How Omnichannel Chatbots Enrich Customer Experiences and Lower Costs

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Chatbots have come a long way since their early days. Today’s chatbots use machine learning and natural language processing to provide life-like, nuanced and effective conversations, and can vastly improve customer service and your omnichannel customer experiences. Learn more about this and Soprano’s omnichannel chatbot solution below!
Category: CPaaS
Subject: CPaaS Platform, Omnichannel
Detail: Intermediate
Author: Asmara Hadi

About Asmara Hadi

Asha Potla is the Director of Products at Soprano Design. She has been working in the company since October 2018 and she is based in Sydney, Australia. She has experience in product management and marketing enterprise software. Do you want to read more articles written by Asha? Click below or visit her LinkedIn page.

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omnichannel chatbots

Imagine a world where your customer support agents focus entirely on helping people who need considered, human assistance, rather than spending their time on simple or frequent queries. Implementing omnichannel chatbots is a great way to make this happen. 

In a modern market where customers expect to be able to engage with you through multiple channels, omnichannel chatbots automate customer service, improve customer support capabilities and lead to cost optimization.

With a chatbot, you can offer 24/7 customer support at a much lower cost to your business than employing humans. They respond quickly and guarantee your customers will be able to solve many of their problems at any time of day or night. What’s more, omnichannel chatbots can be the perfect addition to promote new products and send proactive notifications without human intervention.

AI chatbots can also help you get to know your customers even more. They offer insights into customers’ questions and needs and the products or services they’re interested in, which allow you to make strategic decisions that improve the customer experience.

omnichannel chatbots for customer experience

Technology has vastly improved omnichannel chatbots

Chatbots are now ubiquitous, assisting people in everything from booking holidays and flights to learning new languages.

Thanks to machine learning (ML) and natural language processing (NLP), they have greatly improved since their earlier iterations. ML enables AI algorithms to learn from vast quantities of linguistic data, while NLP annotation and data labeling make conversations easier for AI to consume.

All this means we’re able to achieve increasingly accurate chatbot conversational outcomes that are more natural, nuanced and life-like.

Key benefits of omnichannel chatbots

Different technologies enable omnichannel, but the truth is that people don’t really care about technologies. They just want their issue to be solved effectively and quickly, without any effort from their side.

That’s why omnichannel and chatbots were meant to be together. An omnichannel system enables seamless customer experiences, while the advantages of chatbots are that they provide speed and accuracy for interactions with the business. Omnichannel chatbots enhance everything about your omnichannel customer experience.

For example, a big challenge with omnichannel is the ability to maintain continuous customer conversations from where they started – often a customer has sought support via different devices and social media accounts, which causes friction and a poor experience.

benefits of omnichannel chatbots

The beauty of an omnichannel chatbot is that it unites all of the information the customer has provided through those various channels over time. This results in better experience for the customer, who will then be more likely to return, and cost savings for your business, which no longer needs to spend as much on human call centers and in-house support teams.

Another big benefit is that by offering immediate help to potential customers, chatbots help to speed up the purchase decision process.

Soprano’s user-friendly omnichannel chatbots

Soprano’s Conversational AI Solution contains all of the best features of any chatbot platform: process automation, multilingual capability and the ability to connect to any third-party software, channels and data sources. It also contains live-chat and ticketing features, and ships with Soprano’s own proprietary natural language processing service, called ‘Ubinlp’.

The whole solution is presented in no-code, easy-to-implement and user-friendly software and includes an additional layer of functionality specifically designed for large organizations. Authorized users can administer and manage their regions, teams, business units, staff and clients to self-develop, deploy and maintain solutions at scale.

Furthermore, the product can be white-labeled, deployed either on-premises or on the cloud (AWS or other), and is entirely driver-based.

Find out more about Soprano’s AI messaging solution here.