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May 27th, 2019
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  1. Chatbots today {should|ought to|must|need to} not be conflated with chatbots of the past: the {technology|innovation} is {more advanced|advanced} and the {customer|client|consumer} experience is {likewise|also|similarly} {enhanced|improved|boosted}. Historically, the {opportunity|chance} {cost|expense} of {a poor|a bad} experience due to chatbots {often|frequently|typically} {outweighed|exceeded|surpassed} the {cost|expense} {reduction|decrease} {component|element|part} due to ticket deflection. {But|However} thanks to {improved|enhanced} {artificial intelligence|expert system} and {machine learning|artificial intelligence} {capabilities|abilities}, chatbots today {are instrumental|contribute} for {streamlining|improving|enhancing|simplifying} and {optimizing|enhancing} {customer service|customer support|customer care|client service} operations. Here are the {five|5} {main|primary} {reasons why|reasons|reasons that}:
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  3. 1. No Wait Time
  4. This is {probably|most likely} the most {obvious|apparent} {benefit|advantage} of chatbots, {but|however} it {remains|stays} {vitally important|essential|critically important} {nonetheless|nevertheless|however} when it {comes to|concerns|pertains to} {optimizing|enhancing} the {customer|client|consumer} experience. {Customers|Clients|Consumers} {simply|just|merely} do not like to {wait for|wait on|await} {help|assistance|aid}-- any wait time can {lead to|result in|cause} {frustration|aggravation|disappointment} and {potentially|possibly} churn. At the {same|exact same|very same} time, it does not make {fiscal|financial} sense to have an oversupply of live {agents|representatives} waiting to {respond to|react to} each {incoming|inbound} chat {instantaneously|instantly|immediately}. Chatbots are a smarter {way|method} to {ensure|guarantee|make sure} that {customers|clients|consumers} {receive|get} the {instant|immediate|instantaneous} {response|reaction|action} that they {demand|require}.
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  6. 2. {Minimized|Reduced|Lessened|Decreased} {Agent|Representative} Transfers
  7. {An additional benefit|A fringe benefit} of chatbots is that they {classify|categorize} {issues|problems|concerns} to {help|assist} {route|path} tickets to {right|best|ideal} {agent|representative} the {first time|very first time}. Having a live {person|individual} {answer|respond to|address} the {initial|preliminary} {query|inquiry|question} {and then|and after that} {manually|by hand} {categorizing|classifying} (and {especially|particularly|specifically} {assigning|designating|appointing}) the ticket {takes time|takes some time|requires time}. A chatbot {combined|integrated} with automated routing can {take care of|look after} this {process|procedure} {accurately|precisely|properly} and {instantaneously|instantly|immediately}, {thus|therefore|hence} {reducing|decreasing|minimizing|lowering} the time and {cost|expense} {associated with|connected with|related to} {transferring|moving} {a customer|a client|a consumer} {between|in between} {different|various} departments.
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  9. 3. Quicker {Issue|Problem|Concern} Resolution
  10. {Providing|Offering|Supplying} {an immediate|an instant} {response|reaction|action} is {valuable|important}, {but|however} {having|having actually} {an expedited|a sped up|an accelerated} resolution is {arguably|probably|perhaps} {even more|much more|a lot more} {important|essential|crucial} to the {customer|client|consumer}. {Customers|Clients|Consumers} {don't|do not} {just|simply} {want to|wish to} be heard, they {want|desire} action-- {quickly|rapidly}. With chatbots {collecting|gathering} {information|info|details} about the {customer|client|consumer} and {issue|problem|concern} ahead of time, {agents|representatives} will be {armed|equipped} with all the {data|information} they {need|require} to {most|many|a lot of|the majority of} {efficiently|effectively} {resolve|deal with|fix|solve} the {issue|problem|concern}. {An additional benefit|A fringe benefit} is that if the {agent|representative} has follow-up {questions|concerns}, the {customer|client|consumer} can {answer|respond to|address} in {real|genuine} time {as well|also|too} ({as opposed to|instead of|rather than} {having to|needing to} {wait around|linger} if they are {inquiring|asking} through {a different|a various} channel like {email|e-mail}).
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  12. 4. {Improved|Enhanced} Self-Service
  13. Self-service is {nothing|absolutely nothing} {new|brand-new}, {but|however} when layered with {machine learning|artificial intelligence} and the chatbot {interface|user interface}, it {adds|includes} {a new|a brand-new} level of {incredible|amazing|extraordinary|unbelievable} {value|worth}. Historically, chatbots {have|have actually} {received|gotten} {a bad rap|a bum rap} for {inaccurately|improperly|incorrectly|erroneously} routing and {responding to|reacting to} {customers|clients|consumers}. {But|However} with {machine learning|artificial intelligence} and {improved|enhanced} {data|information}, chatbots can more {efficiently|effectively} direct {customers|clients|consumers} to {answers|responses} that will {actually|really|in fact} {help|assist} them. This will {simultaneously|at the same time|concurrently|all at once} increase both ticket deflection rates and {customer|client|consumer} {satisfaction|complete satisfaction|fulfillment}.
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  15. 5. {Cost|Expense} optimization
  16. Yes, chatbots {help reduce|help in reducing} {costs|expenses} by {reducing|decreasing|minimizing|lowering} {manpower|workforce}. {But|However} it {goes beyond|exceeds|surpasses} {cost|expense} {reduction|decrease}. According to {a recent|a current} report, {enterprises|business} {should|ought to|must|need to} {focus on|concentrate on} {cost|expense} optimization {instead|rather}, as "{companies|business} that {take advantage of|benefit from|make the most of} chatbots' {larger|bigger} {cost|expense} optimization {opportunities|chances} can":
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  18. Bring scale with chat concurrency
  19. Automate end-to-end {business|company|service|organisation} {processes|procedures}
  20. {Enable|Allow|Make it possible for} {new|brand-new} {customer service|customer support|customer care|client service} {models|designs}
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