The word “chatbots” is sometimes met with a groan. Many company leaders have preconceived notions about using AI chatbots for broadband customer support, believing that they create a subpar experience and will cause them to hemorrhage customers.
However, the global broadband market is estimated to be worth over $500 billion. With that comes unprecedented demand for broadband services and tech support regarding connectivity, device issues and more. As a result, AI chatbots are becoming a critical tool for effectively scaling customer service.
But can AI chatbots really deliver a quality tech support experience? Below, we discuss how to use AI chatbots for broadband customer support and how this technology can provide a positive customer service experience.
The role of AI chatbots in broadband customer support
AI chatbots are rapidly transforming tech support, and often for the better. For example, you could use AI chatbots to provide 24/7 troubleshooting for a customer who loses wifi connectivity on a Saturday night (when many of your agents are off duty).
Or, you can use chatbots to answer customers’ frequently asked questions, such as inquiries about billing or accessing their online accounts. This can reduce call volume and case burdens on agents. A high caseload can increase agent stress, leading to potential burnout and increased turnover risk. It also frees up your agents to work on more complex tech support requests requiring human expertise.
Additionally, digital adoption increases as more customers choose to use chatbots for frequently asked questions. In turn, contact center call volume is reduced, which can lead to significant cost savings for your business.
Common misconceptions about chatbots in customer service
There are many misconceptions that make broadband leaders reticent to add AI chatbots to their tech stack. One of the most common myths about AI chatbots is that they lead to a poor customer service experience.
This simply isn’t true. As mentioned above, AI chatbots can be a critical tool for lowering call volume and handling frequently asked questions. Unlike previous generations of chatbots that use pre-scripted responses, AI chatbots use large language learning models (LLMs), allowing them to understand human language nuances. This enables them to understand the context of a customer’s question, even if they don’t use a specific keyword. They’ll recognize the varied phrases customers may use to talk about the same topic, such as billing.
For example, AI chatbots may know that a customer who asks to “dispute a charge” is having an issue with their bill, even if they don’t use that word specifically. This is different from previous generations of chatbots that would only respond to specific keywords such as “pay my bill.”
Another common misconception is that this technology will take away jobs from humans. AI chatbots can’t replace human agents in contact centers. Your agents still have a valuable role in shaping the customer experience. Research shows seven out of 10 customers stay loyal to brands because of friendly service agents. AI won’t replace human agents; it will simply augment their work.
How chabots improve broadband customer support
So, do AI chatbots really deliver quality customer service? The short answer is yes. Below, we dive into how you can use chatbots to improve the tech support experience for your customers.
Provide proactive customer support
Proactive customer service refers to tech support that anticipates customers’ needs before problems arise. This might involve AI chatbots sending customers a welcome message during the initial onboarding process to guide them through account setup or sending them a video tutorial that educates them on how to get the most out of their new smart home device.
The goal of proactive tech support is to ensure a smooth customer experience by heading off any potential issues for customers with their apps, devices or internet connectivity. By effectively addressing these issues before they become a problem, you reduce the likelihood of customer rage and foster trust in your brand.
Customers that trust and have a positive experience with your brand are less likely to churn. This is critical since acquiring new customers is much more costly than retaining your current ones. Companies that implement proactive support see higher customer retention rates.
Additionally, customers who have positive experiences with your brand are likely to tell their friends and family. When done correctly, proactive support not only creates happy customers but has the potential to turn those customers into brand ambassadors.
Effectively cater to the needs of Gen Z customers
Gen Z is shaping up to be an incredibly wealthy generation. It’s estimated that Zoomers have over $360 billion in spending power, and they’re a lot less frugal than their millennial counterparts. Companies that tailor customer service to Gen Z can tap into opportunities for a potential revenue increase.
So, how can you create a tech support experience that draws these valuable customers in? The simple answer is fast customer service. Gen Zers grew up in an era of Ubers, streaming and grocery delivery. They don’t remember a time before smartphones. They instantly help when a problem arises.
Broadband businesses that can provide Zoomers access to 24/7, instant tech support are well-positioned to win over these valuable customers. This generation doesn’t want to wait. Research shows Zoomers will likely hang up after waiting less than a minute on hold.
However, your service team is only so big, so how can you ensure you meet the demands of a generation that grew up in an era of instant everything? AI chatbots can be an effective tool to address this issue head-on. These digital natives are very tech-savvy, and they’re comfortable using chatbots to get answers to their questions.
Data shows that nearly one in three Zoomers say chatbots are their preferred channel for customer support. By implementing AI chatbots, your company can deliver the instant service these customers demand at any time of day or night.
Improve the customer experience without losing a human touch
Many people believe AI chatbots will create a poor experience due to previous models of chatbot technology. These models answered customers with stiff, pre-scripted responses that were only triggered if the customer used an exact phrase or keyword.
However, AI chatbots use natural language processing, which allows them to understand the nuance and context of a customer’s question. This enables customer interactions with chatbots to simulate a natural conversation they’d have with a person. These chatbots can understand and appropriately respond to customer inquiries using the context of the conversation.
They can also often interpret error codes and provide easy-to-follow step-by-step guidance for troubleshooting. This can help reduce customer frustration and average handling time for support requests.
Most importantly, AI chatbots also recognize when it’s time to involve a real human. Sometimes, tech support or other issues require human intervention. A good AI chatbot model can effectively escalate issues and transfer customers to the appropriate agent to handle more complex service inquiries.
While chatbots can do many things, they’re no substitute for human agents, who still have a critical role to play. Ensuring that even in our technologically driven world, there’s a way for customers to get in touch with a real person is critical for creating a positive service experience. Over half of customers say agents contribute to a better customer service experience, highlighting the importance of balancing fast customer service with a human touch.
The future of using AI chatbots for broadband customer support
So, do AI chatbots deliver high-quality customer service? The short answer is yes. When used strategically, chatbots can provide proactive customer support and allow customers to skip the long contact center call queue by accessing instant customer self-service. They’re also a helpful tool for companies looking to tap into revenue opportunities from Gen Z.
Broadband businesses should consider using AI chatbots to provide instant customer support. However, company leadership needs to remember that chatbots should complement, not replace, the human agents customers still consider vital for a positive service experience.
Are you looking for more information on how to leverage AI in your tech support strategy? Our free e-book breaks down AI is improving the customer experience, best practices for AI implementation and future trends. Download your free copy today!
