Salesforce – the world’s #1 CRM platform, maintains its spot by outshining itself every time. Today, CRM has become an inevitable part of most businesses irrespective of their kind. Customer service is never an easy job even with a vast human resource backing it up. Most businesses today thrive on an extensive CRM and perfectly orchestrated automation suitable for their company.
With Salesforce Service Cloud and AI integration, chatbox conversations between customers and representatives have been made easy and spontaneous. It can effectively reduce human intervention in such interactions and improve the response time for better services. Along with Einstein AI, Salesforce is successfully creating chat bot interactions for immediate responses to its customers and also giving meaningful assistance for reps to keep up with their clients. Let us understand more about AI Chatbot.
What is an AI Chatbot?
From the term “ChatterBot” originally coined by Michael Mauldin (creator of the first Verbot, Julia) in 1994, chatbots have evolved progressively. It is a computer program that imitates human interaction in the form of speech, text, or both. Bots are software that will perform automatic tasks. Chatbots are really just like a normal app program. There is an app layer, a database and APIs to call other external administrations.
So how do they really work?
Artificial Intelligence helps chatbots by discovering data patterns through machine learning. It is done by artificially replicating the patterns of human interactions. They analyze these patterns and portrait responses that are of customer’s interest. It is able to predict or comprehend customer behavior with the help of already accumulated data or conversation logs with the customers.
What makes Salesforce special?
A great chatbot needs an even greater data system supporting it. Such extensive data is provided by a powerful CRM platform like Salesforce. Along with copious data, it also conserves the legacy data of customers. Such extensive communication and transacting history helps its chatbots to have better predictions and effective responses.
Key features of Salesforce chatbots include
- A holistic overview of customer details.
- Collective functioning and sequencing of attributes such as sales, marketing etc.
- Make customizations effortless even with local tools like Lightning.
- Quick adaptability to change and keeping up with customers with increased agility.
How do chatbots improve your business?
One might wonder – how can chatting automation really contribute to their business? According to 2017 worldwide Statista questioning (https://www.statista.com/statistics/717098/worldwide-customer-chatbot-acceptance-by-industry/), 34% of respondents declared they would prefer to answer questions from AI by means of a chatbot or a virtual assistant in e-commerce. It is simply because they need solutions ASAP!
- When a chatbot is in play, it is representing your business and brand, ultimately popularizing and expanding the brand image.
- They offer direct and straightforward results to the customers avoiding unnecessary delays with an improved response rate.
- It saves the reps’ or agents’ time by automating repetitive tasks and help them resolve issues faster, freeing them from just maintaining conversations.
- With 24/7 real-time customer support and unmatched agility, chatbots are increasing digital self-service support.
- It lowers support costs, allows wider distribution of resources, and gives customers what they want and when they want it.
What is the extent and future of its usage?
AI Chatbots are quite popularly used even though it is a relatively recent addition. “State of Service”, a Salesforce study states that 24% of service organizations currently use AI assistance that includes chatbots, text and voice analytics.
Furthermore, in a study, Gartner reveals that 85 percent of all customer interactions will be automated by 2020, and consultancy Servion believes that artificial intelligence will power 95 percent of all customer interactions by 2025.
Through a more recent one – Top 10 Strategic Technology Trends for 2019, Gartner states that by 2022, 70% of enterprises will be experimenting with immersive technologies for consumer and enterprise use. The future of conversational platforms, which range from virtual personal assistants to chatbots, will incorporate expanded sensory channels that will allow the platform to detect emotions based on facial expressions, and they will become more conversational in their interactions.
AI-Powered chatbots are becoming more popularized and customer relations are getting easier by the day. Reach out to your customers with a seamless and effective response system with Salesforce.