Chatbot is not a viable solution of intricate queries

Artificial intelligence is skyscraper technology used in most of the glorious organizations. Chatbot is a key component of AI to facilitate clients to resolve their business enquiries. Chatbot is integrated in company websites for smooth communication but sometimes it fails to provide reasonable solutions to questions raised by customers.

AI generated chatbot is an excellent communication tool to enhance product description and related queries in online stores. Chatbot uses natural language technology to communicate with customers. If a proper database is not created then chatbot cannot provide precise answers to customers. On digital platforms, companies integrate chatbots to respond with limited answers to customers which may increase unsatisfied customers thus may decrease the customer base.

While creating software, developers must be cautious and design Chatbot with all possible accurate responses to queries related to business and services. Since chatbots have limited ability to respond to customers, it may not be beneficial to progress the business and frustrate the users while doing natural conversation. The upsides of chatbot are instant reply to questions round the clock. Chatbots can manage multiple customer queries in real time.

Prompt responses of chatbot augment efficiency and customer purchase decisions but for intricate or some critical queries, chatbot can divert customers to the wrong direction and reflect inadequacies in business. This interaction may hinder the business growth and decline the financial graph of the company. In the same vein, Chatbots are equipped with pre-programmed knowledge therefore it cannot handle complex issues. Another shortcoming for using chatbot for customer service is the lack of critical thinking and problem-solving ability whereas humans can serve when a specific issue is raised.

In one instance, a banking customer invested in business bonds in a bank through online procedure and her request was accepted, funds were debited and she received a message that the application process is completed and you will receive the bond certificate within 15 days. She was relaxed and when she checked an email after 15 days, she could not receive the certificate. Since it was a reputed bank, she used the chatbot of the bank to know the status of her application and reason for delay in certificate. In IVRS, the bank had installed a voice assistant and chat was started, after normal questioning, the chatbot could not take her to resolve queries related to bond investment. She tried several times but the chatbot failed to respond in a precise manner. It was really frustrating and led to the worst customer service response. After many trials, the voice assistant finally diverted to human to handle the specific queries.

Modern technology has been entrenched into human life to ease their living but it can not replace creativity, complex problem solving and imagination.

Last word:

In a cutthroat competitive business landscape, companies are exploring novel tactics to retain customers and offer excellent online experience. In modern business, chatbot is an effective medium for interaction with online visitors to resolve their emerging inquiries regarding products and services of a company.

Important note: Above article is based on environmental output and personal views of the writer. Any resemblance is just a coincidence. Writer is not responsible for any disagreement

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