Industry Implications For Chat-Based Customer Service

Industry Implications For Chat-Based Customer Service
Health

Brands across industries, from finance to retail and food, are finding ways to improve customer service by incorporating AI chatbots

PSFK Labs
  • 4 may 2018

Once belonging to a sect of trivial and gimmicky digital implementations, the chatbot has become integral to servicing customers through advances in artificial intelligence and natural language processing.  Not only are the chatbots providing communication with consumers more quickly than live personnel can, but they also demonstrate a measurable capacity to convert visitor traffic, increase sales and boost customer engagement, while lowering operational costs.

Technological development has enabled a new generation of bots to be implemented across a range of sectors and industries. Here’s how virtual agents are impacting and enhancing six particular areas, from the worlds of finance to healthcare and food.

Banking & Finance
Finance is built on processing information, which makes it an ideal industry for automation and reduction of salary expenditure. Chatbots can automate wealth management, underwrite loans and insurance, provide advanced analytics, and detect and notify clients about fraudulent behavior.

Retail & Commerce
Keeping customers on site by answering their questions immediately lowers the chance that shoppers will abandon their session and seek out a competitor. Bots allow brands to provide cohesive, consistent customer service while increasing the speed and number of sales on site.

Travel & Hospitality
Travel has an unusually long funnel compared with other e-commerce sectors where customers are easily bombarded with information and choices. Rather than browsing numerous offers, a chatbot can provide suggestions that meet specific criteria and interact with travelers in their preferred languages.

Media & Publishing
Digital media thrives by anticipating and acting on users’ interests. Personalization and relevance are essential for success. Because chatbots can provide highly personalized service, they might be the ideal medium for delivering tailored content to readers as they move throughout their days.

Healthcare
The patient experience is a complex journey with multiple touchpoints to navigate before a consumer even gets in to see a doctor. Chatbots can overcome many of these challenges by helping individuals understand everything from their insurance coverage to their symptoms while assisting with appointment scheduling and paperwork and facilitating conversations with medical staff. This high-touch service ensures that patients will receive the care that they need.

Food & Beverage
Particularly when on the go, consumers want an easy and convenient channel for placing their orders and paying, while ensuring accuracy and speed on the other end. Bots offer that first point of contact with the ability to tap into past preferences to make recommendations and offer upsell opportunities, all without having to get customers to download one more app.

Virtual agents are becoming ubiquitous, and various industries continue to find new and better implementations for bots to improve services, products and the consumer experience. For more details on AI and chat-based customer service, download PSFK’s Customer Service Debrief.

Once belonging to a sect of trivial and gimmicky digital implementations, the chatbot has become integral to servicing customers through advances in artificial intelligence and natural language processing.  Not only are the chatbots providing communication with consumers more quickly than live personnel can, but they also demonstrate a measurable capacity to convert visitor traffic, increase sales and boost customer engagement, while lowering operational costs.

+AI
+AI
+artificial intelligence
+banking
+chat
+chatbots
+customer service
+customer support
+customer-service-debrief
+debrief
+financial services
+Food
+Health
+hospitality
+hotel
+Luxury
+Media & Publishing
+psfk labs
+research
+retail
+Shopper Marketing
+Shopper Marketing & Promotion
+technology
+travel
+Virtual Commerce

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