What can customer service chatbots do for your business? Quite a bit!

A customer service chatbot uses artificial intelligence (AI), machine learning, and natural language understanding (NLU) to mimic human speech. Businesses have been steadily adopting chatbots and incorporating them into their service models to answer customer questions and automate routine tasks. While chatbots have some limitations - they're not very smart yet - they can play a useful role when performing the right tasks. 

Some businesses may have some reservations, and rightfully so, about the impact customer service chatbots might have on the customer experience. Our research shows that, with a 28% satisfaction score, chatbots haven't yet won the hearts of consumers. However, younger customers have a higher opinion of chatbots. In fact, Generation Z and Millennials think customer service chatbots make it faster and easier to get issues resolved.

If you're still on the fence about customer service chatbots, here are some of the many ways they can be deployed to improve efficiency and enhance the customer experience.

Assist with the sales process

Customer service chatbots can also help with lead qualification by gathering relevant information from a customer. For example, if someone wants assistance purchasing corporate software, the chatbot could ask them about the number of anticipated users and the purchase timeline. This would allow a business to send the lead to the right sales team. Customer service chatbots can also take a more proactive sales role by engaging shoppers online and making recommendations based on what they have viewed or what's in their cart./p>

Automate routine tasks

Customer service chatbots can help automate tasks that would otherwise be done by a person. This frees up your skilled employees for more value-added activities. Some examples of these tasks include appointment setting and booking hotel reservations. In a chat session, the bot can find out a customer's preferred dates and times, check availability, suggest alternative dates, and confirm the final appointment or reservation details. Customer service chatbots can also take food orders and call cabs for customers. Businesses have been very creative with making chatbots work for their business model./p>

Resolve issues and answer questions

Companies often use chatbots as the front end of online chat sessions. Customer service chatbots are good at tapping into knowledge bases in order to answer customers' basic questions. When they can answer a question, that’s one less contact for agents to handle. They can also gather information about the issue - customer name, order number, nature of the problem - and forward it to a live chat agent in cases where the issue is too complex for the bot to handle.

NICE can help with your chatbot needs.

NICE CXone empowers organizations to provide an exceptional customer experience by acting smarter and responding faster to ever-changing consumer expectations. We have partnered with leading chatbot providers to provide our software clients with easily integrated chatbot solutions that will provide customers with the seamless experience they expect. Find out more about these capabilities here.

Any digital channel

Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.

  • Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
  • Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
  • Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
CXone digital channel
Empowered agents

CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.

  • Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
  • Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
  • Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management

With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.

Related resources
Customer Stories

Advanced Chat and Cobrowse for ESCI (PDF) | Call Center Software

Students love chat. Agents love chat. Abandon rates and stress levels dropped. Productivity soared, and satisfaction rose on all fronts. That’s what ECSI, the nation’s largest student loan servicer, found when it moved to NICE CXone’s CX cloud CX platform and implemented its Advanced Chat for CXone, among other products.  


The Cost-Benefit of a Digital-First Contact Center

Customers and agents are clamoring for digital channels! With a digital-first strategy, contact centers can overhaul the customer experience and create a more intelligent and frictionless customer journey. Digital-first will also help right-size costs and positively impact the bottom line.  

Customer Stories

Best Practice: The Power of a Digital First Contact Center

Your customers have different preferences in how they want to contact your business. Hear from NICE customer, ESCI on how opening digital channels transformed their contact center, improved agent productivity and drive down costs for their contact center.