Most people have interacted with a chatbot — when booking a travel package, shopping online, requesting information from a brand, etc. According to recent predictions, 85% of customer communication will be conducted without human agents by 2020. Chatbots are valuable because they can work around the clock without getting tired, are easy to use, and they don’t make errors.
Among the industries that are rapidly implementing chatbot technology are supply chain and logistics. In this article, you will find out why you need to build a chatbot for logistics, the benefits of chatbot technology in logistics, and where you can get assistance in creating a chatbot for logistics.
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Why Do You Need to Build a Chatbot for Your Logistics?
To understand why you need a chatbot, you must first know how it works. A chatbot uses artificial intelligence and machine learning to deliver digitized and personalized customer service on a website. It usually pops up in the form of a dialogue box, asking users if they need assistance with the website or advice on purchasing.
According to a report by Microsoft, 54% of survey respondents say that they have higher customer service expectations now than a year before. Moreover, 72% of interviewed expect customer personnel to know who they are and what they have bought before. As such, your service needs to be fast, personalized, and always available.
These ever-changing expectations are hard to meet unless you have the proper technology. Chatbots can solve most customer service problems that businesses in logistics transportation currently face. Bots can also help you to deliver high-quality support in customer deliveries and logistics, reduce costs, and optimize employees’ time management.
Benefits of Implementing Chatbots for Logistics and Transport Businesses
Here are several ways how chatbot technology helps businesses in logistics, deliveries, and transportation:
1. Chatbots can provide quick and accurate responses to customer queries
According to the 2018 State of Chatbots report, 64% of web users indicate that 24-hr service is the best feature of chatbots. A chatbot can be used to give customers correct responses about their parcels 24/7.
2. Chatbots can facilitate site navigation for customers
A bot can help your customers move around within your site easier. Thus, it enhances user experience and reduces bounce rate.
3. Chatbots can receive delivery requests
Customers can request deliveries through logistics chatbots, too. The bot can get the details of the order, process it, and even issue a receipt.
4. Chatbots can process order amendments
Logistics chatbots can also help customers cancel or amend their deliveries. By using the order tracking number, bots can retrieve order details from the company database and assist the customer accordingly.
5. Chatbots can track shipments
Chatbots can perform shipment tracking in logistics transportation better and faster. While previously, users had to fill online forms placed on a company’s website, now they can just activate a chatbot to find out the required information. For example, an AI-based chatbot launched by UPS can be accessed by users even via Facebook or Skype, while Alexa assistant can track parcels since 2016.
6. Chatbots can process low-priority requests
Bots can also handle lower-priority questions or issues, thus, freeing up the human agents for more complex requests.
7. Chatbots can provide data analytics
Chatbots can help in collecting insights that support teams can use to improve customer experience and develop solutions to prevent possible issues in the future.
The customer service plays a vital role for users deciding whether to become a loyal client or not. Therefore, it is crucial to adopt chatbots to enhance customer support and experience. Chatbots will soon become an essential part of every business, providing a link through which data science can help logistics.