The use of chatbots with artificial intelligence technology has revolutionized the customer service industry. Businesses are now able to interact with their clients in ways never thought possible 20 years ago. This means the bar has been raised with regard to the customer experience. In addition to giving clients access to high-quality support 24/7, chatbots can now provide dynamic solutions when customer issues aren’t so black and white.
Customer support departments also stand to benefit from AI-powered chatbots as well. These tools provide a level of automation that makes it easy to streamline tasks and oversee clients’ issues better than ever before. For B2B organizations offering product support, this is invaluable. Statistics can easily back up the strength of chatbots in a support environment. If you’ve been on the fence about adding them to your customer service arsenal, keep reading. We’re breaking down some interesting data.
As a business, it’s always important to evaluate how your support process is being received by clients. If you’re using chatbots or other customer support automation tools, you need to know if they’re benefiting your organization. If they’re not, changes need to be made. Chatbots utilizing artificial intelligence have done extremely well with customers of both B2B and B2C organizations. Check out these stats:
- 70% of millennials say they’ve had positive chatbot experiences.
- 58% of customers say new chatbot technology has changed their expectations of a company.
- 77% of customers say chatbots will change their expectations of businesses in the next five years.
- 54% of customers say businesses need to transform the way they engage with their clients.
These numbers point to a general acceptance of chatbot technology and an urge for businesses to embrace them. If you haven’t, consider adding them to your support department.
Customer Service Agent Data
AI-powered chatbots can completely change the way support agents operate. Much of this change is prompted by the high level of automation chatbots provide. From directing clients to self-service resources to gathering important data, chatbots seem to do it all. The following stats show how customer service teams have adapted to using chatbot technology.
- 64% of service agents using AI-powered chatbots are able to spend the majority of their time solving complex issues. Without chatbots, this number would be 50%.
- 53% of support departments expect to be using chatbots within the next 18 months.
With AI-powered chatbots taking care of menial tasks, agents are now able to hone their expertise and provide skilled assistance to clients with more serious issues. Not only does this improve the customer experience a business provides, but it also allows agents to evolve. Moving forward, agents will work alongside chatbots, thus changing and expanding the role of agents.
Make Chatbots Part of Your Service Team
If you want your B2B organization to flourish in the coming years, it’s important you employ the most up-to-date support technology. Chatbots using artificial intelligence have already made a big impact on both customers and support teams. Integrate them now and start seeing the difference they can make.
PhaseWare can implement customer support automation tools into your current support environment. Contact us today to get started.