What are the benefits of customer service robot reply?
First, timely service to avoid negative customer sentiment.
1. The robot automatically returns to improve the first sound speed.
At the peak of consultation, there are usually 5 to 6 visitors waiting for consultation under the customer service window. Waiting for a long time is easy to make customers have negative emotions and reduce their loyalty to the enterprise.
In addition, the pace of modern society is accelerating. Many customers often choose to give up inquiry and replace products, which makes enterprises lose business opportunities in vain.
Using the automatic reply function of intelligent customer service robot, you can contact tourists at the first time, explain the current queuing situation, communicate simply, and relieve the anxiety of tourists waiting.
2.7 * work 24 hours to fill the service gap.
Customer service staff need to rest and cannot provide continuous service for visitors. Intelligent customer service robots can work around the clock and always maintain a full and enthusiastic working state.
It can fill the gap that no manual customer service support is needed at night, provide all-weather consulting service for visitors and help enterprises seize every business opportunity.
Second, assist employees to improve customer service efficiency.
1. Understand customer problems and provide support for the follow-up work.
Intelligent customer service robot can consult and guide visitors through active communication while waiting for manual customer service reception.
On the one hand, we can understand the consultation intention of visitors and prepare for the follow-up customer service.
On the other hand, it can guide visitors to leave contact information and collect clues to facilitate subsequent sales.
2. Deal with repetitive problems and improve the work value of manual customers.
Answering questions based on visitors is the most important function of customer service robot. Intelligent customer service robot uses natural language technology (NPL) to understand visitors' questions, and then searches the knowledge base for the answer with the highest matching degree according to the specified automatic reply algorithm.
This method is different from the traditional keyword matching customer service robot, which greatly improves the robot's understanding ability and response accuracy, and can help human customer service answer a large number of repeated questions.
This can not only improve the work efficiency of the customer service center, but also help the customer service staff to get rid of the boring basic problems, focus on the professional in-depth problems, improve the sense of accomplishment and alleviate the boredom at work.
Third, connect the business system, feedback and query information quickly.
Some visitors not only need to ask questions about enterprise products, but also want to get relevant real-time information.
For example, customers can ask the customer service department for logistics information, such as whether the goods have been delivered and the current location.
At this point, the customer service staff must first enter the logistics system for inquiry, and then reply to the customer.
The intelligent customer service robot can open the API interface to connect with the query system. Visitors can directly enter the system call information after asking questions, which is faster than manual customer service reply.