Discover how implementing a web chatbot can significantly reduce the workload on customer service agents by automatically handling common queries. Learn the key benefits of chatbots for your business.
Table of Contents
Question
Your company is planning to develop a web chatbot to provide automated answers to common customer queries. Which business benefit should the company expect as a result of creating the web chatbot solution?
A. It will reduce the workload on the customer service agent.
B. Company sales will increase.
C. Company products quality will increase.
Answer
A. It will reduce the workload on the customer service agent.
Explanation
Implementing a web chatbot to handle common customer queries will have a direct impact on reducing the workload of customer service agents. Here’s why:
- Automation of repetitive tasks: A well-designed chatbot can automatically answer frequently asked questions and handle routine customer inquiries. This frees up customer service agents to focus on more complex and unique issues that require human intervention.
- 24/7 availability: Chatbots operate around the clock, providing customers with instant responses even outside of regular business hours. This reduces the number of queries that accumulate overnight or during weekends, which would otherwise need to be addressed by agents during their next shift.
- Efficient handling of high volume queries: During peak times or when there’s a surge in customer inquiries, chatbots can handle a large number of conversations simultaneously. This helps prevent backlog and ensures that customers receive timely responses, reducing the pressure on customer service agents.
- Seamless handover to agents: When a chatbot encounters a query that it cannot resolve, it can seamlessly transfer the conversation to a human agent. The chatbot can provide the agent with the context of the conversation, enabling them to quickly understand the issue and provide a solution without the customer having to repeat themselves.
While a web chatbot may indirectly contribute to increased sales by providing a better customer experience, and it could potentially help identify areas for product improvement based on customer feedback, its primary business benefit is the reduction of workload on customer service agents.
Implementing a web chatbot can handle common customer queries automatically, allowing customer service agents to focus on more complex issues, thereby reducing their overall workload.
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