’ goes in a different direction, the plan is not to trigger a competition. The plan is to figure out which of the two would be the better pick if you really had to choose.
(Although, a survey has given it out that 79% of consumers would prefer talking to a chatbot over a human as they don’t have to wait on hold)We are going to be part of a culture where millennials and baby boomers will run the world and be the key decision makers. In a survey, they were given 10 choices to select or not select a chatbot, 8 out of these 10 choices revolve around conversation and communication.
Humans are expensive
Customer support service, however crucial is typically considered a low-skill job. You ask a customer support executive why they do what they do and they’ll say, “At least we get paid." Therefore, ensuring a high quality customer service means bringing in people who actually respect their job and finding such people comes with a significant cost. Ever had a chance to speak with American Express support team? They’ll make your day. They’ll make you fall in love with them and with yourself, again. After that, try speaking with any random local bank’s support team. Moreover, humans are expensive in almost every possible aspect.
It’s good to be emotional and have aspirations but not when it costs you while you can easily build a business chatbot.
How to train a chatbot so it will remember forever?
One of the many reasons why businesses prefer creating a chatbot over hiring an entire support team is because they don’t want to invest time or money on training. Automation is the way to go and they believe in it.
Isn’t it also the reason why tech giants like Google, Amazon, and Netflix run on automated algorithms? It is so much better than hiring a team that sends out individual and personalised recommendations to people. Or letting people look for a product on their own and search through an inventory that consists of hundreds and thousands of items. It will increase their time-spent on the site but ridiculously reduce the number of active purchases. The whole idea in itself doesn’t seem feasible.
Compare this situation with that of your business, where people are trying hard to figure out what your customers want. Executives multiple queries at a single time, with less time to provide any sort of personalisation. They may know how to talk well but would they want to do it every single time and with every single customer? Highly doubtful.
How to build a conversation?
With features like conversation modeller in the market, it’s actually very easy to build the conversational flow with a chatbot. So, why waste resources on training forgetful humans? Here’s an example of how a conversation modeller looks like-
With this, you can-
Conclusion
If you’d like to give it a try or know more about visual conversation modeller and chatbot technology, please visit Engati!
Build a chatbot as per your need by registering with Engati today! Get started with a free trial.
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