From a customer’s perspective, a live chat is much more than a simple communication tool. It is a gateway that provides an immediate response to their queries. This instant, on-demand response is what modern shoppers crave. And when live chat is combined with AI, an unbeatable combo is formed. Lets deep-dive into the benefits of integrating live chat with AI virtual agents.
Why Combine Live Chat with AI Chatbots?
Traditional live chats, mediated by live agents, have undergone a paradigm shift with the introduction of AI virtual agents. Early live chat systems, although revolutionary at their time, were limited by the human resource dependencies, slower response times, and scalability concerns. They also faced issues with round-the-clock availability, which could often lead to missed opportunities. However, with the advent of AI, these challenges have been mitigated drastically. AI chatbots, backed by powerful machine learning and Natural Language Processing (NLP) architectures, can simulate human-like conversations, understanding customer requirements, and providing immediate responses. However, AI chatbots cannot substitute a human, and hence the ultimate customer experience is offered when humans and AI work together.
- Improved customer service and engagement
Achieving customer satisfaction is a top priority for businesses, and the integration of live chat and AI chatbots has proven to be a game-changer. A remarkable 86% of live chat tickets conclude with satisfied customers, showcasing the efficacy of this dynamic customer service approach. - 24/7 availability for seamless support
One of the standout advantages is the ability to offer 24/7 customer service. During off-peak hours, AI chatbots can handle routine questions and customer queries while live chat agents focus on addressing more complex issues during operating hours. This round-the-clock availability not only caters to diverse time zones but also fosters higher customer engagement, satisfaction, and ultimately, boosts sales - Personalization for tailored experience
In the realm of customer service, personalization is the key. AI-powered Live Chat systems analyze user data, enabling businesses to tailor conversations based on individual preferences and past interactions and even offer product recommendation. This personal touch not only fosters a stronger connection with customers but also enhances the overall customer experience (CX). - Cost effective
AI virtual agents are a cost-effective solution for optimizing customer service operations. By entrusting the majority of tasks like order tracking, transaction status inquiries, and application submissions to AI agents, enterprises can achieve substantial cost savings. This automation also enables live agents to focus on more complex queries that demand nuanced understanding and empathetic responses. - Increased sales
Adding live chat to your website can improve conversions by 12%. By analyzing customer inquiries, AI virtual agents identify potential leads, allowing sales teams to prioritize and focus on prospects with higher conversion probabilities. By providing immediate assistance and answering product or service-related queries in real time, businesses can enhance their sales opportunities and close deals faster. - Insights into customer behavior
Beyond facilitating sales, live chat offers a valuable resource of data about your customers. You gain insights into their needs, preferences, frustrations, and even the most common questions they ask. Armed with this information, you can refine your product offerings, improve your marketing strategies, and tailor your services in line with what your customers want and need. - Scalability
Both live chat and AI virtual agents can easily scale as your business grows. They allow you to handle sudden increases in customer inquiries during peak times without needing to hire additional staff. This flexibility ensures that your customer support system remains efficient and responsive, adapting to the growing demands of your business without compromising on service quality.
Moveo.AI x Kaizen Gaming partnership
Kaizen Gaming (Betano and Stoiximan) is a rapidly expanding GameTech company with presence in 14 countries and +7M active players. Kaizen Gaming faced a significant challenge with an overwhelming volume of support tickets, burdening their customer support representatives. In response to this, they were looking for a solution that could automate a substantial portion of their inquiries, enabling their customer service agents to concentrate on more complex issues and deliver exceptional service.
Enter Moveo’s Conversational AI platform – the game-changer that empowered Kaizen Gaming to develop an AI agent capable of communicating fluently in 21 languages. This AI solution not only efficiently addresses player queries but does so in a highly personalized manner, supporting Kaizen Gaming’s global expansion. To further enhance their customer support capabilities, Kaizen Gaming seamlessly integrated Moveo.AI with Zendesk, creating a harmonious fusion of live chat and AI automation.
