Benefits to be gained by using chatbots for business

We are seeing chatbots being used in many diverse situations, such as financial services and shopping sites. First, we will explain the benefits chatbots bring to companies.

(1) Streamlining of various operations

The use of chatbots can improve the efficiency of various business operations.

▶ For customers
It enables 24-hour response to inquiries from external parties, such as customers and general consumers, and can respond to multiple inquiries at the same time.

In addition, the use of chatbots can be expected to reduce the number of man-hours required to respond to customers. If a large number of man-hours are spent on customer service, uneven responses are likely to occur due to lack of training man-hours. By introducing chatbots, the quality of answers can be made more uniform if man-hours for training can be raised. This will lead to avoiding the problem of different answers depending on the person in charge.

▶ For internal use:
It is also effective to use the system for internal help desks and portal sites. Not only does the chatbot quickly provide a single answer, it also learns from the accumulated data to improve the accuracy of the FAQs. One effect that can be experienced by the operator of the in-house portal site is the ability to provide guidance specific to the company's internal circumstances. Another benefit experienced by the users, the employees, is that it becomes easier to find the information they are looking for.

There are many examples of combining chatbots and human responses, whether for customers or internal use. By having chatbots listen to inquiries and respond to routine questions, the response time can be shortened and the workload reduced.

2) Data collection that can be utilized for customer service and marketing

Chatbots can also collect data through reports.

Chatbots can respond to new customers on product websites, respond to existing customers on members-only pages, and guide customers to various contents and pages on owned media. In addition to satisfying customer needs and improving customer satisfaction, chatbots can also decipher latent needs and make precise proposals.

In addition, customer feedback accumulated by chatbots can be quantified, visualized, and used for analysis. This provides an opportunity to collect valuable data that can be used to further improve services.

Main Purposes of Chatbot Introduction

The purpose of implementing chatbots may be to solve some issue in your company. Here are three perspectives on the challenges and advantages of using chatbots to solve those challenges.

(1) Improvement and efficiency of on-site operations

▶ Work is delayed because it takes time to resolve questions.
Improves the situation where you cannot move on to the next task because you cannot resolve questions related to your work.

▶ Workflow is unclear and confusing
Guided by the chatbot, the workflow can be processed in an easy-to-understand manner.

▶Long response time to inquiries interferes with work
, avoiding the situation where it takes time to find an answer and it is difficult to get back to the original task.

Similar questions are asked repeatedly every day.
For routine questions, automated responses by chatbots are effective.

2) Improve employee satisfaction by eliminating dissatisfaction

▶FAQ system is not working well.
It is expected to improve from the current FAQ system to one that is easier to use and get answers.

▶Department to inquire is not known or it is time-consuming to get answers
The chatbot will guide you to the department to inquire. Also, through conversations with the chatbot, it will be easier to get answers smoothly.

▶ Difficult to ask elementary questions
In person, it is sometimes difficult to ask too elementary questions, but with chatbots, you can ask questions without hesitation.

(3) Improve customer satisfaction

▶ Inquiry desk hours are short, such as late at night or on holidays.
Chatbot support can operate 24 hours a day.

▶ It is troublesome or disconnected to call
If your audience is accustomed to digital communication, it is easier to inquire than by phone, and you can avoid the "disconnection" situation that tends to occur with phone inquiries. In addition, they can get an answer in the same interactive manner as a phone call.

▶ Inquiry e-mails are slow to be answered.
This makes it possible to respond to inquiries in real time.

▶Customers are unable to verbalize their questions or have trouble typing e-mails
By presenting frequently asked questions and items, the system helps clarify questions. Also, answers can be obtained in a short conversational exchange. This allows customers to easily resolve even the most trivial questions, increasing their satisfaction with the product or service.

▶ Complaints such as "difficult to see" or "difficult to understand the flow line" in each content
can be resolved by chatbots at an early stage, preventing users from leaving the website.

Resolving these issues is the purpose of introducing chatbots.

Chatbots can automatically answer general questions, such as how to apply for expenses and administrative procedures, and internal inquiries about telework and telecommuting. In addition, by linking chatbots to manuals for human resource development, the time and cost required for training new employees and mid-career hires can be reduced, and the burden on employees who serve as instructors can be alleviated.

Points to keep in mind when introducing chatbots

The following are points to keep in mind when implementing chatbots in order to achieve successful implementation results.

▶ Clarify the purpose of introducing chatbots
As indicated earlier, chatbots can lead to solutions to various issues. However, rather than trying to solve all issues, chatbots must be selected and operated in a way that is appropriate for the issue (purpose). By introducing chatbots for internal use, customer service, marketing, etc., by fully identifying the areas that are problematic for your company and the issues to be solved there, you will be able to achieve great results.

For example, clarify the purpose of introducing chatbots, such as "improving operational efficiency," "reducing costs," "increasing customer satisfaction," and "improving CVR (conversion rate). This will make it easier to implement the chatbot that your company needs.

▶Set numerical targets and measure effectiveness
Quantitative targets and effectiveness measurement are necessary to ensure that the introduction of chatbots will have a definite effect.

Numerical figures with a view to measuring effectiveness include the number of chatbot launches, the number of responses, the response rate and resolution rate, the number of reductions in manned responses, and CV (conversion) via chatbots. At the end of the response, you can also include a satisfaction survey to quantify the level of satisfaction.

For example, in the case of a call center, setting goals such as "00 hours reduction" in time spent responding to inquiries and "00 yen reduction" in labor costs will clarify whether or not the service is effective. By setting feasible targets, it is possible to determine whether or not they have been achieved. Early recognition of delays in effectiveness will enable prompt implementation of measures for improvement.

▶ Focus on the user's point of view
It is easy to be satisfied just by implementing a chatbot, but the most important thing is the benefit to the user side. The most important thing is the benefit to the user. The design of the chatbot should focus on whether it is easy to use from the user's point of view and whether it can reliably respond to inquiries.

▶It is necessary to work toward the continuation of operation.
In order to continue increasing the contribution of chatbots to the business, it is important to set up the right person in charge and work to improve and increase accuracy while making correct judgments about the situation. Depending on the situation, we will consider whether or not a manned response is necessary, and try to operate in such a way that users do not feel inconvenienced.

▶Consider the balance between introduction and operation costs and effectiveness.
As a company, it is inevitable to verify cost-effectiveness. We will thoroughly examine the budgetary framework and try to strike a balance between the introduction and operation costs and effectiveness. At this time, do not forget to take running costs and maintenance costs into consideration.

▶Fully consider the selection of chatbots
Chatbots can be broadly classified into AI-powered and non-AI-powered types. We will deepen our understanding of chatbot types and select the most suitable chatbot based on the functions required by your company.

Depending on the type of chatbot, there will be preparations required, such as reviewing and maintaining FAQs. Let's set up a system within your company for the introduction of chatbots.

*Please see below for the main causes of chatbot failures and case studies.
Why do chatbot operations fail? A summary and explanation of the key points for successful inquiry handling "
" What are the causes of chatbot operation failure? Learning from Common Cases to Achieve Success."

Aiming to Reduce Workload & Increase User Satisfaction with Chatbots!

By introducing appropriate chatbots, you can expect to reduce the workload on site and improve user and customer satisfaction. It will be useful for resolving various questions and improving operational efficiency. On the other hand, it is important to understand the purpose and effects of introducing chatbots. Select and utilize chatbots in a way that best suits your company's needs.

In order for chatbots to solve internal and external issues, they must be able to provide highly accurate responses. HUE Chatbot" is an AI chatbot that is resistant to the problem of "shaky" Japanese and can respond in a natural conversational manner. Human-like responses are an important factor in improving satisfaction. Please take a look at our introductory materials.