You've probably heard of them. Or rather, you've probably already communicated with one of them. Chatbots, or customer service robots, are becoming an increasingly common and natural part of companies' communication flows. from a wide variety of sectors. Although still quite controversial – some abhor them, see them as substitutes for human labor and/or do not view them as efficient tools – bots have been proven to offeramong many other advantages, economyYes, they are accessible communication alternatives, responsible for To reduce service costs while maintaining productivity.Discover How to reduce costs with chatbots. Read more in this article!
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Reduce service costs
Let's start with the obvious: Customer service robots are capable of offering something that humans have a certain limitation in: simultaneous data processing!
An automated system has the potential to serve thousands of users at the same timeThis minimizes the unit cost of each call when compared to a human operator. While highly skilled and efficient, human operators have natural physical limitations: imagine a telemarketing operator having to handle and process 100 different requests simultaneously? Humanly impossible!
Expanding your production capacity without increasing costs is a considerable advantage. Brought to you by chatbots! More customer service, shorter waiting times, and lower costs!
Contain your infrastructure.
Another undeniable advantage! Imagine expanding your communication base with personnel (human attendants)?! Infrastructure (and maintenance) expenses become mandatory! We're talking about workstations, desks, chairs, machines, and any other equipment necessary for your attendant's workforce to perform their duties.
Artificial intelligence, of course, does not require this physical structure. Consider this: using a chatbot doesn't require any application, intranet network, or network ID. Chatbots are integrated into your customer service software, eliminating the need for significant infrastructure investment.
Reduce internet costs
Integrating chatbots with social media (such as Facebook, WhatsApp, and Instagram) and websites naturally requires internet access. But remember that... Chatbots can, for example, be used via SMS (text messages).
The solution is usually used in conjunction with other communication channels, but as a rule, It is possible to communicate with customers without internet access.
It's interesting to consider that, even in the event of general internet (or social media) outages, automated SMS support is not affected.
Eliminate rework.
Another enviable advantage of customer service robots: There's little chance of error!
It's not that machines never make mistakes (they are programmed and developed by humans), but Once programmed and validated, the chances of error are infinitely smaller compared to human interaction.Those who are overloaded, stressed, distracted, or poorly trained are more likely to make mistakes. These variables do not exist in the world of bots.
It is true that Minor adaptations, adjustments, and corrections need to be made. throughout the lifespan of a chatbot, but nothing that justifies or can be classified as rework.
Optimize billing
Have you ever heard the expression "leaving money on the table"? A misstep in a negotiation or even a mistake can contribute to failing to receive something that is rightfully yours or that was about to become yours.
The expression can be associated, for example, with cases of defaultAlmost all businesses today face the nightmare of non-payment. money to be received from debtor customersThe debt collection process is delicate and exhausting – it is often difficult to locate and speak with clients, complicated to request payment, and this process often drags on for months (if not years).
Debt collection chatbots represent an interesting solution for automating this process.These robots have proven to achieve good results, with regular and targeted contacts. Furthermore, your customer service team can focus on more strategic and complex tasks.
Save money with other apps.
Chatbots run on multichannel systems., i.e, They work across various communication platforms., such as WhatsApp, Facebook Messenger, Telegram, among others.
A unified platform, such as Matrix OMINIFor example, it can integrate artificial intelligence into more than 40 communication channels without needing to invest in new applications.
Sell more
OK! We've talked so far about each area where cost reduction and savings can be achieved with the introduction of chatbots. But it's far from limited to that, Customer service robots have an active role, acting as an important tool in the sales process..
The strong trend of conversational commerceThe messaging platform, in which people choose to clarify doubts, contact support, and make purchases through messaging, has gained new momentum with artificial intelligence. After all, The tool allows for 24-hour service, quickly and efficiently..
Moreover, automation is proving to be... interesting solution for transactional messages, such as protocol submissions, product tracking, access to personal accounts, among countless other services.
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Using chatbots today goes far beyond saving money and reducing costs.It is the certainty of providing a efficient and intelligent experience for its customer base. A path of no return, which is growing more and more sophisticated with new features and technologies Increasingly modern and attractive – all in the name of communication!
