You’d think that Chatbots would be a convenient technology for automating and streamlining customer service. At least that was the intention. The problem is that people still want to talk with a live person, and many times companies don't share any helpful information on their website for live support.

Chatbots are limited in capacity, and when people expect to talk with a live agent, they are often connected to a bot that doesn’t always understand questions. This sets the stage for customers to go on a never-ending quest to find a way to talk with a human, and contact information is intentionally buried on websites.

Artificial Intelligence (AI) is seen as a failure for service industries because the technology is still very complex. There are many missteps regarding Chatbots, and the customer experience is mediocre at best. Chatbots are literally talking your customers out of doing business with you.

This is where the one-size-fits-all Chatbot solution isn’t viable anymore. The AI behind this technology is hard to develop because:

• General knowledge and data are difficult for computers to acquire.

• Differentiating between two sentences or two concepts is a significant problem.

• Delivering optimal customer service is challenging due to ever-changing consumer needs.

While many would think that business managers and IT departments have figured out the best and most effective way to improve customer service using technology, it’s simply not happening.

The reality is, consumers are still not ready to deal with bots, especially when it comes to troubleshooting and customer service-related issues. A recent study by Jeff Toister found that 71% of consumers would rather interact with a human than a chatbot. This is where a professional call centre like Intercon Messaging can help.

Another challenge here is how do you deliver an exceptional customer experience and still save money for your business or department?

As mentioned above, chatbots are complex. However, they are cheaper than hiring an in-house admin team but then again, so is a 24/7 call centre that is staffed with live agents ready to take your calls.

It's essential to think of the cost of delivering a poor customer experience via a chatbot. It has a ripple effect that will have a negative impact on your revenue and business reputation.

The goal for any business is to deliver impeccable service, save money and make it easy for customers to reach them. Outsourcing to a call centre with professionally certified customer service agents is the best option to achieve this goal. In addition, making it easy to get a live person will give customers more confidence in doing business with you.

At Intercon Messaging, we help businesses cost-effectively connect to real people. Our professional answering services are available 24/7/365, allowing you never to miss a call again and to help you deliver the best service possible to your callers.

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For more information about our customer service solutions, visit this link or call us at 866-605-2558.