How Chatbots Will Transform Customer Experience in 2023
Named ELIZA, it was created by Joseph Weizenbaum at MIT in the year 1966.
It is, however fairly recent that AI chatbots are reaching their full potential. When integrated with a company’s Customer Relationship Management (CRM) systems, they can provide real-time automated assistance to customers.
Also known as Conversational AI Chatbots, these AI assistants are capable of holding conversations and imitating the decision-making capabilities of human beings.
AI Chatbots are revolutionizing the world of CRM and we at axiusSoftware are particularly excited to be one of the forerunners of this digital renaissance.
As of 2023, AI Chatbots have evolved extensively from their usual role of gathering data, processing it, and providing customers with personalized responses to their queries. The upcoming trends suggest a more effective, more efficient Chatbots development with enhanced language processing capabilities, integration into other systems beyond CRM, and the inclusion of big data as well.
In this blog, we will outline 4 ways AI Chatbots are impacting the digital world.
1. Enhanced NLP Capabilities
AI chatbots imitate the natural language tone of humans, to engage with users. It processes what is known as the Natural Language Model to give it the quality of conversing like a humanoid.
Natural Langauge Processing is used by AI to understand how human languages function, their grammar, and syntaxes. A part of Machine learning, NLP can be considered a synthesis between Computer Science and Linguistics. NLP is one of the core requirements in Chatbots development.
Before we dive further, let us find out how Natural Language works in AI chatbots.
- Natural language understanding (NLU): This is the process of understanding the meaning of human language. NLU chatbots use NLU to understand the intent of a user’s request and to generate a response that is relevant and helpful.
- Natural language generation (NLG): This is the process of generating human-like text. NLG chatbots use NLG to generate grammatically correct responses and that sounds natural.
- Machine learning (ML): This is the process of teaching computers to learn without being explicitly programmed. ML chatbots use ML to improve their ability to understand and respond to human language.
With the power of machine learning increasing by multiple folds, we can expect the NLP capabilities of AI chatbots to become optimized and streamlined resulting in AI interactions becoming more fluid and engaging.
2. Enhanced Artificial Intelligence
As AI continues to develop, it is bound to become more capable and intelligent. AI Chatbots with enhanced intelligence will be able to mimic humans closely and deliver relevant solutions to customer queries.
AI Chatbots gather and process information from existing sessions to offer better and more streamlined solutions for future sessions. In scenarios, where the cases are transferred to live agents, the conversation history is utilized as a case study.
Enhanced artificial intelligence would mean that Conversational AI Chatbots will be able to take on more customer sessions at the same time.
3. Improved Integration
Apart from just Customer Relationship Management, improvements in the field of AI Chatbots development have impacted various sectors:
1. Automated Sales
2. Marketing and Promotion
3. Human Resources
4. IT Support
Ed-tech giant Khan Academy announced in 2023 about integrating an AI chat support feature for their students that will smoothen their customer assistance and retention process even further.
4. Big Data Optimization
The term “big data” is used to characterize the enormous and intricate datasets produced by companies and other organizations. Big data analysis using chatbots to spot trends and patterns is becoming more and more common. Customer service, marketing, and other business operations can be improved with this information.
Based on a larger dataset, AI Chatbots will now be able to take better decisions and help customers make more beneficial and informed decisions.
AI Chatbots operating on big data will not only be efficient and streamlined but also help improve customer retention, thereby facilitating more conversions.
The Changing Faces of the Customer Experience in 2023
At axiusSoftware, we believe that CRM solutions paired with AI Chatbots can revolutionize the customer experience. With the primary objective of user satisfaction, AI chatbots can easily streamline processes and provide the exact data that is needed by the customer at any given point in time.
With an arsenal of pre-stored information that can be accessed quickly, AI Chatbots can hold intelligent conversations with customers. Our curated AI, ML, and IoT Solutions are already helping businesses digitize and improve their existing CRM systems. Visit axiusSoftware.com to find out more about our services.