M-Level Technology

How Chatbots are Shifting the Customer Service Paradigm

Mark Angus
Written by Mark Angus

Next time a customer calls your customer service desk for assistance you could leave a lasting impression on him with the help of a chatbot. There two kinds of chatbots that businesses utilise: those that function as “virtual assistants” and those designed to live within messaging apps. 

Is it that hard to serve your customers?

Chatbots can enable you to service customers and provide a great customer experience when you are not capable to have a dedicated team of support staff. Most customers are perfectly fine with using chatbots, and according to Venture Beat, 63% are willing to communicate in this way.

Small companies that find it difficult to deploy a dedicated team of support professionals can look to chatbot development.

Powered by Artificial Intelligence (AI), chatbots are powerful weapons for companies that suffer from low performing customer care agents.

Human-like support

Chatbots can interact with the customers in a professional manner – and the really good ones can be just as effective as a human agent. The intelligence level that can be fed to these bots is just tremendous.

Customers may not be able to differentiate if they are involved in a conversation with a bot or a human. The conversation can be superb without any non-human inconsistencies.

However, this is not how every customer experiences a chatbot. Chatbots that cannot answer customer queries or questions effectively are out there, causing frustration and negativity.

Personalised communication

Based on the customers’ browsing history, profile, location, behaviour, purchase history, queries over service desk and preferences, personalised packages can be offered. This will not only delight your customers but will increase their net user experience.

Upselling becomes easy

Chatbots are smart but they are not fully autonomous yet. They can gather data during conversations, relate it to stored datasets (like customer profile, behaviour and past purchases) and analyse this data to produce actionable insights. This helps you to induce your customers to buy related goods or use corresponding services.

However, one should be aware that chatbots can “max out” at about 85% efficiency, leaving customers with unanswered queries or questions. Customers may be left with the notion that your company is emotionless and uncaring which could seriously damage a brand.

Efficiency levels are raised

Efficiency levels won’t decrease with chatbots as machines never get tired or suffer from workplace apathy. The last customer will also be served with the same energy and dedication as the first one.

Customers don’t have to wait long to interact with a representative as bots will be programmed to take up a new customer as soon as they are done with the previous one. Plus, bots won’t take refreshment breaks or go out for lunch.


AI-powered chatbots are gettting smarter through everyday learning. Once they become intelligent enough, you can deploy executives to other departments where operations can’t be completed without humans. This frees up time, resources and budgets to focus on more strategic areas in a business.

Final words

If you decide to use chatbots, make sure they work well and any pitfalls are addressed. If managed and deployed right, chatbots can enable your business to deliver a great, 24×7 service.

A paradigm shift

Google, Microsoft and Facebook all demonstrate digital assistants and chatbots that use natural language processing this video below.


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