watpapers-consumers-perspective-on-conversational-marketing-ai-enabled-chatbots

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As the current dynamic market booms, businesses are leaning towards using bots that are programmed with the aid of advanced technologies such as artificial intelligence (AI) and machine learning (ML) to maintain a competitive edge. They rely on artificial intelligence for automating business functions like customer service, sales, and marketing verticals. Bots also allow businesses to provide prompt assistance and enhance customer experience at various touchpoints of the customer journey. The major reason customers use chatbots are so that they can get their queries addressed even outside off the normal human working hours, owing to the bots’ 24x7 support. They are efficient, convenient and quick to resolve queries.

The important aspect of customer service is good quality support. Customers need to get their queries resolved quickly, efficiently and accurately without wasting time. For this, businesses can have different approaches, such as live chat, chatbots or implementing a hybrid approach. There must be a seamless transition between the chatbot interface and connecting with the customer service agent. Also, businesses must aim to collect customer feedback on the experience with the assistance given by the chatbot.

Insights in the report cover behaviour of people across gender, age group and town-class.

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