The rapid spread of COVID-19 has left many business at loss. Companies that rely on physical interaction with their customers like the hospitality, banking, and retail are worst hit, given most governments’ directives to lockdown towns. Even those in operation have to work with smaller teams, which leads to delay in the delivery of services.
Google, for example, warned its Google Store customers to expect longer wait times because it is working with a limited team. Call centers are also getting slammed, not to mention banks that are reporting hold times of 10 hours or longer.
Consequently, many companies are beginning to leverage on AI technology to bridge the gaps in communication. While there’s a need for human contact, the deployment of AI technologies like chatbots is demonstrating how valuable automation can be for brands in a crisis.
Chatbots are tailored to cater to provide curated information. As such, responses to particular questions can be provided interactively and more rapidly in comparison with traditional online search methods. Other ways a company can benefit from integrating chatbot technology include:
Without a doubt, the COVID-19 pandemic has become an accelerator for the implementation of chatbot technology. It allows brands to retain normalcy even with the continued emphasis on remote contact centers and work from home solutions. Chatbot technology means their communication channels remain open to consumers without routing voice calls in remote locations.
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