Interest in AI as a tool for productivity, efficiency, and excellent customer experience is growing at a phenomenal rate. Around 77.79% of respondents to one study said that they feel optimistic about the future of AI, and 66% believe using AI benefits business performance.
As the age of digital transformation continues to introduce ever-more compelling examples of “intelligence” into the modern workforce, the opportunities available for AI in CX are constantly evolving. Many companies are already excited about concepts like sentiment analysis, virtual voice assistants, and conversational intelligence.
However, unlocking the benefits of AI usually means starting with something simple. FAQ bots could be the easiest way for companies to unlock the power of AI for quick problem resolution without a great deal of initial investment.
An FAQ bot is currently one of the more straightforward tools on the market for companies investing in AI technology. Like early chatbots, FAQ bots are automated tools with access to many components of company information, knowledgebase data, and insights.
FAQ bots work by pinpointing specific keywords and terms in a customer question and matching them to potential solutions in your existing FAQ content. For instance, if a customer asks about refunds and returns, your FAQ bot can suggest various topics they may want to look at to answer their question.
FAQ bots save users significant time and effort by allowing them to instantly find the information already available to answer their questions without extensive searching. The faster the user solves their potential problem, the better their engagement and satisfaction levels will be.
The great thing about FAQ bots is they benefit many use cases. Internally, they make your team members more productive and empower them to solve issues quickly. Externally, FAQ bots give your customers more control over their customer service experience and allow them to resolve problems without waiting on hold.
For employees, the most significant benefits of an FAQ bot are:
While it’s easy to disregard an FAQ bot as being less advanced than some alternative AI and bot solutions, they still have significant benefits. FAQ bots are excellent tools for helping customers to streamline their service experience. The most important benefits of an FAQ bot for customers include:
As a bonus, your FAQ bot can collect valuable information about your customers, their issues, and the problems they typically face for your business. This provides valuable insight into the customer experience and the information gathered will allow you to create better FAQ articles in the long term, to deliver more personalized service to your audience.
Bringing bots into the business environment and experimenting with AI doesn’t have to mean spending a fortune on new technology. Sometimes, starting simple with something basic like an FAQ bot can make a world of difference for your customers and employees.