On customer services, businesses invest around $1.3 trillion to 265 billion every year. Automating customer support facilities and introducing Conversational AI service with chatbots will ultimately help businesses cut down the spending to 30%. One example is FAQ automation Chatbots. However, it is not popular yet but gradually expanding marketers’ interest.
When talking about the chatbots in customer services automation, one should consider the documented support in the FAQs, i.e., Frequently Asked Questions. To answer consumer questions, an automated chatbot for customer support provides access to conversational FAQs.
For better customer support services, Automated FAQ Chatbots are considered as cost-savings solutions. So, it gets more important to have an in-depth look into the ways that can assist the visitors and customers with FAQ Automation Chatbots. According to one of the studies, 80% of consumer queries are fixed by chatbots without human supervision.
However, it’s still important to understand what FAQ chatbots are, how they work, how they can help your customers and visitors:
What is FAQ chatbots?
FAQ Chatbot is an easy alternative to assist visitors, customers, or even teams get fast access to knowledge. The chatbot will use AI to know the most suitable answer to whatever the user types, based on the questions and answers format. FAQ chatbots strive to solve these queries using NLP abilities and giving solutions in an automatic chat interface.
How do FAQ chatbots works?
Chatbots can serve as virtual assistants, question-answer bots. The FAQ chatbots are less complicated and need a lesser skill set. They are usually knowledge-based, and their abilities are restricted to saying only a particular collection of questions. A chatbot conversation focuses more on attracting the potential customer than on giving many solutions and services simultaneously. The primary purpose is to get user contact info and general questions to give important information and potentially create a lead. Most chatbots work using the following capabilities:
- Pattern matcher
- Suitable algorithms
- Artificial neural networks
- Natural Language Processing (NLP)
What are the benefits of FAQ Chatbots?
The FAQ page on your website is required to explain the features of the product. Addressing the common issues about your business is one of the main aims of FAQ pages. But rather than having customers scour in your web pages searching for answers, what if they get the proper answer they are looking for —quickly and interactively?
It is feasible to get the answers to frequently asked questions conversationally and conveniently with an FAQ chatbot. A chatbot is a computer program—more like a pragmatic guide—that uses artificial intelligence to interact with us through text messages.
FAQ chatbot helps customers to ask their queries and get the answers immediately. Furthermore, you may use the chatbot to access inquiries from your clients that aren’t covered in your FAQ list. With these insights, you may improve the bot’s intelligence and so better serve your consumers.
You can also take a look at our blog on Your Business Calls For AI Chatbot Integration!
What are the types of FAQ chatbots?
As per the business requirements, developers can select from below three types of FAQ chatbots or Conversational AI service
In FAQ chatbot solutions, they have the following advantages and disadvantages, let see one by one:
Rule-based Advantages :
- Simple and quick training
- Easy synthesis with convenient legacy systems
- Reliable and do not go off the rails
- Not versatile
- Inadequate conversation flow
- Insufficient personalization
AI/NLP Advantages :
- Capability to learn from new data
- Explain patterns and customer behavior
- Help different languages depending on the user
- Longer training time
- Need larger data volumes to avoid under-fitting
- Data preference
Hybrid Advantages :
- Leverage NLP technology
- Capability to the divine conversation flow
- More indulgent to tweak database than rule-based chatbots
- Have limited communication compared to AI chatbots
- Tough to program the communication flip from rule-based to AI
How to select an FAQ chatbot?
Selecting the type of chatbot to integrate into the business base on the below factors:
The business purpose of integrating a chatbot
FAQ chatbot can be use as a marketing tool by the retail company. This bot knows the different types of customer queries and matches customers to products that meet their challenges. This scope requires knowledge of pricing, offers along with competitors’ solutions or substitutes.
A contact center that mostly serves current customers may strive to reduce the number of live agent calls. In this instance, even a rule-based bot can give clients solutions from FAQ and support pages, especially if customer inquiries are centered on a few areas. Agent call volume might be reduced dramatically as a result of this.
FAQ chatbot database
The size and complexity of the database influence the stage of intelligence the chatbot requires to have. Usually, AI chatbots need larger training data for reliable performance, while rule-based training is more useful if low complexity and size.
Companies that manage numerous channels may prefer to serve consumers using the same technology because it simplifies maintenance, provides a consistent user experience, and allows users to progress between channels without losing the context of their request.
Companies that will only be focusing on a single channel, on the other hand, may have a larger selection of chatbot providers or Conversational AI service to pick from. We expect corporations to choose chatbots that serve clients across many channels as customers seek customer assistance through their preferred channels.
The Conversational AI service is more customer-centric. Customer-support services are critical for retaining customers and improving their onsite experience. Rather than managing different landing sites and documentation, use chatbots for customer service and FAQs.