No matter which industry your business aligns with, one thing is certain: your customers want quick, accurate answers and solutions to their problems and questions. In the past, reaching out to customer service representatives may have felt like a chore, with customers expressing their dissatisfaction when they feel that they’re wasting their precious time while sitting on hold, just waiting for the next agent to get on the line.
Learn how Cyara can help your business improve conversational AI with chatbot testing solutions.
However, many businesses have started to implement conversational AI and chatbots into their tech stacks, with the goal of meeting customer expectations, reducing costs, and creating a more seamless CX journey.
In this blog, we’ll look at how five different industries are using chatbots to create satisfied customers, and why chatbot testing solutions are a must for any business looking to use conversational AI.
Retail & Ecommerce
In the years following the COVID-19 pandemic, online shopping has only continued to rise and shows no sign of slowing down. Recent forecasts suggest that online consumers will spend approximately $11 trillion during 2024. However, to turn a profit and be successful in today’s highly competitive ecommerce market, retailers must remain agile and provide quality CX that will keep consumers coming back for more.
Many times, customers have a question about their online order, want more information on a delivery date, or face an unexpected problem that requires an immediate response. In these instances, chatbots are a great tool that retailers can use to manage agent bandwidth, boost sales, and provide seamless interactions.
Especially during peak seasons, when retailers are hard at work filling orders, chatbots reduce churn by providing quick answers. Virtual agents help manage your agents’ time by addressing many inquiries. When trained and developed appropriately, chatbots can answer order and payment-related questions, update existing information, and more.
Banking & Finance
Like retail interactions, chatbots used in the banking and financial services industry have a high impact due to their ability to provide critical information in a fraction of the time. Customers are no longer forced to wait in long lines to speak to a teller in-person, nor do they have to call an agent within set working hours. The chatbot is available to answer questions 24/7 with just a click of a button.
Chatbots can also be used to notify a customer when suspicious activity is flagged on their account, thereby mitigating the risk of fraud, and improving security management. These instances of rapid responses and real-time information improve overall CX and customer satisfaction, especially when dealing with sensitive issues related to a person’s money and bank accounts.
A banking chatbot can be programmed to deal with a wide range of tasks, including updating information, onboarding new customers, and streamlining routine banking requests.
Travel & Tourism
Even simple, rule-based bots can have a great impact on companies in the travel and hospitality industry by fielding generalized questions and repetitive tasks. A more sophisticated chatbot can be programmed to complete a wide range of tasks, from booking a hotel room to providing customers with information on the nearest restaurants.
Like within other industries, travel companies benefit from the 24/7 availability that chatbots provide. Customers can reach out with a question at any time and quickly receive an answer to their inquiry. This is even more important if the customer has already traveled abroad and needs immediate assistance.
These benefits can have a lasting impression on customers who want to find the easiest way to book their trip. Especially during busy and peak seasons, customers want to ensure that they’re working with a company that will put them first and provide exceptional CX. If the customer feels like they’re waiting too long for information, it’s highly likely that they’ll move onto a competitor who will provide the level of service they crave.
Human Resources
With the rise of remote work and an increasing competitive job market, HR teams often feel overwhelmed by the number of applicants they receive for a job posting. Instead of spending hours upon hours communicating with potential hires, HR chatbots ease the burden and allow teams to reallocate resources.
Chatbots can be trained for tasks such as completing background checks, generating interest through emails and chat, and assisting in the onboarding process by helping new hires complete paperwork.
Your HR team is extremely valuable to the overall success of your team, and chatbots help ease the burden. Instead of spending much of their time on recruitment, HR teams can refocus on completing other tasks such as training, leadership development, and audits, which have significant impacts on your bottom line.
Healthcare
There is a lot of administrative work that goes into running a successful healthcare organization. From booking patient appointments, to cataloguing test results, sending appointment reminders, and more, these tasks take valuable time away from doctors and their employees. In these instances, chatbots allow for healthcare organizations to provide much more seamless CX and focus on providing quality healthcare.
For example, where desk assistants and nurses once had to call each patient individually to remind them of an upcoming appointment, chatbots automate the process and send reminders in a fraction of the time. Chatbots can also send invoices, engage with customers by sending health information, and receive patient information ahead of the scheduled appointment.
Altogether, these instances of chatbot usage are instrumental in boosting patient engagement and allowing medical professionals to save hours of time working on non-urgent matters. In addition, medical chatbots can easily connect patients to a medical professional if their condition worsens, at any time.
The Importance of AI Chatbot Testing
While these different types of chatbots are instrumental in helping businesses succeed, chatbot testing is critical to ensure that they’re providing high quality CX. If left untested or unmonitored, conversational AI can pose serious risks to an organization.
In some cases, chatbots have access to sensitive information, which could be exploited. In other instances, chatbots may provide inaccurate or inappropriate information, which can help your organization’s reputation and lead to regulatory risks.
By leveraging chatbot testing services, you can ensure that your bot is prepared to answer customer inquiries by simulating real-world interactions and monitoring the provided answers. Gain control and visibility through every step of the bot development lifecycle, and create a bot that will reduce company costs, minimize risks, and perform exactly as designed and at scale.
