www.zendesk.de Open in urlscan Pro
104.17.37.204  Public Scan

Form analysis
4 forms found in the DOM

/blog/search/

<form class="js-search-dropdown-form" action="/blog/search/">
  <input autocomplete="off" type="text" placeholder="Search" class="js-blog-search-input" name="global-header-blog-search" id="global-header-blog-search">
  <button class="search-button" type="submit" aria-label="Submit"></button>
</form>

POST

<form method="post" enctype="multipart/form-data" class="greenhouse-form form-contact-widget js-form-contact-widget js-contact-ticket">
  <div class="field-container js-field-container">
    <div class="step step-1 js-step-1">
      <div class="form-contact-box">
        <div class="field-wrap js-field-wrap">
          <label class="field-label" for="owner[email]">E-Mail geschäftlich</label><input type="email" class="email required js-field" id="owner[email]" name="owner[email]" autocomplete="email" placeholder="" maxlength="80" aria-label="Work email"
            tabindex="0">
          <div class="js-generic-email-error field-error js-field-error">Geben Sie eine gültige E-Mail-Adresse ein</div>
          <div class="js-invalid-email-support-address field-error js-field-error">Geben Sie eine gültige E-Mail-Adresse ein.<br>E-Mail-Adressen dürfen nicht mit <span class="js-disallowed-emails">support, help, postmaster, noreply, no-reply,
              info</span> beginnen.</div>
        </div>
        <div class="field-wrap js-field-wrap">
          <label class="field-label" for="question">Wie können wir Ihnen helfen?</label>
          <textarea type="text" name="question" id="question" rows="10" cols="50" class="required"></textarea>
          <div class="field-error js-field-error">Bitte geben Sie eine Nachricht oder Frage ein</div>
        </div>
        <div class="opt-in-field js-opt-in-field field-wrap js-field-wrap active">
          <div class="field-wrap js-field-wrap opt-in-checkbox js-opt-in-checkbox active" data-force="">
            <label class="checkbox-container">
              <input type="checkbox" class="js-opt-in-checkbox js-field active" id="optinToMarketing" name="optinToMarketing" checked="" value="TRUE">
              <input type="hidden" class="js-soft-opt-in-hidden-field" name="SoftOptin" value="">
              <span class="custom-check"></span>
              <span class="js-opt-in-notice"> Bitte klicken Sie die Checkbox, wenn Sie Marketingkommunikation zu Produkten, Dienstleistungen und Events von Zendesk erhalten möchten. Eine Abmeldung ist jederzeit möglich. </span>
              <span style="display: none;" class="js-soft-opt-in-notice"> Bitte klicken Sie die Checkbox, wenn Sie keine Marketingkommunikation von Zendesk erhalten möchten. </span>
            </label>
          </div>
          <div style="display: none;" class="field-wrap js-field-wrap js-soft-opt-in-privacy-notice privacy-notice ">
            <span> Durch die Übermittlung meiner personenbezogenen Daten willige ich ein, dass Zendesk meine Daten in Übereinstimmung mit
              <a class="js-partial-lead-trigger" href="/company/agreements-and-terms/privacy-policy/" target="_blank">Zendesk-Datenschutzrichtlinie</a> erhebt, verarbeitet und speichert. Zendesk nutzt die von Ihnen bereitgestellten Informationen, um
              Ihnen in Zukunft gelegentlich E-Mails über Zendesk-Produkte und -Dienstleistungen sowie relevante Inhalte zu senden. Eine Abmeldung ist jederzeit möglich. </span>
          </div>
          <div class="field-wrap js-field-wrap js-privacy-notice privacy-notice">
            <span> Durch die Übermittlung meiner personenbezogenen Daten willige ich ein, dass Zendesk meine Daten in Übereinstimmung mit
              <a class="js-partial-lead-trigger" href="/company/agreements-and-terms/privacy-notice/" target="_blank">Zendesk-Datenschutzrichtlinie</a> erhebt, verarbeitet und speichert. </span>
          </div>
        </div>
      </div>
      <div class="form-footer">
        <div class="field-wrap">
          <button disabled="" class="button button-small button-primary form-submit-btn js-next-btn js-btn-submit">Weiter</button>
        </div>
      </div>
    </div>
    <div class="step step-2 js-step-2" style="display: none;">
      <div class="form-contact-box">
        <div class="field-wrap js-field-wrap js-regional-field-wrap">
          <label class="field-label" for="FirstName">Vorname</label><input type="text" class="first-name required js-field" id="FirstName" name="FirstName" autocomplete="given-name" placeholder="" maxlength="25" tabindex="0">
          <div class="js-generic-name-error field-error js-field-error">Geben Sie Ihren Vornamen ein</div>
          <div class="js-invalid-name-special-characters field-error js-field-error">Zahlen und Sonderzeichen sind nicht gestattet</div>
        </div>
        <div class="field-wrap js-field-wrap js-regional-field-wrap">
          <label class="field-label" for="LastName">Nachname</label><input type="text" class="last-name required js-field" id="LastName" name="LastName" autocomplete="family-name" placeholder="" maxlength="25" tabindex="0">
          <div class="js-generic-name-error field-error js-field-error">Geben Sie Ihren Nachnamen ein</div>
          <div class="js-invalid-name-special-characters field-error js-field-error">Zahlen und Sonderzeichen sind nicht gestattet</div>
        </div>
        <div class="field-wrap js-field-wrap">
          <label class="field-label" for="address[phone]">Telefonnummer</label><input type="tel" class="phone required js-field" id="address[phone]" name="address[phone]" autocomplete="tel" placeholder="" tabindex="0">
          <div class="field-error js-field-error">Geben Sie eine gültige Telefonnummer ein</div>
        </div>
        <div class="field-wrap js-field-wrap">
          <label class="field-label" for="account[name]">Firmenname</label><input type="text" class="company required js-field" id="account[name]" name="account[name]" autocomplete="organization" placeholder="" maxlength="40" tabindex="0">
          <div class="field-error js-field-error">Bitte geben Sie Ihren Firmennamen ein.</div>
        </div>
        <div class="field-wrap js-field-wrap">
          <label class="field-label" for="account[help_desk_size]">Anzahl von Mitarbeitern</label>
          <div class="select-wrap">
            <select type="select" class="employees required js-field" id="account[help_desk_size]" name="account[help_desk_size]" style="color: rgb(128, 146, 149);">
              <option value="" selected="">Auswählen</option>
              <option value="1-9">1-9</option>
              <option value="10-49">10-49</option>
              <option value="50-99">50-99</option>
              <option value="100-249">100-249</option>
              <option value="250-499">250-499</option>
              <option value="500-999">500-999</option>
              <option value="1000-4999">1000-4999</option>
              <option value="5000+">5000+</option>
            </select>
          </div>
          <div class="field-error js-field-error">Bitte wählen Sie die Anzahl von Mitarbeitern aus</div>
        </div>
        <div class="field-wrap js-field-wrap department-field js-department-container js-regional-field-wrap">
          <label class="field-label" for="department">Abteilung</label>
          <div class="select-wrap">
            <select type="select" class="department required js-field" id="department" name="department" style="color: rgb(128, 146, 149);">
              <option value="" selected="">Auswählen</option>
              <option value="BI/Reporting">Business Intelligence/Reporting</option>
              <option value="Customer Service">Kundenservice</option>
              <option value="Engineering">Engineering</option>
              <option value="Facilities">Einrichtungen</option>
              <option value="Finance">Finanzen</option>
              <option value="HR/People Ops">HR/Personalwesen</option>
              <option value="IT">IT</option>
              <option value="Legal">Rechtliche Hinweise</option>
              <option value="Marketing">Marketing</option>
              <option value="Operations">Betrieb</option>
              <option value="Partner/Vendor Support">Partner-/Anbietersupport</option>
              <option value="Sales">Vertrieb</option>
              <option value="Services">Services</option>
              <option value="Other">Andere</option>
            </select>
          </div>
          <div class="field-error js-field-error">Bitte wählen Sie Ihre Abteilung aus</div>
        </div>
        <div class="field-wrap js-field-wrap job-title-field js-regional-field-wrap">
          <label class="field-label" for="job">Stellenbezeichnung</label><input type="text" class="job-title required js-field" id="job" name="job" autocomplete="organization-title" placeholder="" tabindex="0">
          <div class="field-error js-field-error">Bitte geben Sie Ihre Stellenbezeichnung ein</div>
        </div>
        <div style="display:none">
          <input type="hidden" name="Web_Offer_Name__c" id="Web_Offer_Name__c" value="/contact-us-widget/"><input type="hidden" name="GA_Medium" id="GA_Medium" value=""><input type="hidden" name="GA_Source" id="GA_Source" value=""><input
            type="hidden" name="Opti_ID" id="Opti_ID" value=""><input type="hidden" name="Opti_Variation_ID" id="Opti_Variation_ID" value=""><input type="hidden" name="trial_extras[Opti_ID]" id="trial_extras[Opti_ID]" value=""><input type="hidden"
            name="trial_extras[Opti_Variation_ID]" id="trial_extras[Opti_Variation_ID]" value=""><input type="hidden" name="trial_extras[SegmentAnonID]" id="trial_extras[SegmentAnonID]" value=""><input type="hidden" name="trial_extras[Inferred_City]"
            id="trial_extras[Inferred_City]" value=""><input type="hidden" name="trial_extras[Inferred_State]" id="trial_extras[Inferred_State]" value=""><input type="hidden" name="trial_extras[Inferred_CCode]" id="trial_extras[Inferred_CCode]"
            value=""><input type="hidden" name="trial_extras[Inferred_Country]" id="trial_extras[Inferred_Country]" value=""><input type="hidden" name="trial_extras[Inferred_Zip]" id="trial_extras[Inferred_Zip]" value=""><input type="hidden"
            name="trial_extras[Inferred_Region]" id="trial_extras[Inferred_Region]" value=""><input type="hidden" name="trial_extras[Inferred_IP_Address]" id="trial_extras[Inferred_IP_Address]" value=""><input type="hidden" name="address[postal]"
            id="address[postal]" value=""><input type="hidden" name="rv_account" id="rv_account" value=""><input type="hidden" name="rv_member" id="rv_member" value=""><input type="hidden" name="partner_account" id="partner_account" value=""><input
            type="hidden" name="partner_contact" id="partner_contact" value=""><input type="hidden" name="location[Inferred_IP_Address]" id="location[Inferred_IP_Address]" value=""><input type="hidden" name="trial_extras[DB_City__c]"
            id="trial_extras[DB_City__c]" value=""><input type="hidden" name="trial_extras[DB_State__c]" id="trial_extras[DB_State__c]" value=""><input type="hidden" name="trial_extras[DB_CCode__c]" id="trial_extras[DB_CCode__c]" value=""><input
            type="hidden" name="trial_extras[Country__c]" id="trial_extras[Country__c]" value=""><input type="hidden" name="trial_extras[DB_Zip__c]" id="trial_extras[DB_Zip__c]" value=""><input type="hidden" name="trial_extras[Region__c]"
            id="trial_extras[Region__c]" value=""><input type="hidden" name="trial_extras[First_Touch__c]" id="trial_extras[First_Touch__c]"><input type="hidden" name="trial_extras[Last_Touch__c]" id="trial_extras[Last_Touch__c]"><input type="hidden"
            name="timeStarted" id="timeStarted" value=""><input type="hidden" name="timeDelta" id="timeDelta" value=""><input type="hidden" name="timeEnded" id="timeEnded" value=""><input type="hidden" name="industry" id="industry" value=""><input
            type="hidden" name="subindustry" id="subindustry" value=""><input type="hidden" name="MailingCountry" id="MailingCountry" value=""><input type="hidden" name="owner[name]" id="owner[name]" value=""><input type="hidden"
            name="last_page_before_lead" id="last_page_before_lead" value=""><input type="hidden" name="current_page_url" id="current_page_url" value="https://www.zendesk.de/blog/5-benefits-using-ai-bots-customer-service/"> <input type="hidden"
            name="elqCustomerGUID" id="elqCustomerGUID" value=""><input type="hidden" name="elqCookieWrite" id="elqCookieWrite" value="0"><input type="hidden" name="elqSiteId" id="elqSiteId" value="2136619493"><input type="hidden"
            name="elqCampaignId" id="elqCampaignId" value=""><input type="hidden" name="elqFormName" id="elqFormName" value="WebsiteContactWidgetForm">
          <select type="select" name="subject" class="select subject" id="subject" style="color: rgb(61, 81, 84);">
            <option value="Pricing/Sales" selected="">Pricing/Sales</option>
          </select>
        </div>
      </div>
      <div class="form-footer">
        <a href="/web-widget/" target="_blank" class="widget-logo-link">
          <svg class="icon-zendesk" xmlns="http://www.w3.org/2000/svg" width="50" height="20" viewBox="0 0 624.47 119.59"><defs><style>.cls-1{fill:#03363d;}</style></defs><path class="cls-1" d="M2014.78,120.15A31.34,31.34,0,0,0,2037,111.5l11,11.91c-7.3,7.49-17.4,13.07-33.12,13.07-26.95,0-44.35-17.86-44.35-42.07,0-24,18.34-42.07,41.91-42.07,26.76,0,41.91,20.36,40.61,48.6H1989.9c2.24,11.72,10.48,19.21,24.88,19.21m19.27-32.65c-1.68-10.95-8.23-19-21.33-19-12.16,0-20.58,6.91-22.83,19h44.16Z" transform="translate(-1599.52 -16.89)"></path><path class="cls-1" d="M0 102.38L48.68 52.94 1.14 52.94 1.14 37.42 71.24 37.42 71.24 53.26 22.56 102.7 71.89 102.7 71.89 118.22 0 118.22 0 102.38z"></path><path class="cls-1" d="M1726.05 120.15a31.34 31.34 0 0 0 22.27-8.65l11 11.91c-7.3 7.49-17.4 13.07-33.12 13.07-26.95 0-44.35-17.86-44.35-42.07 0-24 18.34-42.07 41.91-42.07 26.76 0 41.91 20.36 40.61 48.6h-63.24c2.24 11.72 10.48 19.21 24.88 19.21m19.27-32.65c-1.68-10.95-8.23-19-21.33-19-12.16 0-20.58 6.91-22.83 19h44.16zM1869.51 94.46c0-25.86 19.31-42 40.56-42 10.71 0 20.94 4.69 26.94 12.13V16.89h17.21v118H1937V123.71c-6.16 7.92-16.39 12.77-27.1 12.77-20.6 0-40.4-16.32-40.4-42m68.48-.16c0-14.38-10.87-26.18-25.64-26.18-14.44 0-25.64 11.47-25.64 26.18s11.19 26.34 25.64 26.34c14.77 0 25.64-11.8 25.64-26.34M2064.34 117.73l15.57-8.08a23.12 23.12 0 0 0 20.77 11.79c9.74 0 14.77-5 14.77-10.66 0-6.46-9.41-7.92-19.63-10-13.8-2.91-28.07-7.44-28.07-24.08 0-12.77 12.17-24.57 31.32-24.4 15.09 0 26.29 6 32.62 15.67l-14.44 7.92c-3.73-5.66-10.06-9.21-18.17-9.21-9.25 0-14 4.53-14 9.7 0 5.82 7.46 7.43 19.15 10 13.3 2.91 28.39 7.27 28.39 24.08 0 11.15-9.73 26.18-32.78 26-16.87 0-28.72-6.79-35.53-18.75" transform="translate(-1599.52 -16.89)"></path><path class="cls-1" d="M579.84 82.1L566.21 96.96 566.21 117.97 549.01 117.97 549.01 0 566.21 0 566.21 77.25 602.72 37.17 623.65 37.17 592.01 71.75 624.47 117.97 604.99 117.97 579.84 82.1z"></path><path class="cls-1" d="M1817.53,52.42c-20.45,0-37.57,13.25-37.57,35.23v47.2h17.53v-45c0-13.25,7.62-21.18,20.6-21.18s19.48,7.93,19.48,21.18v45h17.53V87.65c0-22-17.12-35.23-37.57-35.23" transform="translate(-1599.52 -16.89)"></path></svg>
        </a>
        <div class="field-wrap cancel-send">
          <button class="button button-small button-secondary close-widget js-close-widget">Abbrechen</button>
          <button disabled="" class="button button-small button-primary form-submit-btn js-btn-submit" name="submitButton">Senden</button>
        </div>
      </div>
    </div>
  </div>
  <div class="loading js-loading">
    <div class="loading-inner">
      <span class="loading-img"></span>
      <p>Wir benachrichtigen unser Supportteam. Bitte warten Sie...</p>
    </div>
  </div>
  <div class="success success-message js-success-message">
    <span class="icon-success"></span>
    <p class="h3">Vielen Dank!</p>
    <p>Einer unserer Mitarbeiter wird sich in Kürze mit Ihnen in Verbindung setzen.</p>
  </div>
  <div class="error-message js-error-message">
    <span class="icon-error"></span>
    <p>Upps, da ist etwas schief gelaufen!</p>
    <p>Bitte laden Sie die Seite neu und versuchen Sie es noch einmal. Alternativ können Sie das
      <a class="text-link" href="https://support.zendesk.com/hc/de/articles/4408843597850-Kontaktaufnahme-mit-dem-Zendesk-Kundensupport" target="_blank">Support-Team von Zendesk kontaktieren </a>.</p>
  </div>
</form>

POST

<form id="newsletter" class="greenhouse-form js-newsletter-form-footer" method="post">
  <div class="field-container js-field-container">
    <div class="field-wrap field-wrap-email js-field-wrap">
      <input type="email" class="email required js-field js-footer-newsletter-email" id="owner[email]" name="owner[email]" autocomplete="email" placeholder="What's your email?" maxlength="80"
        aria-label="Enter your email and subscribe to our newsletter" tabindex="0">
      <div class="js-generic-email-error field-error js-field-error">Please enter a valid email address</div>
      <div class="js-invalid-email-support-address field-error js-field-error">Please enter a valid email address.<br>Email addresses may not begin with: <span class="js-disallowed-emails">support, help, postmaster, noreply, no-reply, info</span>
      </div>
    </div>
    <div class="field-wrap opt-in-field js-field-wrap js-opt-in-field js-opt-in-newsletter active">
      <div class="field-wrap js-field-wrap opt-in-checkbox js-opt-in-checkbox" data-force="">
        <label class="checkbox-container">
          <input type="checkbox" class="js-opt-in-checkbox js-field" id="optinToMarketing" name="optinToMarketing" checked="" value="TRUE">
          <input type="hidden" class="js-soft-opt-in-hidden-field" name="SoftOptin" value="">
          <span class="custom-check"></span>
          <span class="js-opt-in-notice"> By checking this box, I agree to Zendesk contacting me with marketing-related communications about Zendesk products, services, and events. I understand I may unsubscribe at any time. </span>
          <span style="display: none;" class="js-soft-opt-in-notice"> Please select this checkbox if you do not wish to receive marketing communications from Zendesk. </span>
        </label>
      </div>
      <div style="display: none;" class="field-wrap js-field-wrap js-soft-opt-in-privacy-notice privacy-notice ">
        <span> By submitting my personal information, I consent to Zendesk collecting, processing, and storing my information in accordance with the
          <a class="js-partial-lead-trigger" href="/company/agreements-and-terms/privacy-policy/" target="_blank">Zendesk Privacy Notice</a>. Zendesk uses the information you provide to send future occasional emails about Zendesk products, services
          and relevant content. You can unsubscribe at any time. </span>
      </div>
      <div class="field-wrap js-field-wrap js-privacy-notice privacy-notice">
        <span> By submitting my personal data, I consent to Zendesk collecting, processing, and storing my information in accordance with the
          <a class="js-partial-lead-trigger" href="/company/agreements-and-terms/privacy-notice/" target="_blank">Zendesk Privacy Notice</a>. </span>
      </div>
    </div>
    <div class="field-wrap field-wrap-submit">
      <button class="button button-medium button-primary form-submit-btn js-submit-btn" type="submit"><span class="text">Subscribe</span></button>
    </div>
    <div style="display: none;">
      <input type="hidden" name="Web_Offer_Name__c" id="Web_Offer_Name__c" value="/blog/5-benefits-using-ai-bots-customer-service/"><input type="hidden" name="GA_Medium" id="GA_Medium" value=""><input type="hidden" name="GA_Source" id="GA_Source"
        value=""><input type="hidden" name="Opti_ID" id="Opti_ID" value=""><input type="hidden" name="Opti_Variation_ID" id="Opti_Variation_ID" value=""><input type="hidden" name="trial_extras[Opti_ID]" id="trial_extras[Opti_ID]" value=""><input
        type="hidden" name="trial_extras[Opti_Variation_ID]" id="trial_extras[Opti_Variation_ID]" value=""><input type="hidden" name="trial_extras[SegmentAnonID]" id="trial_extras[SegmentAnonID]" value=""><input type="hidden"
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        value=""><input type="hidden" name="trial_extras[Inferred_Region]" id="trial_extras[Inferred_Region]" value=""><input type="hidden" name="trial_extras[Inferred_IP_Address]" id="trial_extras[Inferred_IP_Address]" value=""><input type="hidden"
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        name="trial_extras[Region__c]" id="trial_extras[Region__c]" value=""><input type="hidden" name="trial_extras[First_Touch__c]" id="trial_extras[First_Touch__c]"><input type="hidden" name="trial_extras[Last_Touch__c]"
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        type="hidden" name="industry" id="industry" value=""><input type="hidden" name="subindustry" id="subindustry" value=""><input type="hidden" name="MailingCountry" id="MailingCountry" value=""><input type="hidden" name="owner[name]"
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        id="account[name]" value=""><input type="hidden" name="account[help_desk_size]" id="account[help_desk_size]" value=""> <input type="hidden" name="elqCustomerGUID" id="elqCustomerGUID" value=""><input type="hidden" name="elqCookieWrite"
        id="elqCookieWrite" value="0"><input type="hidden" name="elqSiteId" id="elqSiteId" value="2136619493"><input type="hidden" name="elqCampaignId" id="elqCampaignId" value=""><input type="hidden" name="elqFormName" id="elqFormName"
        value="WebsiteNewsletterSignup_new">
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  </div>
  <div class="success-message js-success-message">
    <span class="icon-success"></span>
    <p class="gdpr-success-message gdpr-visible-show" style="display: block;">Thank you for subscribing to our email communication. You can update your preferences or unsubscribe at any time.</p>
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 1. Customer support
 2. Research and trends
 3. Benefits of chatbots

What is a chatbot?
 * Benefits of chatbots
 * Conversational AI
 * Facebook chatbots
 * 24/7 support
 * Chatbots vs. conversational AI

Article | 9 min read


TOP 22 BENEFITS OF CHATBOTS FOR BUSINESSES AND CUSTOMERS


CHATBOTS PROVIDE A MULTITUDE OF BENEFITS FOR COMPANIES AND CUSTOMERS. SEE HOW
AI-POWERED TECHNOLOGY CAN TAKE YOUR CUSTOMER EXPERIENCE TO THE NEXT LEVEL.

By Gianna Maderis, Principal Customer Experience Manager

Last updated September 11, 2023

 * Chat

 * 
 * 
 * 
 * 



According to the Zendesk Customer Experience Trends Report 2023, 72 percent of
business leaders said expanding AI and chatbots across the customer experience
is their priority over the next 12 months. Bots and chatbots have been around
for decades—but with the recent advancements in AI, the benefits of AI chatbots
have become more apparent to businesses and customers alike.

Now, let’s examine the various chatbot benefits for businesses, employees, and
consumers.

Table of contents

 * Benefits of chatbots for customers
 * Chatbot benefits for businesses
 * Disadvantages of AI chatbots


BENEFITS OF CHATBOTS FOR CUSTOMERS

Chatbots are often the first support interaction customers have with a business,
greeting and engaging with them in a friendly, convenient way. Until recently,
there were two main types of bots:

 * Rule-based, or decision-tree chatbots, are easy to set up and provide a high
   level of customer service, responding to questions with predetermined
   answers.
 * AI chatbots use natural language processing (NLP) or machine learning to
   understand customer requests and improve with each interaction.

Businesses still use rule-based chatbots—for now. AI has become more accessible
than ever, making AI chatbots the industry standard. Both types of chatbots,
however, can help businesses provide great support interactions. Here are the
benefits of chatbots for customers.




1. PROVIDE FAST, 24/7 CUSTOMER SERVICE

Customers want fast and easy service, even during peak hours. When bots step in
to handle the first interaction, they eliminate wait times with instant support.
Because chatbots never sleep, they can provide global, 24/7 support at the most
convenient time for the customer, even when agents are offline.

Photobucket, a media hosting service, uses chatbots to provide 24/7 support to
international customers who might need help outside of regular business hours.
With bots, customers can find information on their own or get answers to FAQs in
minutes. Since implementing a chatbot, Photobucket has seen a three percent
increase in CSAT and improved first resolution time by 17 percent.


2. OFFER MORE PERSONALIZED EXPERIENCES

Customers understand that bots collect personal data but want them to use it to
create a better customer experience. According to our CX Trends Report, 59
percent of consumers who interact with chatbots expect their data will be used
to personalize future interactions with a brand.



When AI-powered chatbots are integrated with your other business systems, like
your customer service tool, marketing automation software, or CRM, they can use
relevant information to deliver personalized experiences. Here are a few
examples:

 * Adapting messaging so it corresponds with the phase of their customer journey
 * Recommending relevant products or services based on their preferences,
   behaviors, or demographics
 * Presenting information about new products or services
 * Asking if customers have questions about items in their shopping cart
 * Providing the status of an order without asking for order information


3. DELIVER MULTILINGUAL SUPPORT

With online shopping, customers are no longer limited to shopping at local
brick-and-mortar businesses. Customers can buy products from anywhere around the
globe, so breaking down communication barriers is crucial for delivering a great
customer experience. Chatbots can offer multilingual support to customers who
speak different languages.

At the start of a conversation, chatbots can ask for the customer’s preferred
language or use AI to determine the language based on customer inputs.
Multilingual bots can communicate in multiple languages through voice, text, or
chat. You can also use AI with multilingual chatbots to answer general questions
and perform simple tasks in a customer’s preferred language.


4. ENSURE MORE CONSISTENT SUPPORT

Customers who frequently interact with you rarely talk to the same support agent
twice. Because the level of expertise and training varies from agent to agent,
customers may experience inconsistencies when connecting with support teams.
Although most businesses continuously work to improve their customer service
training, chatbots function on predetermined frameworks and pull answers from a
single source of truth every time—resulting in consistent customer service
experiences.

Chatbots are also programmed to provide level-headed guidance, no matter how
long the conversation lasts and how the customer acts. If a customer is rude or
dismissive, chatbots can deliver an empathetic CX by recognizing language
indicative of frustration or anger and responding appropriately.


5. OFFER CONVENIENT SELF-SERVICE OPTIONS

In our CX Trends Report, 37 percent of agents surveyed said that customers
become visibly frustrated or stressed when they can’t complete simple tasks on
their own. Chatbots can help mitigate that by providing self-service options so
customers can take care of basic issues independently or quickly find
information when it’s most convenient.

Zendesk bots, for example, can direct customers to community forums, FAQ pages,
or help center articles. They can also pull information from your existing
knowledge base to answer common customer questions. Because chatbots learn from
every interaction they provide better self-service options over time.


6. PROVIDE PROACTIVE CUSTOMER SERVICE

Businesses can use a chatbot to help them provide proactive support and
suggestions to customers. By monitoring user activity on their websites,
businesses can use chatbots to proactively engage with customers to answer
common questions and help with potential issues on that page.

For example, an e-commerce company might use a chatbot to greet a returning
website visitor and notify them about a low stock on merchandise in their cart.
Or, a financial services company could use a bot to get ahead of common
questions on applying for a loan with tailored information to help them complete
their applications.

Chatbots can also understand when a handoff is appropriate and proactively ask
customers if they’d like to connect with a support agent or sales rep to help
answer any questions holding up a purchase.


7. DELIVER OMNICHANNEL SUPPORT

Customers turn to an array of channels—phone, email, social media, and messaging
apps like WhatsApp and Messenger—to connect with brands. They expect
conversations to move seamlessly across platforms so they can continue
discussions right where they left off, regardless of the channel or device
they’re using.

But many businesses aren’t offering this type of experience. To stand out from
the competition, you can use bots to answer common questions that come in
through email, your website, Slack, and your various messaging apps. Integrate
your AI chatbots with the rest of your tech stack to connect conversations and
deliver a smooth, consistent experience. Your customers will get the responses
they seek, in a shorter time, on their preferred channel.


CHATBOT BENEFITS FOR BUSINESSES

How do chatbots help businesses? Interactions between chatbots and consumers are
becoming a standard business practice that helps create a better customer
experience. But it’s not simply a tool to benefit the customer—it also boosts
the agent experience. Here are a few ways businesses benefit from implementing
chatbots.



8. IMPROVE SERVICE WITH EVERY INTERACTION

Here’s an overview of how chatbots use AI to provide better support over time:

 * Tracking: AI customer service bots track how people respond to every answer
   they provide.
 * Collecting: As chatbots gather customer data, they’ll continuously analyze it
   to provide more accurate and personalized responses.
 * Learning: With the knowledge your chatbot gains, it will learn which response
   is best in each type of situation.
 * Refining: The chatbot will improve at determining which questions it can
   answer and which are best to pass to an agent.

Chatbots are getting better at gauging the sentiment behind the words people
use. They can pick up on nuances in language to detect and understand customer
emotions and provide appropriate customer care based on those insights.


9. COLLECT CUSTOMER FEEDBACK

You can program chatbots to ask for customer feedback at the end of an
interaction. The bot can send a single survey question in the chat to ask how
the support interaction went. The customer can select a rating from one to five,
with an option to include a written response for additional comments.

To encourage feedback, chatbots can be programmed to offer incentives—like
discount codes or special offers—in exchange for survey participation. Companies
can also search and analyze chatbot conversation logs to identify problems,
frequently asked questions, and popular products and features.


10. REDUCE CUSTOMER REQUESTS

Chatbots intercept and deflect potential tickets, easing agents’ workloads. They
handle repetitive tasks, respond to general questions, and offer self-service
options, helping customers find the answers they need. This allows agents to
focus their expertise on complex issues or requests that require a human touch.

These requests can vary based on a business’s product, service, or industry, but
commonly include:

 * Providing order status and tracking information
 * Offering product details
 * Assisting with returns or refunds
 * Balancing accounts and identifying payment issues
 * Collecting feedback
 * Offering self-service


11. DETECT CUSTOMER INTENT FOR ADDED CONTEXT

Advanced bots powered with AI can understand intent and customer sentiment based
on phrasing and language. In reference to AI, these terms mean:

Customer intent: AI can detect the customer’s needs, like what their question is
about.
Customer sentiment: AI can detect if the message is positive, negative, or
neutral.

AI can pass these details to the agent, giving them additional context that
helps them determine how to handle an interaction after handoff. The agent can
also use these customer insights to personalize messaging and avoid future
escalations.


12. BOOST CUSTOMER ENGAGEMENT

According to our CX Trends Report, 71 percent of customers believe AI and
chatbots help them get faster replies. But getting quick service is just the tip
of the iceberg. Chatbots can be an important tool to increase customer
engagement and interactions in the following ways:

 * Sending proactive messages about order statuses, tracking numbers, or payment
   issues
 * Collecting customer feedback after an interaction or resolved issue
 * Engaging in real time or holding asynchronous conversations across channels,
   meeting the customer where they are
 * Sending reminders and appointment confirmations
 * Customizing messaging to match your brand’s voice and tone

Chatbots can provide a deep level of personalization, prompting customers to
engage with products or services that may interest them based on their behaviors
and preferences. They also use rich messaging types—like carousels, forms,
emojis and gifs, images, and embedded apps—to enhance customer interactions and
make customer self-service more helpful.


13. STREAMLINE SERVICE WITH ROUTING AND TRIAGE

Chatbots can deflect simple tasks and customer queries, but sometimes a human
agent should be involved. With AI, bots can collect important information at the
beginning of an interaction—using routing and intelligence to get the
conversation to the best agent based on skill, availability, capacity, and issue
priority. These seamless handoffs from chatbots to agents can help streamline
service, save time, and enhance the customer experience.


14. BOOST SALES

Use chatbots to do manual, time-consuming sales tasks. They can collect
information and qualify leads, schedule product demos, and engage website
visitors.

Chatbots can also nurture prospects and potential customers through your sales
funnel by proactively communicating with them, answering questions, and
educating them about your product or service. As a result, they can help:

 * Decrease bounce rate
 * Boost conversion
 * Reduce abandoned shopping carts
 * Automate cross-sell and upsell activities

Given all the real-time guidance they offer, chatbots can be the deciding factor
in a customer’s purchase.


15. INCREASE LEAD GENERATION

Natural conversation can help businesses generate leads. AI-powered chatbots can
use customer data, machine learning (ML), and natural language processing (NLP)
to recognize voice and text inputs to create a conversational flow, otherwise
known as conversational AI.

Rather than directing a customer to a form, AI bots can mimic human interactions
and engage in a natural conversation to answer questions while capturing
customer data. The information that chatbots can collect includes:

 * Pages a customer visited
 * Abandoned shopping carts
 * Languages
 * Geolocation
 * Preferences

Chatbots can then send the data collected during these interactions to marketing
teams. These teams can gather consumer insights and identify customer trends and
behaviors to use in targeted marketing campaigns.


16. ENHANCE CONVERSATIONAL COMMERCE AND MARKETING

Chatbots deployed across channels can use conversational commerce to influence
the customer wherever they are—at scale. That means businesses, like ecommerce
sites, use conversational technology like AI and bots, to boost the shopping
experience.

For example, online retailers can deploy bots to act as virtual assistants,
answering product questions on demand or offering proactive support about
products in a customer’s shopping cart to nudge them to make a purchase.


17. STREAMLINE THE CHECKOUT PROCESS FOR HIGHER CONVERSIONS

Proactive outbound messages from chatbots informing customers of order updates
or personalized offers can create upsell opportunities. Chatbots can offer
discounts and coupons or send reminders to nudge the customer to complete a
purchase, preventing abandoned shopping carts. They can also assist customers
who may have additional questions about a product, have issues with shipping
costs, or not fully understand the checkout process.


18. HELP WITH A/B TESTING

With chatbots, businesses can try out different kinds of messaging to see what
works best. With some chatbot platforms, you can set up A/B tests that show
consumers different variations of the conversational experience. Half of the
customers might interact with a chatbot that asks them how their day is going,
while the other half might interact with a bot that asks them if they need help.
Based on responses, you and your team can determine which variations resonated
with customers.

Here are a few metrics worth monitoring when A/B testing AI customer support bot
messaging:

 * Activation rate: how long it takes for a customer to respond to your chatbot
 * Self-service rate: the chatbot’s ability to resolve questions without manual
   (agent) intervention
 * Retention rate: the number of visitors that return to the chatbot within a
   specific time frame
 * Confusion triggers: how frequently chatbots misinterpret customer messages


19. IMPROVE AGENT TRAINING AND ONBOARDING

Businesses can also use bots to help new agents onboard and guide them through
the training process. Chatbots are always available for questions during
onboarding, even when trainers or managers aren’t. To help new agents assist
customers in real time, AI can surface relevant help center articles and suggest
the best course of action.

Businesses can also deploy chatbots to offer self-service resources for new
employees, helping new hires assimilate more easily into your company culture.
HR and IT chatbots can help new hires access information about organizational
policies and provide answers to common questions.


20. LOWER EMPLOYEE CHURN

Of course, many of the things we’ve already covered contribute to a better
employee experience (EX) that can reduce churn, including:

 * Simplified workflows
 * Automated tasks
 * Deflected tickets
 * Streamlined onboarding

Bots can also engage with employees by offering feedback opportunities and
internal surveys. This allows your business to capture satisfaction ratings and
understand employee sentiment. Additionally, it helps you understand where
you’re excelling with the employee experience and where you need to make
changes.


21. REDUCE BUSINESS COSTS

In order to thrive, businesses need to keep costs under control while delivering
more value. Our CX Trends Report shows that 68 percent of EX professionals
believe that artificial intelligence and chatbots will drive cost savings over
the coming years.

> 68 percent of EX professionals believe that artificial intelligence and
> chatbots will drive cost savings over the coming years.

Though customer service chatbots may require an investment upfront, they can
help you save money over time. Chatbots can handle simple tasks, deflect
tickets, and intelligently route and triage conversations to the right place
quickly. This allows you to serve more customers without having to hire more
agents.

Additionally, choosing a no-code, click-to-configure bot builder, like the one
offered by Zendesk, lets you start creating chatbot conversations in minutes.
Zendesk bots come pre-trained for customer service, saving hours from manual
setup. This helps you see a return on your investment faster.


22. SERVE MORE CUSTOMERS AT SCALE

Customer service managers can deploy chatbots to increase productivity and
efficiency. Because chatbots can handle simple tasks, they act as additional
support agents. They can also address multiple customer questions
simultaneously, allowing your service team to help more customers at scale.

At Zendesk, We hear from customers all the time, ‘I don’t want to have to grow
proportionally to the number of customer interactions we’re supporting,’ and
chatbots are one of the top ways to solve that problem.

If your ticket queue is constantly clogged with simple requests, your
operational costs will likely keep rising. Chatbots intercept most of these
low-level tasks without involving human agents, leading to better and faster
support for more customers.


WHAT ARE THE DISADVANTAGES OF AI CHATBOTS?

Although AI chatbot advantages heavily outweigh the disadvantages, some
consumers still reported certain challenges. According to our CX Trends Report,
54 percent of customers said their biggest frustration with chatbots is the
number of questions they have to answer before being transferred to a human
agent. That’s why it’s so important to deploy a chatbot that makes bot-to-human
handoffs seamless. Still, the trade-off actually nets several benefits, such as:

 * Bots still answer FAQs and deflect tickets.
 * Bots help triage queries for agents, reducing manual work for your team.
 * Bots can collect customer information upfront, making customer service faster
   and more efficient.

Because AI chatbots continue to learn with every interaction, the service will
improve over time. This means a better understanding of customer needs—and fewer
questions to get customers where they need to be quickly.


SMART DECISIONS START WITH AI

AI bots won’t replace customer service agents—they are a tool that enhances the
experiences of both businesses and consumers. Customers will always want to know
they can talk to another human, especially regarding issues that benefit from a
personal touch. But for the simpler questions, chatbots can get customers the
answers they need faster than humanly possible.

The benefits of chatbots in customer service are endless. Ready to experience
the advantages of chatbots? Start integrating AI chatbot solutions into your
customer service solution and see how the technology takes your CX to new
heights.


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