Your new colleague - without days off and mistakes

In this article, we will explore the real value of chatbots and how they help businesses. Moreover, many entrepreneurs remain skeptical about the need for chatbots... are they really better than traditional human customer service or ChatGPT? In this article, you will find answers to these questions and learn how chatbots can become an essential part of your business strategy.

Imagine a world where every customer receives personalized service, where answers to questions are provided within seconds, and everything happens without human involvement. This is no longer a futuristic scenario - it’s a reality in today’s business world. Once, when telephones began replacing telegraphs and letters, it was seen as a revolutionary innovation because it greatly enhanced the speed of remote communication. Similar changes are taking place today, as chatbots provide personalized communication with a company as a cohesive entity. In 2024, sharing their visions for the future, where chatbots will become an integral part of daily life, NVIDIA CEO Jensen Huang and Meta founder Mark Zuckerberg predicted that “just as every company has email, a website, and social media accounts, in the future, every company will have its own chatbot".

Replacing routine, not people: Smart Chatbots as Work Partners

One of the biggest benefits offered by personalized chatbots is the ability to significantly reduce the workload. This progress is not just a technological marvel - it is a real tool for optimizing work processes and boosting productivity. Thanks to AI, personalized chatbots can handle up to 90% of the routine tasks that are traditionally carried out by humans. They take care of customer inquiries, provide basic information, generate responses, and even offer services. Moreover, all communication with the customer can take place through messaging apps like WhatsApp, Signal, Facebook Messenger, and others. If the customer already knows what they want, there’s no need to visit the website – they simply need to write a few words in the chat and confirm their choice. A personalized chatbot also learns from every interaction with the customer, becoming more efficient and accurate in the future. Customers often use services such as reservations and orders. If a company uses a personalized chatbot, it can also confirm bookings or orders and even offer recommendations based on previous customer choices. As a result, company representatives can dedicate more time to strategic tasks and complex issues that require creative thinking or expert knowledge, which chatbots are not yet fully capable of replacing. This does not mean that humans are being replaced, but rather that they can focus their attention on more valuable tasks.

Imagine that your customer doesn't know how to find the product they are looking for on your website. They could write an email or wait for hours until someone from the customer service center calls them back. But a chatbot? It provides access 24/7. Customers no longer have to wait - they can get assistance even at night when they suddenly remember they can't find their invoice or want to know when their order will be delivered. According to PwC studies, 69% of consumers expect an immediate response to customer service inquiries - and chatbots provide this with impressive accuracy. Another key advantage is personalization. While traditional customer service is often based on standardized responses, personalized chatbots, with the help of AI, can offer individually tailored replies based on the customer's behavior. This personalization fosters a deeper connection with customers. Furthermore, as the chatbot learns more about the customer, it is able to offer even more precise recommendations and solutions.

Personalized chatbots can analyze interaction data to help businesses better understand customer needs. Data about customer behavior enables more accurate marketing strategies and improves brand relationships with consumers. This data analysis has become an essential tool in today’s business environment, as it allows companies to offer not just services, but also a personalized experience that aligns with the specific preferences and behaviors of their customers.

Most traditional service models are prone to human error - an employee might miss important information. In contrast, chatbots ensure consistent quality, regardless of the employee's mood or workload. Moreover, a single personalized chatbot can simultaneously respond to the needs of five or even one hundred customers, reducing wait times and allowing immediate access to information. There’s no need to make a call, wait in a queue, or wait for an email response. These virtual assistants are becoming an integral part of the business environment, and this is not just a “fad”. Chatbots offer much more than simply answering basic questions - they are ready to take on much more complex tasks.

Why is this important? In 2025, companies will need to be able to not only offer high-quality products and services but also create a unique, emotionally fulfilling experience that attracts and retains customers. Chatbots are changing the paradigm of our work and business relationships, where technology is no longer just a tool - it is a partner that helps people achieve more, faster, and more efficiently. And it is this symbiosis between humans and machines that allows companies to achieve truly outstanding results. If you are not currently using this technological solution, you risk losing important competitive advantages. To ensure the proper implementation of technology and maximize its potential, it is essential to consult experienced professionals like ZenIS.AI.

Where to start if your company wants to try a personalized chatbot?

Start with a consultation to understand how a chatbot can improve your customer service processes. The experts at ZenIS.AI will help assess your needs and develop a suitable solution. Our team offers a comprehensive approach to chatbot implementation, providing all the necessary tools and knowledge for your company to get the maximum benefit from this technology. From the initial consultation to full integration and training, ZenIS.AI is your guide to excellent customer service.

Article expert - Uldis Karlovs-Karlovskis. IT Trainer with 20 years of experience in leading Latvian and international IT companies. Thanks to his engineering background, experience leading up to 150 engineers, and specialized additional training in psychology, he has an in-depth understanding of the latest technologies and engineer behavior. He supports business management representatives in decision-making and can build a communication bridge between these groups. Currently, Uldis, together with the ZenIS team, is developing the AI adoption with Professional DevOps support program, which helps partner companies technically master AI capabilities and improve IT efficiency, costs, and speed.

Article co-author - Viktorija Golubova, marketing specialist at ZenIS.

References:

1. AI and The Next Computing Platforms with J. Huang and M. Zuckerberg https://www.youtube.com/watch?v=w-cmMcMZoZ4

2. Source of Statistical Data https://www.salesforce.com/ap/blog/customer-experience/

3. PwC Study https://www.pwc.co.uk/industries/documents/frictionless-retail-the-future-of-shopping.pdf