Live chat emerged as a customer engagement tool to enable better customer service. But even with Live Chat, engaging proactively with customers is an issue since the customer has to deal with the availability of agents, reply time, information inadequacy and sometimes irregularity of information since customer service agents have to be trained individually to respond to customer queries.
AI-Assistants make the experience much simpler for customers. AI-Assistant is an automated chat solution that is pre-trained with a set of FAQs to address and solve customer queries in real-time. They can engage with multiple customers simultaneously, across multiple channels like website, Facebook, WhatsApp and applications and ensure that the answers are consistent across customer queries making them less error-prone.
- Customer engagement scale
Since Livechat is run by agents, the scale of customer engagement is
dependent on the number of agents available at the time of customer query.
AI-Assistants on the other hand can interact with multiple customers at the same time. They are pre-trained and can be deployed even on high traffic sources such as landing pages to interact with 1000s of visitors at the same time.
Office timings dictate the availability of agents for live chat. Customer queries outside the office timings are generally addressed the next day or sometimes go unaddressed.
AI-Assistants are available 24×7 and interact with customers at any time of the day. This ensures that customer queries don’t go unanswered, leading to better customer engagement and lead capture.
3. Accuracy of Information
Accuracy of information shared in a Live Chat is dependent on the knowledge of the agent that the customer is chatting with, which sometimes leads to inconsistency in information being shared with the customer.
Since, AI-Assistants are pre-trained with FAQs and also trained to understand different variations of the same query, the information shared with customers remains consistent across conversations thus ensuring consistency.
4. Multimedia chat
Livechats are majorly text-based chats. Customer queries are majorly answered via text and there is no scope to share images or videos in the chat.
AI-Assistants can be trained to share images/videos in the chat making the conversation more engaging for the customer, ensuring that the customer gets the information they are looking for and capturing better quality leads in the process.
Livechat tools can be deployed on the website and landing pages only in
most cases. This restricts the customer engagement to website visitors only.
AI-Assistants can be deployed across digital channels which include – Website, Facebook, landing pages, microsites and WhatsApp opening up customer interaction at scale across multiple channels ensuring that you don’t lose out on leads.
6. Lead capture
Majority of the live chat solutions tend to capture the lead details
first, without qualifying the customer, before moving ahead in the
conversation. This leads to a lot of junk leads who are not sales or marketing
Kenyt.AI’s AI-Assistants on the other hand give the customer an option to explore the products, services, offerings of the company with lead capture happening at certain trigger points in the conversation. This ensures that better quality leads are captured since the customers get information about the products and services before sharing their details.
Live chat solutions are majorly used for lead capture only. They are deployed to improve customer engagement on the website.
AI-Assistants come with a whole set of features that ensures that interaction with the customer happens throughout their buying journey right from lead capture, scheduling appointments, meeting reminders, automated lead nurturing and payments. The depth of knowledge about the customer is higher in the case of AI-Assistants which enables smarter interactions across the customer journey.
8. The Human Interaction angle
Majority of the arguments against AI-Assistants centre around the Human Touch
during the conversations. Livechat solutions give a majorly human touch, making
the conversations more human-like for the customer.
AI-Assistants have evolved to have hybrid conversations with the customer, ensuring that the majority of the FAQs are handled by the bot and the more complex queries can then be routed to the team to intervene in the chat and take over from the bot to interact with the customers. This ensures that the human touch is not lost during a conversation.