Smart phones and 24/7 call centers have enhanced organizations’ communications with their customers and helped them meet new demands; and now artificial intelligence (AI) is further impacting this landscape. The number of enterprises that implemented AI grew 270% in the past four years and tripled in the past year, according to the Gartner, Inc. 2019 CIO Survey.
Consumers crave digital communication solutions that are fast and convenient, a job that chatbots seem to be accomplishing. They support consumers in the most efficient way possible. Gartner reports that 25% of customer service operations will use virtual customer assistants (VCAs) — or chatbots — by next year to quickly identify and solve customers’ problems.
But how can we measure the success of chatbots when their roles and metrics differ by industry? Let’s take a look at how chatbot technology is impacting customer support in the banking and healthcare industries.
In the banking sector, chatbots have become synonymous with enhanced customer experience. Consumers want the quickest, most convenient methods to solve a problem or complete a task, and chatbot technology is being used to meet these preferences. A Consumer Online Banking Trends 2018 study by Humley reported that two thirds of those surveyed believe that chatbots would be able to assist them, and 44% would rather communicate with a chatbot than an agent.
Financial services organizations are leveraging chatbot technology to lower costs associated with customer support and extend the hours of service. The success of banking chatbots is often measured by how fast they can assist a customer in completing a task. Whether it’s managing money, answering common questions about online banking or starting an application for a car loan — a chatbot’s goal is to assist users with the least amount of steps.
Just as in banking, chatbots serve an important role in healthcare where patient conversations and steps are likely to be longer and more detailed. Collecting specific information about the patient as well as identifying symptoms and details of their personal health history are critical and take time — an area that’s ideal for chatbots. The healthcare industry has increased its use of AI technology with chatbots to give today’s tech-savvy patients a more personalized, faster experience.
In addition to gathering patient data, healthcare organizations are using this technology to monitor chronic conditions, manage medication adherence and schedule appointments with a provider. Chatbot solutions can also provide real-time tone analysis feedback to contact center agents, enabling them to make on-the-fly adjustments to the conversation to provide better patient care through their word choice and tone of voice.
Chatbot complexity and tasks vary by industry, but the common goal is to provide consumers with service in a convenient and efficient manner. While chatbots can connect you with the right human or answer simple questions, they also recognize when it is time to elevate the conversation to a human. Chatbots do not replace live agents, bank tellers or nurses. They are implemented to support them and the consumer by directing them to the appropriate point of contact as quickly as possible. Businesses and organizations implement chatbots with the consumer in mind — to provide them with the best experience possible.