How Are Chatbots Changing Customer Service

Gone are those days when people were willing to hold on the telephone line to speak to the customer service team or wait for days to have their concerns addressed through emails.

Today, customers expect a quick response to their problems and queries.

With the advent of social media and review websites, customers are empowered to share their concerns, queries, and experiences with not just friend and family circle, but with all users on social media.

The need for quick response has compelled the organizations to take their customer service more seriously and look at ways to revamp it.

One of the new things that organizations have introduced in customer service to safeguard their reputation is the chatbots.

Wikipedia defines chatbots as a computer program or artificial intelligence that conducts conversation via auditory or text format.

To put it in simple words, they replicate the way humans would converse with other humans in an online platform.

The technology has gained so much prominence that Satya Nadella, the CEO of Microsoft called it a ‘new app’ in one of his keynotes in 2016[i]. In fact, Gartner predicts that by the year 2020, 85% of the customer interactions will happen without human intervention, which essentially means that chatbots will take the center stage soon.

So, how do chatbots help the customer service team?

Let’s understand in detail.

Benefits of Using Chatbots in Customer Service

#1 – Available 24/7

According to Drift’s 2018 State of Chatbots Report, 24-hour service was the top-most benefit that consumers expected from chatbots[ii]. And it’s understandable. Imagine, it’s 12 am, and you are browsing a website for information. You have a question about a product, what do you do? Probably leave a query on their contact form and wait for their response or if it’s urgent, wait till they open the next day to talk to them. With chatbots, you don’t have to wait so long for a response. All you need to do is enter the question in the chat box and get an immediate response to it.

#2 – Faster resolution of queries

Customer-centric industries such as banks, travel portals and e-commerce portals receive hundreds of mentions on social media in a day. It requires a lot of human resources and time to resolve each of them. In an era where the minimum turnaround time has reduced to one hour, there is humungous pressure on the customer service teams to address the queries within a short span. Chatbots can help in streamlining this process. It can offer first level responses, enabling the customer service team to focus on the more crucial issues.

#3 – Better customer service system

We would not be wrong in saying that customer service defines the success of an organization. How you treat your customers determines your brand value. With chatbots, you will be able to guide your customers better and support them right from the time they first visit your website to post-purchase. Right from giving a first-level response to the query to providing links to sign up for a service or a product,  to leading the customer to the FAQs to give them complete knowledge about your product or service, there are many things that you can train your chatbots to do. If we have to sum it up, chatbots empower your organization to provide quick resolutions to the customer in a short turnaround time with minimal human intervention.

How is Trooya Chatbot helping a leading Indian private bank in its customer service?

As a part of online response management, Trooya introduced a new feature called Trooya chatbot for one of the leading private banks in India. The idea was to offer an automated response management system that can respond to customer queries on social media. Built using Artificial Intelligence (AI) and Machine Learning (ML), Trooya Chatbot has been able to identify the intention of the customer’s post and find the right response to be posted.

The entire implementation will take place in three phases. Currently, the chatbot has been helping the customer service executives by suggesting them the first level response to the customer query. The executive either rejects or approves the suggestion. The entire exercise has shown ~92% accuracy and has saved the time of the team to a large extent.

In the second phase, which is under implementation, the chatbots will be posting the first-level responses automatically on social media under the supervision of the customer service team. The data generated from this will be used to improve the accuracy level.

The final phase will be to train the bots to respond automatically and accurately with minimal human supervision.


As organizations become customer-centric, chatbots can complement well and assist them to move to the next level of customer service.  If you wish to move to the next-level of offering customer service, chatbot can be a good beginning. Contact us for a free demo.

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