Chatbots in customer service

4 important considerations for using chatbots in customer service.

If you’ve ever said, “Hey, Alexa,” or asked a question starting with the phrase, “Ok, Google,” you’ve engaged with a chatbot. While simple chatbots in customer service can return canned responses to inquiries, artificial intelligence (AI) and machine learning are powering much more sophisticated (and much more human-like) support.

Because they are always on, chatbots in customer service can engage with and support your customers 24/7. And while they’ll likely never fully replace human agents, when implemented thoughtfully, chatbots used in tandem with live agents can help you deliver seamless end-to-end conversational experiences that your customers will rave about.

What you need to consider when implementing chatbots in customer service.

To ensure your chatbots are working as hard as they should for your company, be sure that you address these considerations when implementing chatbots in customer service:

A good memory

The most successful salespeople connect with buyers in a meaningful way. Ensure that your chatbot is able to access and “remember” past interactions with the buyer and use that information to provide more personalized service.

Know when to say when

Even the most sophisticated chatbots in customer service can’t fully address every question asked of them. Customers with complicated situations or sensitive issues (like an insurance claim or medical concern) may prefer speaking to a live agent. Be sure your chatbots are set-up in a way that allows for a smooth and seamless transition to a live agent when appropriate.

Transparency

While advances in technology are sure to only improve the human-like capabilities of chatbots, it’s important to make it clear to your customers when they’re engaging with a chatbot and when they’re texting, typing, or speaking with a real person.

Your brand

You want every interaction prospects and customers have with your company to align with your brand, and your chatbot is no exception. Be sure your chatbot’s personality and voice align with your overall brand.

How can NICE help you leverage chatbots in customer service?

NICE has partnered with Google Cloud to bring its AI expertise into the CXone contact center. By enabling rich conversational experiences, businesses of all sizes have the opportunity to delight their customers with convenience and personalization – and many are discovering how AI helps deliver the kind of experience that’s worth raving about.

Learn More

Related resources

Case Studies

Best Practice: The Power of a Digital First Contact Center

Your customers have different preferences in how they want to contact your business. Hear from NICE customer, ESCI on how opening digital channels transformed their contact center, improved agent productivity and drive down costs for their contact center.

Learn more

Digital customer service.