Scaling up intelligent Chat and Voice interactions 24x7 with AI bots

A researcher engaged in programming an AI chatbot, fostering human-like interactions.

Human Chats, Bots, and AI Chatbots

Human interactions are irreplaceable, but they cannot be replicated 24x7 with the same level of physical energy, sustained empathy, and positive emotions, especially when the interactions are purely informative or with irate customers. Bots, on the other hand, can be active 24x7 at the same level of non-judgmental bias and, in fact, with a growing level of learning from each interaction. Also, a human agent can multi-task and interact with a maximum of 2-3 customers at a time, while a bot or AI agent can talk to thousands of customers at the same time fluidly, depending on the software capacity and configuration.

What are AI Chatbots?

There are many different kinds of bots, but they are mainly categorized based on fixed-script and free-flow scripts. Fixed-script bots follow a linear structure for providing information to customers and typically answer only a fixed set of options. Whereas free-flow script bots respond to open-ended questions.

These free-flow script bots, used for chat interactions, which are powered by AI (OpenAI or In-house AI), are called AI chatbots and have a learning database from public and private datasets. Unlike human agents, who are slotted based on specialized topic queues, these AI chatbots can converse and provide answers for all diverse questions related to the company and industry.

The Benefits of AI Chatbots

There are many benefits of AI chatbots. Some of them are:

Improved customer engagement: This is two-fold. 1) Freeing up human agents for more complex interactions, bots can manage mundane and repetitive tasks with relative ease and efficiency. 2) They have deep and complete conversations with customers to understand their needs better and not worry about KPIs like AHT and others.

Easily scalable and reduced operational costs: AI chatbots can be scaled up/down quickly depending on the surge/drop of customer volumes. Changing human agent deployments at short notice can hit the costs very hard. Deploying AI agents can help manage the variable costs and demands of handling the sudden volume changes.

Quick training with low downtime: While human agents have to go through refresher courses periodically, they are not on the production floor while training for days/weeks. AI chatbots have a deep and quick learning curve, and the training is ongoing, which includes the internet datasets, best practices, previous customer interactions, and others.

Vast omnichannel reach: AI chatbots can respond consistently across multiple platforms - including web pages, social media, messaging apps, and others - ensuring they can interact on the platform that the customers would like to interact.

Increased sales, insights and targeted marketing campaigns: With the relevant questions from its dataset learning, AI bots can better sell product-services with insights obtained from detailed questions.

Specialized by industry nuances and deeper vertical analytics: By feeding in the specific industry dataset for training, the AI bots can be made to have personalized interactions and focus on the right questions to ask for relevant questions for better understanding the customers.

Consistent communication: Customers receive consistent information and messaging across platforms, which helps maintain brand integrity and customer loyalty.

The challenges of AI chatbots

Lack of emotional intelligence and empathy: Bots are not wired for emotions and do not feel or understand emotions. Based on this, they must not be used for interactions that involve sensitive information, therapy, prescribing medical advice, and similar activities that require deep human expertise.

Handling complex interactions: Highly specialized industries like medicine or others may not be able to utilize these services for their interactions, except for the informative and administrative aspects.

An apt solution could be deploying a collaborative mix of a fixed number of human agents for handling critical or complex issues and handling the variable flows with AI agents for informative and routine queries, thereby controlling cost surges and managing volumes.

Chatzy - AI chatbots

We have developed and collaborated with an AI chatbot, Chatzy. Chatzy has chat, voice, and avatar versions for interactions across modes.

The platform thrives on being:

• No-Code Builder: Chatzy’s platform enables users to develop personalized AI Agents without requiring coding or programming expertise.

  
  

• Deploy Anywhere: Chatzy is easily deployable on various platforms, including WhatsApp, Messenger, Twitter, Instagram, LinkedIn, Telegram, websites, and apps.

  
  

• Security First: Your data is stored on highly secure AWS servers. It is never sold to third parties or used by Chatzy.

  
  

It is utilized for automating sales funnels and customer support services across B2C companies of all sizes. It provides personalized support, contextual understanding, data-backed responses, and improved response time, eliminates human error, and evolves in intelligence with the growing number of interactions.

If you would like to know more and deploy it instantly, check out Chatzy AI.