{"id":40012,"date":"2020-04-21T00:00:00","date_gmt":"2020-04-21T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/ai-chatbots-help-with-business-continuity-and-scaling-customer-service\/"},"modified":"2025-03-13T06:12:39","modified_gmt":"2025-03-13T13:12:39","slug":"ai-chatbots-help-with-business-continuity-and-scaling-customer-service","status":"publish","type":"post","link":"\/us\/en\/blog\/ai-chatbots-help-with-business-continuity-and-scaling-customer-service\/","title":{"rendered":"AI chatbots help with business continuity and scaling customer service"},"content":{"rendered":"

Natural disasters, disease outbreaks, and other adverse events can severely disrupt day-to-day activities of many companies. Your employees might be prevented from working in offices and delivering products and services the way they used to. Uncertainty and rapid changes make customers anxious, too. This will lead to a surge in customer requests and inquiries, with contact center<\/a> teams under growing pressure. Companies are well-advised to plan for such scenarios to ensure business continuity and the smooth running of essential operations.<\/span><\/p>\n

Remote agents and chatbots working together<\/b><\/h2>\n

Tackling this challenge, fortunately, is far from impossible. Thanks to an array of cloud contact center solutions<\/a>, including those offered by RingCentral, your in-house contact center agents can easily work from home. Also, you can go beyond voice-based support by opening digital channels for your customers to reach the company.<\/span><\/p>\n

Whether it\u2019s live chat, Facebook Messenger, or something else, messaging has become one of the preferred methods of communication for many people. And you can further improve your digital communications by deploying a chatbot, an AI program that simulates a human-like conversation with customers through messaging apps, websites, social media, or the telephone.<\/span><\/p>\n

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AI chatbots improve customer service operations<\/b><\/h2>\n

Companies can train chatbots to handle a range of tasks. They can help with routine queries, such as login issues, address changes, and payment problems. These AI programs can also guide customers in ordering products, finding stores, booking tickets, and other more complex services. Chatbots are learning customer preferences with each new interaction and adjusting their actions accordingly. And in situations when AI can\u2019t solve the query, it will gather relevant information and transfer the customer to the appropriate human agent.<\/span><\/p>\n

Chatbots are therefore an effective way to automate customer service. They don\u2019t need to sleep or take a break and handle a high volume of requests with ease. In fact, chatbots can<\/span> answer<\/span><\/a> up to 80 percent of routine questions. They can also be trained to proactively contact website visitors, offering product recommendations and up-selling from product catalogs.<\/span><\/p>\n

These features enable chatbots to speed up response times of human agents and free them up for more challenging tasks. The importance of this capability can\u2019t be overstated. Companies<\/span> spend<\/span><\/a> over $1 trillion on 265 billion customer service calls each year and cutting these costs while improving customer experience is of vital importance.<\/span><\/p>\n

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