A contact centre chatbot is a computer program designed to simulate human conversations through text or voice interactions. Integrated into contact centre systems, these chatbots assist and engage with customers by handling routine enquiries, providing information, and assisting with tasks without the need for human intervention.

Contact centre chatbots rely on AI, machine learning, and speech recognition to interact with users effectively. They offer numerous benefits, including proactive customer communication, cost reduction, and enhanced convenience. Chatbots excel at performing clearly defined, repetitive tasks, making them valuable tools to enhance customer experience.

Businesses deploy chatbots to facilitate both service and sales interactions as they can manage multiple conversations simultaneously, a feat not feasible for human agents. They collect customer information and attempt to resolve issues efficiently. If an issue exceeds their capabilities, they seamlessly escalate the chat to a human agent, ensuring a positive customer experience but also helping to considerably reduce agent workload, giving agents back valuable time to deal with more complicated customer enquiries.

The key benefits of contact centre chatbots

• Can undertake automated admin related tasks
• Free up agent time
• Provide a faster customer experience
• Can refer the customer to a human agent when needed
• Intuitive and easy to use
• Easy to deploy