Does a chatbot improve customer success? This is an important question in AI age because many companies cannot be ignorant of new technologies’ effects. Of course, new technologies are not able to solve every problem around us, but they change business landscape rapidly and tremendously. Therefore, it is better for management of every company to keep their effects and possible disruption in mind. In addition to this, each business leader has to make decisions and to take actions boldly so as to survive in this uncertainly world.
Let us back to the first question, “Does a chatbot improve customer success?” From customer’s point of view, the answer will be “Yes”. When customers want to ask something to companies, they face troubles or have problems in most cases. Thus, they want to solve problems or know answers as soon as they can. A chatbot enables companies to respond to customers 24/7 so that most of customers get some feedbacks from them. This process could improve customer satisfaction, which means that it leads to customer success. From company’s point of view, it should make its business profitable. Without profit, most companies do not sustain their business and it makes difficult for them to invest in future businesses. When it comes to profitability, cost reduction is essential and labor costs account for some part of costs. When companies introduce chatbots to replace people, they can reduce labor costs. Therefore, a chatbot can be ideal for both customers and companies.
Next question is how does Artificial Intelligence (AI) improve a chatbot? One of AI’s strengths is to analyze some pattern of data. As for customer inquiry, it is natural that there is some pattern. For example, when we reserve a hotel through booking services such as Booking.com, the service offers a chatbot to answer our inquiry and it has similarity: “How much is the price for staying?”, “How do we cancel our reservation?”, “Does the hotel is all non-smoking?”, “When will we pay?” or something like this. AI can collect, analyze and find similarities of the data, and finally improve its response. It is true that AI is not perfect and human beings can determine its algorithm, but we cannot overlook its potential for customer success.