What Is a Customer Service Chatbot?

Automating the process of responding to customer service questions allows your team to use their time more effectively to deliver a better and more consistent experience for your customers. The customer service chatbot can automatically respond to different queries and even use connected databases to find the answer to more complex questions. With the right data, the bot can be very personal. It can adapt the answers based on the known customer data, and even make recommendations based on their preferences.

Additionally, advanced AI chatbots combine machine learning and Natural Language Processing (NLP) and operate on context, not just keywords. That means your chatbot can deduce intent from responses, making it seem as if the customer is speaking to a human and providing exceptional customer service.

Analytics help to understand your customers even better, enabling you to optimize the bot continuously. Many organizations start off their automation journey with certain topics in mind, but once they go live, the data shows the customers actually ask completely different questions. These insights help optimize not only the bot but also the live customer service.

Benefits of a Customer Service Chatbot

If implemented correctly, a customer service chatbot can save you a lot of time and money. The most important benefits include:

• 24/7 support for your customers without any waiting times
• Faster issue resolution – even if there’s a handover, agents will be armed with more data already.

Typical Customer Service Chatbot Questions

1. How can I cancel my membership?

2. When can I expect my delivery?

3. Where’s my nearest store? 

How to Get Started With a Customer Service Chatbot

Whether you’d prefer a scripted chatbot or an AI chatbot, you can build it with the software offered by CM.com. Our team is available to provide the support you need to future-proof your customer engagements.