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Important Role Of A Chatbot In Customer Service 2022


chatbot in customer service

As technological innovation advances at an accelerated pace, an ever-increasing number of enterprises are embracing chatbots as a cutting-edge modality to furnish customer service and support. These conversational agents, empowered by sophisticated natural language processing and machine learning capacities, are rapidly establishing themselves as the effective preference for customers seeking aid with their myriad products and services.

I.e, the present treatise shall furnish a comprehensive and exhaustive manual concerning the intricate architecture of a chatbot in customer service, traversing diverse themes such as their historical evolution, intricate functionality, nuanced design paradigms, and the challenging terrain of deployment.

What Are Chatbots?

Permeating the ever-evolving fabric of the digital ecosystem, chatbots, those elusive and intricate computer programs that simulate human conversation, have become ubiquitous in online customer service and support, extending their tentacles of influence to diverse sectors, such as sales and marketing. These multifaceted bots can be strategically deployed across a plenitude of channels, from websites and applications to popular messaging platforms, including the likes of Facebook Messenger, catalyzing a transformative shift in the nature of human-computer interaction.

Benefits Of Chatbots In Customer Service

The emergence of chatbots has revolutionized the technological sphere, transforming the way businesses interact with customers. The critical role that chatbots play in streamlining customer service and support cannot be overemphasized, primarily as they significantly reduce the workload of human agents and hasten the rate of customer feedback. The intricate benefits of customer service chatbots and support are multifarious, as exemplified below:

  1. With the availability of chatbots 24 hours a day, seven days a week, and 365 days a year, customers can receive assistance around the clock, at any given time, irrespective of their time zone, thus making communication a seamless and stress-free process.
  2. Chatbots can also handle large volumes of inquiries at once, thereby freeing up customer service representatives to attend to more complex issues that require a human touch.
  3. A more personalized experience is one of the distinguishing features of chatbots, as they can remember customer preferences and interactions, making communication with customers much more human-like.
  4. Cost reduction is another crucial advantage of chatbots. They are capable of automating simple tasks such as providing product information or troubleshooting common problems, thus minimizing human error and significantly reducing operational costs.
  5. Chatbots play a vital role in enhancing customer satisfaction by providing quick and accurate answers to customer inquiries, reducing waiting time, and improving overall service quality.

The central maxim to maximize the efficacy of your chatbot and furnish an excellent user experience hinges on its design, crafted with meticulous attention to the bespoke demands and exigencies of your particular business domain. For instance, if you operate as a retail coorporation, the chatbot ought to be fine-tuned to serve as an adept troubleshooter and aide, diligently aiding customers in locating the desired products, checking the veracity of prices or seamlessly executing orders.

Conversely, if you operate as a service provider, the chatbot’s design must be meticulously engineered to cater to the nuanced demands of customers, ably handling tasks such as scheduling appointments or soliciting much-needed support, thus culminating in an unparalleled degree of customer satisfaction.

64% of customer service agents who utilize AI chatbots are able to spend most of their time solving difficult cases.


How to design a customer service chatbot for your business?

Crafting a customer service chatbot for your business may appear daunting at first glance. However, there are several crucial elements to consider during the designing process to ensure its success.

Firstly, it is essential to determine the optimal platform to deploy your chatbot, given the plethora of messaging platforms available, including Facebook Messenger, WhatsApp, and WeChat. Picking a platform that your target audience widely uses is key.

Secondly, selecting the features that your chatbot should possess is vital. The most common features include furnishing product or service information, answering FAQs, and processing customer orders.

Thirdly, deciding how your chatbot should interact with customers is critical. You must choose whether it should use text, voice, or both and how it should respond to customer inquiries.

Next, creating a flowchart of your chatbot’s conversation is beneficial in designing an organized and user-friendly chatbot. A flowchart will map out your chatbot’s conversation with customers logically.

And lastly, testing your chatbot before its launch is indispensable. By running test queries through your chatbot, you can ensure that the responses are accurate and that the chatbot is functioning as intended.

Different Ways to Create A Customer Service Chatbot

When it comes to realizing the tantalizing prospect of bringing to fruition your dream chatbot, a multitude of options presents itself to the perceptive entrepreneur. Be it the adoption of cutting-edge machine learning paradigms, the subtle nuances of Natural Language Processing, or the more conventional, albeit reliable hard-coding, the imperative remains singular- the creation of an adept chatbot that is tailored and attuned to the unique needs of your business.

In the eventuality that you choose to harness the boundless potential of machine learning, the diverse trove of methods at your disposal is boundless. You could either train a model from scratch, leveraging the vast repository of data that propels the chatbot’s performance or choose to utilize a pre-trained model that is readily available or craft one that is customized to your specific needs.

As an alternative to machine learning, you could opt for the subtle nuances of NLP, presenting you with a plethora of options for designing your chatbot’s inner workings. For instance, a rule-based approach, whereby you hand-craft a set of explicit directives for the chatbot to adhere to, is ideal for simpler tasks. However, it quickly loses its efficacy as the task at hand becomes increasingly intricate.

Should you decide to hard-code your chatbot, your language of choice must be an efficient and versatile programming language such as Python or Java, precisely tailored to the task at hand. Though, while hard coding may be sufficient for simpler tasks, the complexity of more involved tasks necessitates the use of more sophisticated techniques.

The creation of a chatbot for customer service necessitates a mindful adherence to certain fundamental precepts. These are enumerated as follows:

Primarily, simplicity ought to be embraced as a core principle. The strategic implementation of a straightforward design ethos shall facilitate the unhindered usage of the chatbot by customers, thereby eliminating any potential impediments.

Additionally, the provision of coherent responses by the chatbot constitutes an integral facet of the customer service experience. This is because the customer must be able to easily decode and comprehend the message conveyed by the chatbot, with no discernible ambiguity.

Consistency in your chatbot design is another crucial factor that aids in creating an intuitive and easy-to-use chatbot.

Usability testing is essential in verifying that your chatbot is both easy to use and comprehend, allowing you to make necessary adjustments before launching it.

Lastly, flexibility is paramount, given that customer needs evolve over time. Therefore, you should be open to modifying your chatbot’s design as per your customers’ changing demands.

With these principles in mind, you are now equipped with the knowledge to code a chatbot for your customer service needs successfully. All that’s left is to put your expertise into practice!

What are the challenges of using a chatbot in customer service?

The implementation of chatbots in customer service and support poses formidable obstacles that must be tackled head-on.

Primarily, the creation and design of chatbots must be executed with a meticulous approach to avoid frustrating customers with prolonged wait times or inaccurate responses, thereby engendering a sense of dissatisfaction.

Furthermore, chatbots are inherently limited in their ability to emulate human-like characteristics, and therefore struggle to pick up on nonverbal cues, such as tone of voice or body language. This glaring deficiency threatens to undermine their effectiveness in providing a personalized customer experience.

Adding to the complexity, there is a palpable danger that chatbots may succumb to an overwhelming influx of inquiries if not sufficiently designed, potentially leading to extended periods of waiting for customers, thereby culminating in further negative customer experiences.

Finally, the maintenance and upkeep of chatbots pose an additional challenge. The ever-changing landscape of customer service and support necessitates that chatbots be continually updated and monitored to mitigate any new challenges that may arise.

What are the future trends for chatbots?

The prospective tendencies pertaining to chatbots encompass the sustained enhancement of their natural language processing and machine learning capabilities. Such progression shall usher in a new era of chatbot proficiency that will yield optimal results in the world of comprehending customer inquiries and proffering accurate responses.

Nevertheless, there exist a wide array of other factors that constitute the wider purview of chatbot applications:

  1. The ubiquity of chatbots shall proliferate, with entities of all sizes embracing their deployment as a viable approach to augmenting customer service and support.
  2. The evolution of chatbots shall persist, advancing in sophistication and fluidity to an unprecedented level of human-like proficiency, thereby ensuring a seamless and enriching experience for customers.
  3. The use of chatbots shall expand into diverse areas beyond customer service and support, as exemplified by the incursion into the domains of sales and marketing.
  4. Lastly, the advent of new platforms and applications for chatbots shall enable businesses to custom-tailor their chatbots to their specific needs, thereby facilitating a more efficacious and refined customer experience.

Examples of a chatbot in customer service

The adoption of chatbots by businesses has become increasingly ubiquitous, with various tech giants developing their own AI-powered chatbots to facilitate customer service and support.

In 2016, Facebook unleashed its chatbot, “M,” and currently utilizes it to assist customers on the social media platform. Additionally, Google has rolled out its very own chatbot, the “Google Assistant,” which can be accessed on its Android platform. In the same vein, Microsoft has also introduced a chatbot called “Zo,” catering to customers in need of support for its products and services.

Apple, too, has thrown its hat in the ring, developing the highly popular “Siri” chatbot available on iPhone and iPad devices, while Amazon’s chatbot “Alexa” serves customers through its Echo device.

Before launching these chatbots, companies took stringent measures to ensure that they were tested comprehensively to prevent potential customer service issues. To glean insights from these companies’ successes, it is vital to conduct testing on your chatbot before launch. One way to do this is by inviting a group of friends or family members to utilize your chatbot and provide valuable feedback.

When you are ready to unveil your chatbot, it is imperative to promote it through social media and other marketing channels to increase its visibility and help customers learn how to use it with ease.


In the domain of customer service and support, chatbots present an indispensable asset that can benefit businesses of all sizes, from diminutive startups to colossal enterprises. With their prodigious natural language processing and machine learning capabilities, chatbots have effectively superseded traditional modes of customer service, rapidly becoming the go-to solution for customers in need of product or service assistance.

The exposition proffered herein shall serve as a comprehensive and exhaustive guide to all facets of chatbots, from their genealogy to their functional intricacies, from their design components to their deployment modalities.

As the chatbot renaissance surges forward, entities of all scales have eagerly adopted their utilization to enhance the customer experience. If you are keen to explore the dynamic terrain of chatbot deployment but require a nudge in the right direction, the chatbot experts at 12 Channels stand ready and willing to assist you in crafting and enacting a tailored chatbot solution for your business. Do not hesitate to reach out to us today to commence your chatbot journey.

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