聊天机器人如何改善用户体验

如果人工智能或人工智能感觉就像未来的遥远事情，您可能会误解 - 在我们的研究中，我们发现63% of people不要意识到他们已经在使用AI技术。

A popular form of AI that people have started using — both as customers and businesses, are聊天机器人: simple AIs with branching logic that can be customized to respond to questions from customers.

如果似乎使用机器人会吓到客户，请考虑48%of customers already feel comfortable with interactions managed by bots, and 71% say that they would be happy to use a bot if it meant an improved customer experience.

In this post, discover key ways that chatbots can improve the user experience and supplement your customer service strategy.

1.提供客户支持。

The most significant way that chatbots improve the user experience is by simply providing additional avenues for customer support. With chatbots, customers are given another channel to contact your business aside from over the phone, via email, or visiting a store front.

还有一个额外的选项会增加便利性，因为大多数聊天机器人都可以通过移动设备或计算机轻松访问，这意味着消费者只要拥有兼容设备，就可以从任何地方找到解决方案。

71% of customersalready expect brands to offer customer support over messaging channels — improve your user experience by meeting an existing customer desire.

2. Offering quick responses to simple questions.

顾客want quick responses from support teams when they reach out with simple questions. But, as many support teams handle a large volume of requests, it’s not always feasible to immediately answer questions, regardless of how simple they are.

这是聊天机器人是一个解决方案sue, as they can handle multiple conversations at once and provide quick responses to all queries, especially when it comes to answering simple questions.

例如，Facebook Messenger Chatbot无需致电您的业务询问您的开放时间并被搁置多长时间，而是可以迅速回应您的开放时间。如果客户要问一个需要人类代表的动手帮助的问题，聊天机器人还将知道如何将查询充分地转移到可用的代理商。

3. Reducing customer wait time.

It’s well known that a top customer frustration is long wait times, as people want quick solutions without having to be on hold or wait to receive an email reply.

聊天机器人有助于改善客户体验的这一方面。不管问题的类型如何，聊天机器人都可以在那里当客户伸出援手时立即为他们提供帮助，无论是提供简单的解决方案还是将其转移给更适合帮助的现场代理商。

与聊天机器人交谈时59%of survey respondents expect a response within 5 seconds or less — something that would be difficult for a human to meet. As such, adopting chatbots will help you speak to this customer desire.

4. Relieving customer service pressures.

当聊天机器人经过培训以回答常见的客户查询并提供快速解决方案时，支持团队会减轻对低调问题和更高优先级问题的压力，这些问题需要更多的关注。实际上，43％企业说，他们采用了聊天机器人，因为他们想节省自动化客户服务的时间。

Reps can instead focus on high-impact, time sensitive matters, while chatbots answer standard questions like providing your business’ open hours.

5. Offering always on customer service.

聊天机器人补充客户体验的另一种方式是，始终在时钟客户支持中提供 - 实际上，64％客户说24/7服务是聊天机器人的最佳功能。

When support is always available, customers no longer have to wait until your business reopens to get a response because a chatbot is there to respond to a query. If a serious issue were to arise when your human support reps aren’t online, a chatbot could even give the customer a timeline for when they can expect to speak with an agent. Without a chatbot, the customer may be sitting around waiting to hear back from someone, wondering if their query had even been received in the first place.

6.产生高质量的线索。

通过与客户的对话，聊天机器人了解了更多有关他们的信息以及与您的业务有关的位置 - 例如，他们是合格的潜在客户，还是只是感兴趣的潜在客户。

在这方面，聊天机器人可以通过收集有关潜在客户的信息并评估其对您提供的内容的兴趣来帮助您改善用户体验。然后，当您知道它们的立场时，您可以为他们提供其他业务材料，您知道您的需求。

漂移调查了各个行业的B2B专业人员54.8％of respondents reported that they receive a greater volume of high-quality leads from using conversational tools.

7.获取有关您的业务如何整流罩的信息数据。

Just as you can generate high-quality leads from chatbots, you can also obtain useful information about how your business is fairing in the eyes of your customers.

当客户发送消息时，您可以了解他们面临的问题。如果您注意到类似问题的趋势，则可以使用此数据来更新常见问题解答页面，产品说明和知识库，或者培训聊天机器人来回答这些问题，以便您的客户面临更少的问题。

您还将了解客户如何谈论您的产品以及他们如何讨论它们，从而使您对客户对所提供的知识有宝贵的了解。这可以帮助您量身定制业务材料，例如营销内容，使用客户使用并可以轻松与之相关的语言。

8. Provide personalization.

Chatbots personalize a user experience, tailoring the conversation to match the customers exact need.

With personalization, chatbots can suggest products to customers based on their queries, provide offers based on their buyer's journey, and even suggest the best possible next source of action depending on their need.

Over To You

决定利用聊天机器人in your customer experience strategy depends entirely on your business needs. If you choose to do so, you’ll likely find your support reps being able to spend more time on time-sensitive issues, satisfied customers that find quick solutions, and you’ll generate an in-depth understanding of your audience that can help you better serve them.