White Paper: Chatbots and Customer Service

How Bots Help Your Customers Get Answers in Real-Time

Technology and innovation has made today's economy more "on-demand" than ever. From entertainment to food delivery, consumers are conditioned to believe that they can get anything, anytime, anywhere at the push of a button on their mobile phones. The impact on customer service has been enormous, as people want the information they need or their issues addressed in an incredibly short span of time.


The result for customer service, support, and care is that consumer expectations are higher than ever. If people don't get the answers they need right away, they're likely to switch over to a competitor. In fact, Microsoft's 2016 Global State of Customer Service Report indicates that 93% of consumers think customer service is a key factor in determining their loyalty to a brand.

Digital channels will be the future starting point for most customer care interactions. Over 50% of customers now believe they should be able to resolve their issues on their own, without relying on a live customer support agent. This according to a study conducted by Zendesk.  In another survey, Harris Poll found that 64% of customers would rather text than call a business. The increasing reliance on self-service reflects rapid growth in digital-savvy users. These people have grown up communicating, and accessing data, over the internet. They see a digitally available self-service option as the most time and cost efficient method for solving problems.

To provide rapid (yet still personalized) service, companies are finding one technology particularly revolutionary: Chatbots. In layman's terms, a chatbot is a computer program that simulates human conversation through artificial intelligence and guided conversation. If someone sends a customer service inquiry via SMS message, for instance, a chatbot can interpret the message and come up with an immediate response that is likely to address the issue. Some even predict that by 2020, 85% of all customer service interactions will be managed by non-human technologies like chatbots.

Today, we’re at an inflection point for chatbot technology. Adoption, innovation, and customer acceptance of intelligent agents is increasing. Both businesses and customers are recognizing the user cases and value of virtual agents in terms of customer service and support. In this white paper, we’ll dive into why now is the time for chatbots, how companies can phase them into their support processes, and areas to achieve quick (and long term) ROI wins by utilizing chatbots for customer care.


Chike Agbai