In both the consumer and the enterprise space, “chatbot” is the big hype today. Since 2016 F8, when Facebook launched its chatbot platform, chatbots have become increasingly more common. But are chatbots ready to replace humans in the field of customer care already today?

Consumers are ready for chatbots

Consumer behaviour has shifted from social broadcasting to more personal social messaging.

57% of people were interested in getting real-time answers from bots on a company website.

69% of people said they’d consider talking to a chatbot before a human in order to get instant answers to their question.

BUT! Chatbot technology is not ready to replace humans

Chatbots are destined to be the future of customer care, nevertheless today they still fail on the promise of delivering great customer experience.

Consumer expectations for chatbots are high, but technology fails to deliver on it. Just think of the times you may have asked Siri or Alexa a question and received the wrong answer.

Most of the chatbots today are simple rule based programs integrated into conversational interfaces. 90% of chatbots don’t even use any AI or NLP (natural language processing).

Maybe this is the reason why even Facebook admits that chatbots work with 70% failure rate. This means that only 3 out of 10 questions are answered properly by a chatbot. This is not a convincing performance for contact centers. Definitely not something which could replace humans today.

Place of AI in modern customer care

It’s clear that despite the rise of chatbots, no AI can completely replace human interactions in customer care. Users often have very complex questions with nuanced queries which may change across target group and cultures. The concept of emotional intelligence is something only humans can understand today.

Good news is, that even if chatbots can’t replace humans in contact centers, AI can help them in their everyday work. Chat AI does not end with chatbots. On the contrary, chat AI is something much bigger than chatbots.

Chatbot < Chat AI

People today waste a lot of time on repetitive and unproductive tasks in contact centers. These seemingly small but often reoccurring tasks make up a big portion of people’s working hours. When introducing AI in contact centres the main focus should be to take over these tasks from humans and let them deal with problems requiring empathic judgement.

The first step for chat AI implementation: replace ctrl-f, ctrl-c, ctrl-v with AI

In our expertise vast majority of consumers are asking the same questions over and over again. Therefore customer care teams started to collect frequently used responses into centralised documents and spreadsheets called knowledge documents.

Using these knowledge documents resulted in big time saving, and a more controlled chat experience. But still, chat agents are spending way too much time manually managing this workflow. Switching windows between chat interface and knowledge document, finding and copy pasting relevant answers still accounts for most of the time. But AI empowered intelligent advisors could make this process even more streamlined.

Intelligent advisors don’t deal with conversations, they don’t answer customer questions on their own. They help in the everyday work of customer care agents, and they keep the final decisions in the hands of humans. They just do what AI is best at: computing, dealing with large amounts of data, and selecting most likely possible outcomes.

Our goal at Chatler.ai is to save time of chat agents, by making chat knowledge more accessible, and recommending most relevant responses for chat agents to incoming consumer queries.

Our clustering algorithm analyses chat history and collects most used responses into a smart response library. From on this library chat agents receive response recommendations in the same window where they are managing consumer chat.

By replacing the repetitive find-copy-paste workflow with AI customer care teams can save up to 75% of their time, and focus on delivering better customer experience on more complex issues.

At Chatler we believe that the road towards chat automation starts with human and AI cooperation. Chatler helps human chat agents, by recommending responses for frequent user requests, and learns from their interactions.

With this approach AI technologies can augment human capabilities resulting in increased productivity level. Humans can answer repetitive messages quicker, so they can focus on more complex conversations. This extra time for special care means a lot today, when quality of customer care plays bigger than ever role in shopping decisions than ever.

Chatler.ai is available as Chrome extension for Facebook and API service that is easy to integrate and scale. Contact us for more information or read our API documentation.

Thanks to Andras Reder.