A company employs a team of customer service agents to provide telephone and email support to customers.
The company develops a webchat bot to provide automated answers to common customer queries.
Which business benefit should the company expect as a result of creating the webchat bot solution?
The correct answer is B. a reduced workload for the customer service agents.
By creating a webchat bot to provide automated answers to common customer queries, the company can expect several benefits, including:
Improved Customer Service: The webchat bot can provide quick and accurate responses to customer queries, leading to an improved customer experience.
Cost Savings: By automating responses to common queries, the company can reduce the workload of the customer service agents, thereby reducing costs associated with hiring additional staff.
Increased Efficiency: The webchat bot can handle multiple queries simultaneously, providing faster response times to customers and increasing the efficiency of the customer service department.
Increased Availability: The webchat bot can provide 24/7 support to customers, which is not possible with a human customer service team.
Better Data Insights: The webchat bot can collect and analyze data on customer queries, providing valuable insights into customer behavior and preferences.
However, increased sales or improved product reliability are not direct benefits of creating a webchat bot. While the improved customer experience may indirectly lead to increased sales, it is not a guaranteed outcome. Similarly, product reliability is not directly impacted by the creation of a webchat bot.