Consumers increasingly turned to businesses for assistance as they dealt with the unimaginable changes the pandemic brought about. In South East Asia, 80% of client company leaders concurred that the volume of contacts had increased since February 2020. Without a question, COVID 19 has increased client expectations. Customers today expect instantaneous, personalized service via messaging on digital platforms, prompting businesses to adopt cutting-edge artificial intelligence tools like chatbots to satisfy these demands. And if customer service becomes a decisive factor in choosing a brand, these expectations will only increase, as 71% of consumers in APAC said they would switch to a rival after one negative customer service encounter.
This blog post will go through how brands in the APAC region may use AI chatbots to provide better customer service, surpass consumer expectations, and cut support expenses.
Being accessible round-the-clock via digital channels
A brand may be accessible to assist customers when they need it most with an AI chatbot! AI chatbots are well-suited to deal with common problems and FAQs. Customers don’t have to endure protracted hold periods or wait to speak with a customer support representative. By communicating with the AI chatbot, they may easily get their questions answered. According to statistics, an increasing number of clients in the APAC area are using social media as their main method of customer service. To assist customers on their chosen channels, organizations may easily build an omnichannel support strategy using AI chatbots. Additionally, AI-powered chatbots can maintain information across channels, saving users from having to repeatedly describe their problems.
Obtain scalability
The inability of the businesses to handle the increasing volume of consumer interaction was one of the biggest problems they encountered during the pandemic. It is expensive and time-consuming to hire new customer service reps and train them. With the aid of AI chatbots, bands can manage the traffic jam during peak hours efficiently, cutting down on overall customer service expenditures. In order to sustain service levels during a crisis, live chat and messaging were deemed essential by 44% of customer service leaders globally.
The workload of the agents
Only 16% of agents in APAC are content with their profession. An AI chatbot can respond to all common questions, and depending on the agents’ skill sets and workload at the time, it will only transfer the more sophisticated ones that fall beyond of its purview. The agents are so liberated, enabling them to concentrate their energies on pressing issues.
For agents to promptly respond to a consumer enquiry, they need not only the mental space necessary, but also the appropriate data and context. AI chatbots can provide real-time assistance to agents with all of this data, saving them time from searching and enabling quicker resolution and decreased time-per-interaction.
Promote improved client experiences
To better understand customers’ demands, an AI chatbot can keep track of all customer discussions and examine help tickets. It can research which customer-pleasing agent responses produce the best results. With the aid of all these data points, AI chatbots can better comprehend clients and offer proactive contextual support going forward.
By installing an AI chatbot, brands can also notify and update their clients about the progress of their inquiries with timely proactive notifications.
Providing customization
Brands may provide their customers a customized experience with the help of AI chatbots. The AI chatbot can imitate human contact by detecting and aiding clients with particular and pertinent information rather than offering general responses and assistance. By picking up earlier communication strands, it can also carry the dialogue forward. 94% of customers in APAC are willing to pay more for businesses that offer individualized customer service.
Take feedback
Instead than asking clients to complete lengthy feedback forms that they are unlikely to complete, AI chatbots may gather input in a more engaging, conversational, and simple way.
StarHub is using an AI chatbot to power its omnichannel assistance.
An AI chatbot was developed by StarHub, a well-known Singaporean business that offers top-notch communication, entertainment, and digital solutions, to improve customer service. On their Facebook page, a chatbot was set up to respond to questions about their services for digital TV, cable, IPTV, broadband internet, telephone, and mobile. The goal was to give excellent customer service and fast help. The brand had a 125% rise in NPS and an improvement in first response times after adopting the AI chatbot. StarHub expanded the deployment of the AI chatbot across additional channels like WhatsApp and the website in response to the favorable feedback on the Facebook platform.
Conclusion
By 2028, the conversational AI market in APAC is anticipated to grow at the greatest rate globally, reaching $3.022.4 million. As customers demand rapid, individualized customer service, many firms are trying to implement AI chatbots to strengthen their customer support initiatives. Customers are also willing to pay more for brands that cater to their specific demands and offer tailored support. A company’s NPS and CSAT can be significantly increased, customer care expenses can be decreased, and a brand differentiator can be developed with the use of an AI chatbot.