Chatbot and its importance in AI setup
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The document discusses the importance and functionality of chatbots in enhancing customer service across various industries by utilizing natural language processing and facilitating proactive customer interaction. Chatbots help in collecting user feedback, improving sales, and reducing operational costs while providing 24/7 support. It concludes that by 2020, a significant percentage of customer support will be managed by chatbots, highlighting their growing impact in sectors like e-commerce, retail, and healthcare.
Chatbot and its importance in AI setup
- 1. Chatbot and its importance in AI setup
- 2. ©2018 GAVS Technologies Confidential 2 Table of Content o Acceptance of chatbots o What does a chatbot do? o Enhance customer service experience o Proactive customer interaction o Gauge product and services o Improving sales o Cost saving solution o Operational paybacks o Popular chatbots in the market o Conclusion o About GAVS
- 3. ©2018 GAVS Technologies Confidential 3 Acceptance of chatbots Chatbots are widely accepted due to the following functionalities: • Simplifying interaction • Creating stability and reliability • Unique personality traits and backstories • Being relatable in real-life scenario
- 4. ©2018 GAVS Technologies Confidential 4 What does a chatbot do? • A chatbot uses Natural Language Processing (NLP) • It operates through – messaging applications, telephone, website, mobile app, voice application • It executes two tasks – analyze request of user and create appropriate response to that request • Enhances customer experience • Improves operational efficiency • Reduces cost of operation
- 5. ©2018 GAVS Technologies Confidential 5 Enhances customer service experience Customer interaction has become lively Chatbot learns from past history Chatbots can make accurate suggestions It is time saving, efficient and dependable 83% of online shoppers need chatbot assistanceSource: Secondary Research
- 6. ©2018 GAVS Technologies Confidential 6 Proactive customer interaction o Proactive customer interaction can create brand visibility and handle many requests at the same time. This can impact on competitiveness. By 2020, 85% of customer support will be managed by chatbots. o Customer engagement can be improved through: Speed Engagement HumorLucidity Interaction Source: Secondary Research
- 7. ©2018 GAVS Technologies Confidential 7 Gauge product and services • Chatbots can effectively collect feedback from end users • The process can be compact and precise • The feedback collected can help improve the quality of product and services • It also helps in business decision
- 8. ©2018 GAVS Technologies Confidential 8 Improving sales o Improve online sales o Enhance shopping experience o Make the process seamless. o Chatbot can improve e-commerce, ordering food online or booking a cab.
- 9. ©2018 GAVS Technologies Confidential 9 Cost saving solution o Chatbot substitutes customer service desk and saves effort and money. o According to Gartner, by 2020, 40% of customer support through mobile will be managed by smart agents.
- 10. ©2018 GAVS Technologies Confidential 10 Operational paybacks 24*7 customer support Cost effective Accurate and proactive assistance with empathy Customer satisfaction Accessibility to visitor’s data Improved marketing and sales strategy Mobile friendly Updated service
- 11. ©2018 GAVS Technologies Confidential 11 Popular chatbots in the market
- 12. ©2018 GAVS Technologies Confidential 12 Conclusion Chatbots have ensured that they create a massive impact on the business that depend on them across segments such as IT, e-commerce, retail, banking, leisure, travel and healthcare. As per market research, by the end of 2019, 6 billion connected devices will be dependent upon AI-powered chatbot support. Source: Gartner
- 13. ©2018 GAVS Technologies Confidential 13 About GAVS GAVS Technologies is focused on automation-led digital transformation services. GAVS’ IP led solution, Zero Incident Framework TM (ZIF) is an AIOps solution that provides a 360-degree view of enterprise IT health, proactively detects incidents before they occur and remediates with minimal human interference. GAVS is committed to improving user experience by 10X and reducing resource utilization by 40%. GAVS Technologies has empowered multiple hospitals and healthcare organizations with technology-led solutions and SMART delivery that has significantly improved patient care.