Conversational agents are another type of technology that has been proven to improve the customer journey. Unlike the two technologies mentioned above, chat agents are a great tool that lets customers know the details of their purchases, such as order status, delivery progress, product support and a few other details regarding their shopping experience .
Thanks to conversational agents, customers interact with the system rather than with humans and receive messages generated by Artificial Intelligence (AI). The use of conversational agents provides an interactive customer experience.
Conversational agents to reduce operating costs
Today, many businesses, including airlines and fast food chains, use chatbots to cut operating costs rather than employing a traditional support team of employees.
Among these companies, we can notably mention world famous brands such as Air Asia, KFC, McDonald's, Pizza Hut, Sephora, Spotify, Staples and even the Wall Street Journal!
In addition, according to the Entrepreneur India business website, one of the obvious benefits that conversational agents could offer businesses is the reduction in their operating costs by 60 to 70% (Vaish, 2019), thereby avoiding go through training agencies and human labor, which could cost more than that figure.
In addition, the deployment of conversational agents in businesses could save them $ 8 billion over the next 5 years, which is a huge number for them.
Conversational agent marketing is useful for efficient, modernized and engaging customer service.
To be precise, customers could get an immediate response from chat agents as they are designed and invented to process data and respond to messages in real time.
Customers do not have to wait several days to get answers to their requests when they have a problem with their purchases or payments.
This technology is generally used by sellers or online companies and facilitates the customer experience while being likely to save them time when shopping.