An advanced chatbot is like a virtual member of the staff whose skills depend on the training given to it. It can read and write emails, use instant messaging for in-house communications, and use Enterprise Resource Planning systems such as CRM, Warehouse Management System etc. In addition, artificial intelligence is constantly learning more skills through training, just like a regular employee. A well-designed and trained chatbot is a virtual assistant with major benefits:
- Provides customer service 24/7, 365
- Improves the customer service experience and customer satisfaction
- Helps increase sales
- Frees other employees' time for more productive tasks
Of course the bot must also be suitable considering the image of the business. A chatbot for a funeral parlor may need to be serious, but it is usually better to have a virtual assistant which is happy, cheerful and relaxed. The customer experience must be positive.