According to current trends, live chats and messengers are playing an increasingly important role in customer communication. This is also since many customers prefer to get quick and precise answers without having to talk to a real person. In this blog post you can read about the advantages that implementing a chatbot can bring to your customer service and what options are available.
SAP Conversational AI – The chatbot platform from SAP
With SAP Conversational AI, SAP offers a platform that enables users to create and monitor intelligent chatbots. You lay the foundation for this in the so-called bot builder. Here, adaptive conversation processes and skills can be developed for your individual chatbot. Further functions for conversation, small talk, as well as natural language processing (NLP) help you to make your chatbot adaptive and innovative.
Furthermore, analysis tools help you to understand how customers communicate with your chatbot. Based on usage and training data, the user experience can be significantly optimized. This data can be called up in the monitoring. Here you can gain insights into the evaluation of conversations between customers and your chatbot. The following KPI’s are evaluated among others:
- Number of conversations
- Number of different users
- Most common intentions of users
- Frequency of functions used
- Most commonly used languages
The integration of your chatbot is made quite easy by detailed API documentation. The chatbots can thus be integrated into all SAP systems, but also into external communication channels or back-end systems.
Another gadget that comes with SAP Conversational AI is the FAQ bot. This chatbot was specially designed to identify and answer frequently asked questions. The questions or answers are imported as a “pair” in a .csv file and serve as data source of the chatbot. This allows the chatbot to match the user’s questions to the highest match in the .csv file and retrieve the corresponding answer without having to interpret a user’s intention.
Benefits of implementing a chatbot
Implementing a chatbot in customer service has several benefits. One of these is that your customer service is not tied to specific opening hours or time zones, so users can always rely on support from the chatbot. Using a chatbot can also save time on repetitive standard questions. The chatbot can deal with these mostly simple requests immediately, without the need for a customer service representative to deal with them. This allows your customer service representatives to use their resources for more demanding tasks. The stored data, which serves as learning material for the chatbot, can also increase the effectiveness of your customer service.
Thanks to API-based connectivity, especially with SAP systems, the chatbot can not only help you answer questions. In customer service, for example, the chatbot can directly create a support ticket for the user if no satisfactory solution could be offered. For this purpose, the chatbot can request all information needed to create the ticket from the user. Alternatively, the chatbot could even obtain the data from a CRM system by entering a customer number or similar. This ticket is then transferred by means of oData calls to your SAP Service Cloud, for example, where it can be processed by a customer service representative.
Conclusion
There is no denying that chatbots are becoming more and more important in customer service. Not only companies are now increasingly turning to chatbots for support, but chatbots are also becoming increasingly popular with many customers. Chatbots are especially popular for answering FAQs, as customers receive answers immediately without annoying queues or ticket waiting times.
With SAP Conversational AI, SAP offers a bot-building platform that combines the creation, training, integration and monitoring of chatbots in a single SAP tool. Using this tool you can increase the efficiency and productivity of your customer service and thus take a big step towards becoming an “innovative” company.
Have we aroused your interest in SAP Conversational AI or do you have any further questions? We look forward to hearing from you.
