Enhanced Customer Experience with Chatbots
Chatbots, most of us would have experienced them while shopping online or booking a ticket. It is estimated that the Chatbot market is expected to reach around 1.25billion US dollars in 2025 from 190.8 million US dollar in 2016. These chatbots include AI programming to converse with customers in common language by means of sound or content.
Based on the recent records, it is observed that Chatbots are always available, don’t make mistakes, are intuitive and easy to manage. It is conveniently utilised by those who don’t want talking to support centres.
Due to its consistency and success, Chatbots have been successfully adopted in supply chain logistics wherein it can be of help in two different ways:
- Supply chain operations: fleet management, warehousing etc.
- Customer-facing operations: Order booking, shipment tracking etc.
How chatbots are helpful in supply chain logistics:
With chatbots, the customers always receive up-to-date information about the consignment as well as shipping delays history. Customers can also change or cancel a delivery using the tracking no issued during the order confirmation.
As the chatbots can extract the real-time data and information of the concerned shipments from the entity system, the end-customer can request for delivery status of the product which has been booked.
Enhance internal communication
With chatbots streaming, it’s easy to manage the daily internal communication among the staff. For each FAQ, technical document or training material distribution there are plentiful mails that keep circulating. Chatbots can effortlessly perform internal communications seamlessly and bolster productivity. These bots also have the ability to revert pre-programmed answers to the frequently asked queries about the services, such as the rates, refunds, important destinations and the delivery terms.
Intelligence is pushed inside the chatbots based on clients’ requirements to manage labour intensive operations, tracking inventory, human errors and much more. The AI technology in chatbots along with cognitive technology provides the ability to state a goal and work towards it to achieve the same. For doing that, chatbots are given the ability to sense and decision making based on predictive analysis.
Chatbots is today an essential tool to strengthen delivery efficiencies as the customers demand and increasing competition is compelling the logistics industry to focus their attention to build more chatbots that can manage the customers round the clock without any delay.