The expanding global arena of artificial intelligence has impacted businesses of all sizes. Companies must provide excellent customer service to thrive in today's competitive, technology-rich world. But how can you guarantee that your consumers are receiving the best service, given the size of your client base? I have an answer to this: it is through customer service chatbots.
Through this blog on how to create a customer service chatbot, you will get to know the steps to create the chatbot and the benefits of the customer service chatbot. Along with it, the blog will also discuss the top chatbot platforms and, finally, the key features that you must mandatorily incorporate into your customer service chatbot.
This blog has been curated after researching multiple customer service chatbots, journals, research papers, and blogs written by people who have used them, including both experienced and first-time users. So, let’s get started!
What are customer service chatbots?
Customer service chatbots are computer software that employ artificial intelligence to interact with customers via messaging or chat for automated support and assistance.
They provide a conversational experience by using natural language processing (NLP) to read and respond to consumer inquiries, answering questions, fixing problems, and assisting users throughout the entire process.
Customer service chatbots can help you assist your clients with various tasks, depending on the sector they are integrated into. From being accessible 24/7 to providing personalized services and keeping your customers safe from all kinds of fraudulent activities, the customer service chatbot does it all.
Step-wise guide to creating a chatbot
The process of building a customer service chatbot typically involves 6-7 steps. However, we at Copilot.Live will help you build your chatbot in just five simple steps, listed below.
Step 1: Visit the official website
.webp)
The first step will require you to visit the official Copilot website on the Google search engine results page (SERP). Here’s the link for you: https://www.copilot.live/
Step 2: Sign up for free!
.webp)
The second step requires you to visit the official website and click the sign-up button located in the top right corner. Once you sign up, you will be presented with the company's terms and conditions. Here you will be required to read and agree to our terms and conditions. Once you're done, a pop-up form will appear, asking for a few details about yourself. Feel free to share all the information with us; we are safe, and keeping your information safe is our top priority.
Step 3: Name and design your chatbot
Here comes the interesting part. Once you log in, you will see a tab with multiple menus on the Copilot dashboard. Overview, configuration, inbox, data sources, deploy, workflow, and integrations are some of the menus. You can set the basic identity and personality of your chatbot by creating a persona under the configuration menu. You can also see the details of each conversation the chatbot has with customers on the Inbox page.
Step 4: Train your chatbot
Now that your chatbot is ready, you'll next go to the data source menu and add data as needed. Remember, this data is what your chatbot will use to answer customer questions. So be very careful about what you feed. We suggest doing broad research before feeding data to your chatbot.
Step 5: Test and deploy
.webp)
Your customer service chatbot is ready. However, to avoid any further issues, we suggest running tests on it by implementing it in your app and WhatsApp, wherever you plan to deploy it. Also, before deploying it, don’t forget to turn on the "Fresh Chat Inbox" feature of Copilot.Live, as this feature will help your chatbot transform from a gadget to a human being seamlessly.
Benefits of customer service chatbots
According to a report by Adam Conell, the top chatbot benefits rated by customers are as follows:
Apart from the benefits mentioned above, I have listed some other crucial benefits of using customer service chatbots below for your reference.
1. Increased employee performance
Before implementing chatbots, the primary concern for most organizations was the routine customer service process. Companies had to keep a whole bunch of employees who would just cater to routine customer questions and perform simple tasks. This, though it sounds easy, eventually became a monotonous job that led to high attrition in many organizations.
To address this, companies began incorporating customer service chatbots. These chatbots have taken up the responsibility of dealing with both the existing and potential customers of a company and have become the primary form of first-hand interaction. This has eventually led the customer service executive to focus on something more meaningful and crucial.
2. Reduces overall cost
Similar to the point above, the implementation of customer service chatbots has significantly reduced the company's overall expenditure. With chatbots handling the entire customer service process and regulating first-hand communication, the amount of stipulated money for this job role has been substantially reduced by many companies.
According to a leading survey website, the implementation of chatbots has reduced the overall company expenditure by 30%.
3. Personalization
Call it an insignificant act, but people tend to feel gratified and complimented if their minute details are remembered and taken care of. The customer service chatbots are no different. From remembering your client’s name to recapitulating their entire previous transaction history with just a few details, this can work wonders for you and your organization.
By simply incorporating chatbots, your entire customer history and future conversations will be taken care of. In many cases, it has been observed that chatbots can cover the entire conversation with your clients without any human intervention. According to a study, chatbots can handle 70% of customer interactions on their own, without needing any customer support agents.
4. Omnichannel support
Omnichannel chatbot assistance is the offer of continuous and uninterrupted customer service across multiple channels, including websites, mobile apps, social media, and email. Chatbots answer consumer questions with the help of round-the-clock customer service and tailored interactions provided by these platforms.
We at Copilot.Live, ensure that our clients enjoy the same quality of service as mentioned above. With the help of Copilot.Live you can help your customers by responding to their queries with the help of chatbots across several social media platforms, such as Instagram, Meta, and WhatsApp.
Must have features in your customer service chatbots
To ensure that the chatbots you implement work efficiently and serve your clients the way they expect, there are a few key features that must be incorporated into your customer service chatbots. The sections below provide a detailed discussion of these features.
1. AI-powered insights
The first key feature to incorporate in your customer service chatbot is the ability to use AI agents to further optimize your service operations by providing knowledgeable insights on automating next support resolutions.
You must remember that choosing a chatbot that evaluates its impact on your overall service performance is equally crucial. It involves monitoring essential metrics, such as response time, cost to serve, and customer retention, across all channels.
2. Multilingual support
To ensure that your website or company reaches a global audience, you must include the multilingual capabilities of your customer service chatbot. To cater to people who vary in terms of geographical demography and linguistic disparity, it is categorically essential to incorporate multilingual chatbots.
Having a basic grasp of strong interactive skills is the first step to winning or cracking any business deal. Depending on your business compositions and the wide utility of those, you can choose to comply with a bare minimum of a set of top languages based on the countries that you choose to target.
3. AI voice calling support
Voice chatbots offer customers instant support, significantly enhancing the end-to-end customer experience through timely responses and accurate information transmission. Voice chatbots can enhance the first-call resolution rate and decrease call handling time. This efficiency, besides improving customer satisfaction (CSAT), also saves the time of human agents, allowing them to focus on more complex client requirements.
Top Chatbot Platforms
Out of the several top chatbot platforms out there, the list of the top 5 customer service chatbot platforms is listed below.
1. Copilot.Live
Copilot.Live is a leading chatbot platform that offers a tailored, interactive experience to both current and potential clients. It allows you to create an AI agent that behaves similarly to a human resource. Its most impressive feature is its flexibility; it can change the flow of conversation according to the intent of the dialogue.
This customization leads to engaging and enjoyable interactions that can improve customer retention. The feature is adjustable, allowing you to match the tone and requirements of any conversation.
Beyond this, Copilot.Live also supports everything from building forms to automating workflows. It helps you track financial expenses, recommends products, and demystifies the basics of the innumerable facilities it offers. Whether it's sharing account details with your customers or recommending a mobile phone or an apparel style, Copilot.Live does it all.
2. Haptik
Another financial and banking chatbot, Haptik, enables banks to manage the entire customer journey, from initial conversation and acquisition to post-purchase care. This virtual agent enhances operational effectiveness and drives revenue growth by prioritizing user experience and customer-centric design, ultimately enabling better business decisions.
With its sophisticated features, the chatbot mimics an in-person experience, presenting personalized recommendations, buying advice, and feedback from current clients.
3. ManyChat
ManyChat is among the leading chatbot platforms for managing social media business accounts. These rule-based bots allow you to gather contact details, engage with customers, or pause automation to hand over the conversation to a live agent.
It has audience segmentation to provide more targeted messages and integrates with multiple tools, including Google Sheets, Shopify, MailChimp, and Facebook Ad Campaigns. ManyChat has a drag-and-drop functionality that makes chatbot development easy and versatile. ManyChat helps reply automatically to comments on Facebook.
4. Kasisto
.webp)
Kasisto is a banking chatbot platform. Kasisto offers on-demand, personalized conversational banking. The chatbot is familiar with account behavior, recommends actions, and answers frequently asked service questions based on its advanced conversational AI and financial expertise.
The Kasisto chatbot also offers proactive delivery of insight to improve performance in the future, along with multi-channel support.
5. Tidio
Tidio is a comprehensive customer service chatbot that is designed to increase sales and improve support experiences. Its core feature is a set of robust chatbots that enhance real-time customer engagement. These bots can also gather client data efficiently and be customized using a range of templates tailored to specific needs.
This online business AI chatbot uses Lyro AI to engage in more natural and human-like conversations. Besides helping customers with inquiries and issues, Tidio can monitor users on your website and generate customized offers based on their behavior.
The true challenge of success will be being flexible, making the right technological investments, evolving constantly, and, most importantly, staying keenly sensitive to your customers' changing demands and expectations.
Getting the ideal combination of technology and people is more important to future customer service than the use of new technologies. Companies that excel at combining these two will not only survive the impending rapid changes but also thrive as a consequence of establishing closer relationships with customers, enhancing customer loyalty, and fostering long-term success.
