The Impact of Chatbots and Virtual Assistants on CX
Chatbot integrations are becoming an increasingly popular add-on for websites, and for good reason. This AI-powered feature is designed to assist website visitors with a variety of online tasks, such as finding specific information on a website, contacting customer support, or answering basic questions about the organization. Implementing a chatbot is typically a part of an organization’s strategy to create more meaningful experiences for customers who are interacting with their brand online, but how big of an impact can this technology make on CX?
In recent years, CX has become a major focus for IT leaders, and many are exploring how the latest AI-powered integrations can help them achieve their long-term goals. Let’s learn more about the key advantages that chatbots and virtual assistants can bring and how they can positively impact CX.
Virtual Assistants Offer 24/7 Customer Assistance
While having a well-trained contact center staff can be important for delivering meaningful customer experiences, they are only available during normal working hours. It is possible to hire staff to provide around-the-clock customer service, but the costs associated with this strategy can quickly add up (salaries for each employee, additional equipment, etc). Virtual assistants are active on a company’s website 24/7, allowing for proactive customer service to be accessed by customers at any time. This enhanced accessibility does not increase long-term business expenses either; after the initial implementation costs are covered, virtual assistants exist on your website as a useful, cost-effective solution that delivers high-quality support for years to come.
Chatbots are Designed to Quickly Answer Questions
According to Adweek, 65% of chatbot users surveyed stated that they prefer to receive support from AI-powered tools rather than contacting human customer support agents. Due to this increasing preference for chatbots, providers are designing them to respond more quickly to customer questions and requests. Recent IBM research has shown that chatbots can now answer about 79% of all customer inquiries accurately, and with continuous advancements in AI-powered technology, this figure is sure to increase in the near future. Plus, implementing a chatbot on an organization’s website can allow users to find the answers to their questions without having to leave the site; this is key for increasing consideration among users who are considering your company’s products and/or services.
Realistic Interactions Can Increase Revenue
Chatbots and virtual assistants are useful for much more than simply providing support; research has shown that positive interactions between virtual assistants and consumers can actually increase customer spending. Businesses across multiple industries have reported 20-40% increases in customer spend since implementing chatbots into their website. Thanks to continuous AI learning, the degree of realism that chatbots can channel in customer conversations is growing every day, which makes the technology more approachable and easy to interact with for the average user. Customers are more inclined to support a business when they feel that they have been personally impacted by them, and implementing a virtual assistant on your website can help forge new relationships between potential customers and your organization.
Embrace the AI Revolution with CCG
The current state of AI is always changing, and new developments in chatbot and virtual assistant technology have the potential to make a major impact on your business’s CX efforts. CCG is at the forefront of the AI revolution, working with the IT industry’s top providers to create bespoke IT solutions for organizations everywhere. If you’re ready to embrace the AI revolution, CCG is ready to partner with your business and help you discover how AI can make a difference. Contact our team today to learn more about how we can help you achieve your long-term business goals with AI!
