Have you ever wondered who’s on the other end of the chat conversations you have with companies? Oftentimes, you’re talking to a flesh-and-blood customer service agent. But as technology continues to develop, there’s a better and better chance you’re actually talking with a computer.
Chatbots have become extremely popular for answering basic questions and providing baseline advice. Although a chatbot can’t answer every inquiry a customer may have, they can provide help at all hours of the day or night. And because companies don’t need to hire an actual employee to sit back and wait for customer questions, chatbots provide businesses in a variety of industries with a way to help their customers for minimal cost.
But what industries are taking advantage of chatbots? Here are four you may not have considered.
Whether we’re talking about car insurance or health insurance, chatbots have been taking over the insurance industry. Before chatbots, clients needed to wait on hold for extended periods of time just to ask a few questions about their coverage. But with chatbots, they can log in and get the information they need within minutes.
Chatbots for insurance can provide details about coverage plans, help clients sign up for new plans or even take down details about claims. With a chatbot, clients can find out if they’re covered and get the assistance they need in only a fraction of the time.
2. Banking and Finance
The finance industry is another one that’s taking advantage of chatbots. Because there seems to be very little trust surrounding the banking and finance world, chatbots provide them with an opportunity to connect one-on-one with clients in an effort to boost trust. Because they’re available to take questions, chatbots allow clients to have their financial questions answered quickly and accurately.
Chatbots also help banks save money. Because a chatbot can answer questions without requiring the salary of an employee, banks are better able to keep their team lean for maximum efficiency. Clients get unique attention and banks get to save money, making chatbots in the financial industry a win-win.
Travelling is a stressful time no matter how prepared you are. Flights can get delayed, hotels aren’t ready when you show up and, when travelling in a foreign country, it can be difficult to communicate if the hotel staff doesn’t speak the same language. However, chatbots can help in each of these areas of hospitality.
When a hotel or airline uses a chatbot, they can provide basic information and answers without keeping a staff member available for a response. This means everyone can get the information they need immediately. Even better, chatbots can be used in a variety of languages and are easily translated, making international travel — and customer service — a breeze.
4. Food and Dining
The food industry is also taking advantage of chatbots to create a better experience for both sides of the equation. Customers are able to make and confirm reservations or even order through the chat service. This means the restaurant is able to focus on creating awesome food and providing excellent customer service.
Chatbots are used at all levels of the food industry, but are particularly well-liked among millennials. This means fast food restaurants and establishments that focus primarily on takeout have had the best experiences with chatbots.
With the popularity of chatbots growing, we can expect to see them in even more industries as time goes on. As one of the best ways to provide customer service to clients regardless of location, time of day or communication barriers, chatbots can be beneficial to companies in many ways.
Learn more about chatbots and how they could be game changing for the telecoms industry at LTE Voice & Advanced Communication Services 2017.