Use of Chat Bot in a Call Center

Chatbots are a monumental invention of the modern decade, especially in the customer service industry, still, the full use of chatbot in a Call Center is yet to be derived. It would not be wrong to call the 2000s the decade of technological revolution. During this period, artificial intelligence and machine learning started making space among people.

Chatbots are a perfect example of the latest technological revolution. Although chatbot is used in almost every field, their use in customer service or the call center industry has different importance.

What is the Use of Chat Bot in a Call Center

In this blog, we will dive deep in to the Usage of Chat Bot in a Call Center

But before jumping to the usage first understand “What is Chat Bot in a Call Center”?

What is Chat Bot in a Call Center?

Chat Bot can be defined as :

“A computer program built using specific programming language i.e. NLP (Natural Language Processing) and designed to understand and respond to customer inquiries.”

Nowadays, e-commerce, banking, and every other industry has been using Chat bot facilities to answer instant questions from customers. This has not only helped companies to reduce manpower but to improve customer satisfaction as well.

While USA and Europe, Chatbots have been in vogue since the 2000s and most companies have been using the Chatbot facility to handle customers’ inquiries. 

In India, with the growing technology and Artificial intelligence sector, you can see many companies have already been using Chatbots for their customer service and call center segment.

We have created a table below which contains 5 examples of different industries using chatbots along with the Chat Bot name.

Now let’s discuss:

Usage of Chatbot in a Call Center

Chatbots are primarily used for providing automated responses to customers. But when we talk about Call Centers, chat bots are not limited to just customer service rather they have many more advantages. 

Further in this blog, we will discuss:

5 usage of chatbot in a Call Center:

Let’s look at 5 main uses of a Chatbot in a Call Center:

1. Responding to customer queries:

As mentioned above the primary job of a chatbot is to understand customer queries and provide automated responses to customers. 

As mentioned above chatbots are software applications that are designed with some pre-programmed scripts and when a customer posts a question they read it with the help of some machine learning algorithms and respond to it in natural language with the help of NLP (Natural Language Processing) as if it were a real person.

Also Read: how to Calculate Manpower in Call Center 

2. Reduce Manpower:

Many call centers use Chatbots to reduce their manpower. As mentioned above chatbots can provide automated and instant responses to customers, which also a call center representative does.

The benefit of a chatbot over a call center representative is that it can handle multiple customers at a time, while a call center expert can handle a maximum of 2 to 3 customers at a time also the accuracy of handling customers by chatbot is quicker than manual agents.

3. Increase Revenue:

As we mentioned above call centers use chatbots to reduce their manpower thus increasing the revenue of an organization.

Although designing a call center chatbot can cost you $10,000- $100,000 (USD) depending on the requirement and business nature of the organization, however, this is only a one-time cost to design a prototype chatbot, an organization can design other chatbots by following the algorithm of the prototype. 

A chatbot can handle the workload of more than 100 call center experts during his lifetime and a call center can save money as per the size of a call center. 

Hence hiring a chat bot rather than a call center expert will surely give you monetary profit in the long term.

4. Improve C-SAT:

As call center is a customer-driven industry hence C-SAT or Customer satisfaction is one of the main metrics every call center looking for. 

Chatbot plays a major role in improving the C-SAT of a call center by responding to the customer quickly and efficient manner also as chatbots work on pre-scripted programming language, which means answers to many frequently asked questions by the customer is already scripted in chatbot, hence it provides quicker and quality resolution to the customer which keep the customer satisfaction rate high.

Further Chatbot also improves other metrics which help in lifting customer satisfaction rates. In the para below we will discuss how chat bot helps in reducing other call center metrics.

5. Improve Other Call Center Metrics:

In addition to the CSAT, the call center metrics can be improved by the use of a chatbot if used wisely. A few of the metrics are outlined below :

• High FRT (First Response Time).
• High RT (Resolution Time)
• High Wait time.
• High AHT 
• Low Abandon rate, etc.

Surprisingly Chatbots can keep most of the metrics under the threshold. 

A chatbot can instantly greet the customer which improves the FRT. 

The chatbot also responds more quickly to a customer than a manual agent which helps to reduce the resolution time.

That can handle up to 3 chats but a bot can handle multiple customers at a time which reduces the wait time.

A chatbot can also wrap up the call quickly as compared to the call center representative which means reducing AHT.

During peak season or when there is a high shrinkage in a call center, the chat abandoned rate goes high. The use of a chatbot can reduce the abandonment rate by 50%.

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So, readers, I hope this blog has given you insights on the “Usage of Chat Bot in a Call Center”.

Let us know how did you like the blog and share your views in the comment box.

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Signing Off……