How can text analysis improve your customer service? Part 4 – Chat

Today we introduce you to the opportunities that using text analytics with your chat and chatbot can give to your business. So far we have already written about emails, phone calls and customer feedback (Part I – Emails; Part 2 – Phone calls; Part 3 – Feedback).

Chat or chatbot has become increasingly important as a communication tool between a business and its customer. With chatbots, customers can get their answers instantly. At the same time, it saves agents time on answering routine and simple customer questions.

Feelingstream chat

Use case I – Chatbot quality

Common problems with chatbots are that the answers they give are wrong or outdated because of poor intent detection. These situations leave customers without any help and as a result, NPS decreases.

What are the options to improve such situation? It is important to understand the intent and context of the chatbot, which can be automatically detected with Feelingstream software. Gathered knowledge helps to increase your chatbot’s quality.

Thanks to previously described process more customer questions can be handled by the bot and the quality will be better. Having a good chatbot makes it easier for customers to contact you and good communication between client and company increases the possibility to make a sales.

Use case II – new topics for chatbot

Usually, competition between companies is high. Besides constantly adding new products/services, one way to stay in competition is to offer the best customer service, for example with a chatbot.  Companies need constant research for new “bottable” topics to do that. This means to find out which topics are outdated and which new interest customers.

How to find new topics? With Feelingstream text analytics software companies can periodically review all their email/phone conversations and register the topics there; track conversations that are handed over to human agents; as well as do content, topic and sentiment analysis.

The result of the continuous review of customer conversations leads to finding new topics to add to chatbot and improving the quality of chatbot. While customers are happier with the bot services, churn rate decreases and sales numbers increase.

A chatbot is already and will be even more used conversation tool for customer conversations in the future. Stay ahead of your competitors and make your chatbot the best there is already now.

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