How Chatbots Are Changing Call Centers

Gone are the days where businesses had lifetime customers. Today, 60% of consumers in the U.S would consider switching to a different product or service if their customer experience was unsatisfactory. As you may well know, call centers have always played an indispensable role in customer loyalty. And as a customer, you don’t always get a glimpse of the contact center world. Thereby, you may likely be uninformed of their countless challenges such as heavy workloads, high turnover rates, and repetitive tasks.

Today, due to the pandemic, all non-essential services have switched to remote work. This move has increased the demand for customer support. Thankfully Chatbots have swooped in and are supporting call centers in providing a satisfactory customer experience. Here’s how.

Chatbots are changing call centers in the following ways.

  • Chatbots are available 24/7, thereby reducing the wait time for customers.
  • Chatbots relieve agents from handling repetitive queries hence preventing staff burnout
  • Chatbots connect call center agents with leads
  • This AI software reduces hiring and training costs
  • Collects and organizes customer data
  • Increases customer calls and satisfaction