The strength of AI chatbots firstly lies in their support of a lot of different languages, making them especially useful for companies operating globally.
Secondly their ability to understand the context of written language with NLP enables them to independently make sense of inquiries and solve simpler ones on their own. Together with their ability to learn (ML) and to adapt, this makes them the perfect entry point for your customer, as they can quickly find accurate solutions to problems from past interactions. As a result, customer service agents only have to deal with pre-sorted requests, that really need human intervention.
Moreover, chatbots not only relieve customer service agents but help them out when they are struggling. Analysing the data from the past, the AI can come up with response suggestions for the agent, so he doesn’t need to search for answers on his own.
Lastly, AI chatbots are useful when it comes to conversational design. Not unlike visual UX design or verbal UX design, conversational design is meant to improve Customer Experience at conversational touchpoints. With Conversational AI, chatbots are able to provide a Customer Experience that can adapt to every customer based on his data and history and get better and better over time.
In summary, AI chatbots are not designed to fully replace human agents, but to lift a big part of the weight off their shoulders, namely repetitive and simple inquiries, that usually make up more than half of the total request volume. As a result, your customer service staff can focus on more complex tasks.