{"id":19571,"date":"2023-05-03T10:21:53","date_gmt":"2023-05-03T09:21:53","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=19571"},"modified":"2025-02-13T22:41:49","modified_gmt":"2025-02-13T22:41:49","slug":"customer-service-chatbots","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/customer-service-chatbots\/","title":{"rendered":"How customer service chatbots are redefining customer experience"},"content":{"rendered":"<p>Artificial intelligence (AI) is radically redefining the customer support landscape. From <a href=\"https:\/\/www.intercom.com\/blog\/messages\" target=\"_blank\" rel=\"noopener\">automated messages<\/a> to <a href=\"https:\/\/www.slideshare.net\/PropelGuruMarketing\/visual-search-marketing-how-to-adapt-it-in-2022\" target=\"_blank\" rel=\"noopener\">visual search<\/a>, AI customer service chatbots allow companies to better support their customers\u2019 needs at more touch points along their journey.<\/p>\n<p>As more consumers have moved online \u2013 driven in large part by the pandemic \u2013 businesses have had to radically transform their customer experience. AI chatbots have really <a href=\"https:\/\/www.mytotalretail.com\/article\/covid-19-has-given-rise-to-mass-chatbot-adoption-in-the-retail-space\/\" target=\"_blank\" rel=\"noopener\">risen to prominence<\/a> since March 2020, providing 24\/7 support, and <a href=\"https:\/\/www.intercom.com\/blog\/campaign\/resolution-bot\" target=\"_blank\" rel=\"noopener\">automatically resolving questions<\/a> without any human intervention.<\/p>\n<p>At Intercom, we are deeply <a href=\"https:\/\/www.intercom.com\/blog\/personal-automated-customer-support\/\" target=\"_blank\" rel=\"noopener\">embracing automation<\/a> and bots to help businesses dramatically enhance their customer experience, creating better customer relationships, and achieve faster growth. That\u2019s why we built <a href=\"https:\/\/www.intercom.com\/blog\/fin\">Fin<\/a>, our AI bot powered by a mix of large language models including OpenAI\u2019s GPT-4, that automatically and instantly resolves up to 50% of your customers\u2019 questions.<\/p>\n<p>Here\u2019s a look at how customer service chatbots can improve your <a href=\"https:\/\/www.intercom.com\/blog\/customer-support-software?on_pageview_event=nav\" target=\"_blank\" rel=\"noopener\">customer support experience<\/a> and drastically enhance your support team\u2019s efficiency. And if you\u2019re looking for inspiration for building impactful bots, you\u2019ve come to the right place \u2013 we also share some of our favorite case studies from our very own customers.<\/p>\n<h2 id=\"what-is-a-customer-service-chatbot-and-do-i-need-one\">What is a customer service chatbot, and do I need one?<\/h2>\n<p>A customer service chatbot is a bot that uses AI and machine learning to answer basic customer questions via a <a href=\"https:\/\/www.intercom.com\/blog\/messenger\" target=\"_blank\" rel=\"noopener\">business messenger<\/a>. For example, questions such as; \u201chow do I add more users?\u201d or \u201cwhat is your pricing?\u201d.<\/p>\n<p>AI chatbots use your existing resources, such as <a href=\"https:\/\/www.intercom.com\/blog\/how-to-handle-frequently-asked-questions\/\" target=\"_blank\" rel=\"noopener\">FAQs<\/a> or <a href=\"https:\/\/www.intercom.com\/blog\/articles\" target=\"_blank\" rel=\"noopener\">knowledge base articles,<\/a> to help answer and resolve your customers\u2019 questions. They can recognize and answer multiple forms of the same question and <a href=\"https:\/\/www.intercom.com\/blog\/how-to-train-a-conversational-chatbot\/\" target=\"_blank\" rel=\"noopener\">can be trained<\/a> to give instant responses using your <a href=\"https:\/\/www.intercom.com\/blog\/botiquette-designing-impactful-chatbots\/\" target=\"_blank\" rel=\"noopener\">preferred voice and tone.<\/a><\/p>\n<p>With Intercom\u2019s Resolution Bot, you can take this one step further by proactively suggesting relevant answers before the customer even finishes typing. That means faster, more consistent support for your customers and fewer repetitive, transactional questions for your support agents. You should think about adding a chatbot feature like this to your website if:<\/p>\n<ul>\n<li>You have a global, growing base of customers, who require <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3107388-support-multiple-languages-in-your-help-center\" target=\"_blank\" rel=\"noopener\">multi-lingual support.<\/a><\/li>\n<li>Support is needed across multiple channels (e.g. website, in-app, social media, etc.).<\/li>\n<li>You\u2019re unable to have your support team present 24\/7.<\/li>\n<li>You need to reduce your customer service costs and find more efficient ways to <a href=\"https:\/\/www.intercom.com\/blog\/how-to-scale-your-customer-support-as-you-grow\/\" target=\"_blank\" rel=\"noopener\">scale your customer support.<\/a><\/li>\n<\/ul>\n<p><strong>Pro tip:<\/strong> Consider implementing <a href=\"https:\/\/www.intercom.com\/blog\/messages\" target=\"_blank\" rel=\"noopener\">targeted messaging<\/a> and <a href=\"https:\/\/www.intercom.com\/blog\/product-tours\" target=\"_blank\" rel=\"noopener\">product tours<\/a> if you have yet to do so. By proactively educating your customers and pre-emptively answering their questions, you\u2019ll reduce your support volume and improve your customers\u2019 experiences no matter the size of your business.<\/p>\n<h2 id=\"support-chatbots-help-but-dont-replace-customer-service-agents\">Support chatbots help \u2013 but don\u2019t replace \u2013 customer service agents<\/h2>\n<p>It\u2019s true that chatbots help your customer service agents (we call them customer support specialists and engineers here at Intercom) do their jobs better. In particular, they save your team time by resolving simple questions quickly \u2013 freeing up your team to tackle the complex queries.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;As advanced as natural language processing has become, it can never really offer a genuine \u201cI\u2019m sorry\u201d the way a human can&#8221;<\/p><\/blockquote>\n<p>AI chatbots aren\u2019t a replacement for real human interactions, though.<\/p>\n<ul>\n<li>Chatbots are better at augmenting these interactions and are best utilized to simplify tasks and remove repetition from workflows.<\/li>\n<li>Human agents should handle conversations where someone is navigating a complex purchase or is <a href=\"https:\/\/www.intercom.com\/blog\/how-to-support-angry-customers\/\" target=\"_blank\" rel=\"noopener\">feeling frustrated or confused<\/a>. As advanced as natural language processing has become, it can never really offer a genuine \u201cI\u2019m sorry\u201d the way a human can.<\/li>\n<\/ul>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2021\/04\/bots-versus-humans.png\" \/><\/p>\n<p>For real-time interactions, support bots can really have some major benefits both to your team and your customers. Just remember that AI is a virtual assistant, it is there to help your human agents do their jobs better \u2013 it can never replace them entirely.<\/p>\n<h2 id=\"six-major-benefits-of-customer-service-chatbots\">Six major benefits of customer service chatbots<\/h2>\n<p>Using AI chatbots comes with some pretty big benefits \u2013 here are the six you\u2019re most likely to notice right away.<\/p>\n<ol>\n<li>Chatbots offers instant resolutions<\/li>\n<li>Your business can offer 24\/7 customer support<\/li>\n<li>Chatbots continuously learn<\/li>\n<li>You can tailor answers to different types of customers<\/li>\n<li>Your team has more context on each customer<\/li>\n<li>A consistent user experience is created<\/li>\n<\/ol>\n<h3>Chatbots offers instant resolutions<\/h3>\n<p>When a customer asks a question, Intercom\u2019s chatbots <a href=\"https:\/\/www.intercom.com\/blog\/automated-answers\" target=\"_blank\" rel=\"noopener\">automatically resolve questions<\/a> using your source material, including knowledge base articles and FAQs. Intercom\u2019s Resolution Bot takes this a step further by surfacing relevant answers based on what customers are typing \u2013 before they even hit the enter key.<\/p>\n<p><script src=\"https:\/\/fast.wistia.com\/embed\/medias\/8q9uw4tibd.jsonp\" async><\/script><script src=\"https:\/\/fast.wistia.com\/assets\/external\/E-v1.js\" async><\/script><\/p>\n<h3>Your business can offer 24\/7 customer support<\/h3>\n<p>If your team is unavailable, a chatbot can step in to answer questions and provide links to resources. But if they can\u2019t help, the bot can indicate your <a href=\"https:\/\/www.intercom.com\/blog\/help\/support-and-retain-customers\/set-expectations\/let-customers-know-youre-out-of-office\" target=\"_blank\" rel=\"noopener\">available hours<\/a> to say when a human will be in touch.<\/p>\n<p>Alternately, if you find that your bots are getting a lot of complicated questions that almost always require human intervention, you <a href=\"https:\/\/www.intercom.com\/blog\/how-to-build-a-chatbot-six-recipes\/#ooobot\" target=\"_blank\" rel=\"noopener\">can build a dedicated \u201cout of office\u201d bot<\/a> to take over when no one is around to respond. This way, the customer isn\u2019t waiting around for a response, and a member of your team can reply directly as soon as they\u2019re back.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone\" src=\"https:\/\/intercom.com\/blog\/wp-content\/uploads\/2018\/08\/O.gif\" alt=\"How real-time chatbots respond to customer support questions\" width=\"650\" height=\"500\" \/><\/p>\n<h3>Chatbots continuously learn<\/h3>\n<p>Customer service chatbots don\u2019t just use AI to answer questions. They also use it to learn and automatically improve the quality of the support offered in the future. For example, if a chatbot knows how to answer a question like \u201chow do I add another user?\u201d it can automatically recognize \u201c<em>where<\/em> do I add another user?\u201d as having the same meaning. That similar phrasing can automatically be added to its knowledge bank, so future questions are phrased in the same way.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;You can train your bots to provide better answers&#8221;<\/p><\/blockquote>\n<p>Additionally, if a customer rates a response given by a chatbot as unhelpful, it\u2019s less likely to use that answer again in a different conversation. If your chatbot tells someone where to add users when what they\u2019re really asking about is user images, a simple rating can help it learn that these two aren\u2019t the same thing.<\/p>\n<p>Of course, not all the learning has to be done via AI. You can also <a href=\"https:\/\/www.intercom.com\/blog\/how-to-train-a-conversational-chatbot\/\" target=\"_blank\" rel=\"noopener\">train your bots<\/a> to provide better answers. You can use questions your customers have actually asked (or ones you think they will ask) to improve how your bot responds.<\/p>\n<p><strong>Pro tip:<\/strong> Chatbots are only as good as the number of conversations they can successfully resolve, so keep an eye on <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/2408846-measure-answer-bot-s-performance\" target=\"_blank\" rel=\"noopener\">how your chatbot\u2019s answers are performing<\/a>. Pay particular attention to how many times an answer successfully resolves your customers\u2019 questions and pinpoint any underperforming answers you need to improve.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2021\/02\/Resolution-Bot-Reports-1-1.jpg\" \/><\/p>\n<h3>You can tailor answers to different types of customers<\/h3>\n<p>Even when customers have the same question, they might not be satisfied with the same answer. For example, if you have a customer on your Enterprise plan who asks if apps are included in the cost, but your bot references your Startup plan, it might as well have not answered at all.<\/p>\n<p>With Intercom\u2019s Resolution Bot, you have the power to choose who the bot speaks to and how it answers based on criteria like customer spend, business type, location, and more. You can resolve your customers\u2019 problems with answers that are hyper-targeted to their needs.<\/p>\n<p><script src=\"https:\/\/fast.wistia.com\/assets\/external\/E-v1.js\" async><\/script><script src=\"https:\/\/fast.wistia.com\/embed\/medias\/tolp3fl5as.jsonp\" async><\/script><\/p>\n<h3>Your team has more context on each customer<\/h3>\n<p>If an AI chatbot is present and patiently waiting, why not use it? Customers who see chatbots may be more likely to ask questions, rather than silently browsing and remaining an <a href=\"https:\/\/www.intercom.com\/blog\/invisible-sales-pipeline\/\">\u201cinvisible lead&#8221;.<\/a><br \/>\nWith that <a href=\"https:\/\/blog.hubspot.com\/sales\/the-ultimate-guide-to-prospecting-how-many-touchpoints-when-and-what-type\" target=\"_blank\" rel=\"noopener\">first touchpoint<\/a> from a customer, you have their information in your system. This is a great start: if they contact you again, your agents can use that conversation history to better understand their needs and make sure their first question was properly answered.<\/p>\n<blockquote class=\"pullquote-style-two\"><p>&#8220;This deep context on each customer and their journey can give you some ideas for ways to improve your chatbot\u2019s responses&#8221;<\/p><\/blockquote>\n<p>With all your customer conversations logged in Intercom (including the AI ones), your team can get a full picture of each customer\u2019s journey. View how they\u2019re progressing and how the team can support each lead on their own unique path toward conversion or upgrade. If a prospect is asking a lot of questions about pricing, your team will probably want to handle that prospect differently than someone asking a single question about user roles.<\/p>\n<p>This deep context on each customer journey could also provide some ideas for improving your chatbot\u2019s responses. If you see some conversations only being held with your agents, this might mean there are questions that your bot isn\u2019t answering but should be able to. That\u2019s a good opportunity to do some training and add those questions into your database.<\/p>\n<h3>A consistent user experience is created<\/h3>\n<p>Finally, customer service chatbots can help you establish a consistent, on-brand experience for your customers. Since you\u2019re in control of <a href=\"https:\/\/www.intercom.com\/blog\/botiquette-designing-impactful-chatbots\/\" target=\"_blank\" rel=\"noopener\">the voice, tone, and language<\/a> used in your bot\u2019s responses, there won\u2019t be any \u201cwe don\u2019t say that\u201d situations.<\/p>\n<p>This consistency is only bolstered by how accurate chatbots are. With AI in control, conversations aren\u2019t missed by accident, support emails don\u2019t go to spam and there\u2019s no copy-pasting or mistyping that could result in the wrong information being sent to a customer.<\/p>\n<h2 id=\"examples-of-awesome-customer-support-chatbots\">Examples of awesome customer support chatbots<\/h2>\n<p>Let\u2019s take a look at how some of our amazing customers are using Intercom\u2019s AI-powered support bots to answer questions, provide information, and help more customers at scale.<\/p>\n<p><strong><a href=\"https:\/\/livestorm.co\/\" target=\"_blank\" rel=\"noopener\">Livestorm<\/a><\/strong><\/p>\n<p>Livestorm is a video conferencing platform that enables businesses to communicate better, offering them the ability to host webinars, meetings, and online events. With Intercom, the team combines powerful inbox management and self-serve support capabilities to triage customer queries, collect valuable context upfront to reach quicker resolutions, and empower customers to help themselves.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/03\/Livestorm-bot.jpeg\" \/><\/p>\n<blockquote class=\"pullquote-style-four\"><p>\u201cIntercom helps us turn website visitors into leads. The number of monthly inbound demos booked has increased by 233% since we started using the platform to power our sales. We have big growth ambitions for the year ahead, both for our team and our use of Intercom.\u201d \u2013 Thibaut Davoult, Head of Growth at Livestorm<\/p><\/blockquote>\n<p><strong><a href=\"https:\/\/www.nuuly.com\/\" target=\"_blank\" rel=\"noopener\">Nuuly<\/a><\/strong><\/p>\n<p>Nuuly is a curated fashion destination where you can rent, resell, and thrift clothes online in ways that are gentler on the planet and\u00a0your wallet. With inbound conversation volume on the rise, the team leaned on Intercom\u2019s automation capabilities to make their support more efficient. They used tags to identify recurring trends in the types of questions the support team was receiving and implemented a custom-built Resolution Bot \u2013 which they call \u201cChat Cat\u201d \u2013 to help resolve these frequently-asked questions.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2022\/03\/Inline-2@2x-1.jpg\" \/><\/p>\n<p><strong><a href=\"https:\/\/biteable.com\/\" target=\"_blank\" rel=\"noopener\">Biteable<\/a><\/strong><\/p>\n<p>Biteable is a video-making platform that empowers businesses to create professional videos in minutes, regardless of budget or skills. Resolution Bot has helped Biteable improve their real-time support by resolving their customers\u2019 most common questions, like \u201cHow can I create a video?\u201d automatically. As soon as a customer starts typing, Resolution Bot serves up the most relevant suggested answers, so customers can help themselves right from the messenger.<\/p>\n<p>VP of Customer Success Nick Sayers says, \u201cWe\u2019re now offering a much better customer experience with the help of Resolution Bot which has saved more than 1000 hours of our end users\u2019 time and 800 hours of our team\u2019s time to date.\u201d<\/p>\n<p><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2020\/02\/Resolution-Bot-Biteable.gif\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2021\/02\/Biteable-customer-claim.jpg\" \/><\/p>\n<h2 id=\"redefine-your-customer-experience-with-customer-service-chatbots\">Redefine your customer experience with customer service chatbots<\/h2>\n<p>Artificial Intelligence is changing how we live and work. It\u2019s also changing how we\u2019re able to support our customers, whether they\u2019re asking simple questions or trying to make a purchasing decision. By adding AI chatbots to your site, you\u2019ll do much more than look tech-savvy (although you will). Using a customer support chatbot will save you time, improve the customer experience, and help you build a more robust support offering on your site or in your mobile app.<\/p>\n<p>Ready to redefine your customer experience? Check out <a href=\"https:\/\/www.intercom.com\/blog\/fin\">Fin<\/a> and how it can help your business do just that.<\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>Using a customer support chatbot will save you time, improve the customer experience and help you build a more robust support offering on your site or in your mobile app.<\/p>\n","protected":false},"author":518,"featured_media":19573,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[25198,3],"tags":[604,489,564,142],"coauthors":[25010],"class_list":["post-19571","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai-ml","category-customer-support","tag-ai","tag-chatbots","tag-customer-service","tag-customer-support"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to improve engagement with a customer service chatbot<\/title>\n<meta name=\"description\" content=\"AI customer service chatbots better support their customers\u2019 needs. 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Here&#039;s how to improve engagement with a customer service chatbot.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/customer-service-chatbots\/\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/intercominc\" \/>\n<meta property=\"article:published_time\" content=\"2023-05-03T09:21:53+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-13T22:41:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/02\/ChatbotSupport-Blog-Hero.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"3600\" \/>\n\t<meta property=\"og:image:height\" content=\"1706\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Declan Ivory\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@intercom\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Declan Ivory\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"10 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.intercom.com\/blog\/customer-service-chatbots\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/customer-service-chatbots\/\"},\"author\":{\"name\":\"Declan Ivory\",\"@id\":\"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/fd6d1cfe687831c054d059254d25da68\"},\"headline\":\"How customer service chatbots are redefining customer experience\",\"datePublished\":\"2023-05-03T09:21:53+00:00\",\"dateModified\":\"2025-02-13T22:41:49+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/customer-service-chatbots\/\"},\"wordCount\":2007,\"publisher\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/customer-service-chatbots\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/02\/ChatbotSupport-Blog-Hero.jpg\",\"keywords\":[\"AI\",\"chatbots\",\"Customer Service\",\"customer support\"],\"articleSection\":[\"AI &amp; Automation\",\"Customer Service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.intercom.com\/blog\/customer-service-chatbots\/\",\"url\":\"https:\/\/www.intercom.com\/blog\/customer-service-chatbots\/\",\"name\":\"How to improve engagement with a customer service chatbot\",\"isPartOf\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/customer-service-chatbots\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.intercom.com\/blog\/customer-service-chatbots\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/02\/ChatbotSupport-Blog-Hero.jpg\",\"datePublished\":\"2023-05-03T09:21:53+00:00\",\"dateModified\":\"2025-02-13T22:41:49+00:00\",\"description\":\"AI customer service chatbots better support their customers\u2019 needs. 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