March 27, 2025
Have you ever messaged a brand, ‘Is anyone available?’ and instantly get a reply? You’re pleasantly surprised because you expect that no one will be able to reply but instead, the brand is ready to accommodate any questions you may have. That’s one way AI is revolutionizing customer service!
With the fast pace of the digital world, exceptional customer service is essential. And integrating AI-powered chatbots into Communications Platform as a Service (CPaaS) solutions help businesses transform their interactions with their customers.From providing instant replies to providing personalized support, here are five ways chatbots are revolutionizing customer service.
1. You’re Always Available in an Instant
AI-powered Chatbots integrated with your businesses enable you to provide 24/7 support to your customers. Unlike human agents, chatbots can run day and night without any breaks and handle multiple conversations at the same time. You can also set up instant responses based on specific keywords or actions your customers make.
Given the rapid rise of digitalization and social media, even waiting a few minutes for a reply from a business feels like an eternity! This shift has brought the standard for customer service to a whole new level. Especially for situations with critical issues that need immediate attention.
Imagine that you’re starting out as an e-commerce seller; you start an end-of-year sale giving rise to a high volume of repetitive customer inquiries such as product details, order tracking, product availability, etc. With AI Chatbots, you can directly address the need for speed, timeliness, and convenience without having to do it manually!
2. Helping Businesses to Save Time and Money
Enabling businesses to be available 24/7 with immediate responses, AI Chatbots significantly reduce operational costs by automating repetitive tasks such as answering FAQs, order tracking queries, and order management.
This enables human agents to cater to more value-driving tasks and complex interactions with customers. Having AI Chatbots also eliminates the need for businesses to ask their agents to render overtime or even holiday hours, effectively reducing additional costs and increasing their employees’ productivity.
3. Personalized Assistance that Feels Human
You wouldn’t want to give your customers robotic and irrelevant replies even if you’re using a chatbot, right? Personalized customer interactions enable you to build stronger relationships and establish trust. With the recent developments in AI, you can now train your chatbots to provide relevant and personalized interactions with your customers.
Nowadays, AI models can analyze any data you feed and generate what you need! You can feed data such as past interactions, purchase histories, your website or social media pages, and even customize the tone you would like your chatbot to use.
For example, a telecommunications company’s chatbot can provide tailor-fit subscription plans and promos to its customers based on their past interactions and preferences in the past. This increases the chance of conversion and loyalty due to the uniquely personalized interaction given by the chatbot.
4. Seamless Escalation to Human Agents
Although AI Chatbots nowadays are more powerful, they are not infallible and are still prone to inaccurate responses. Recognizing this limitation, AI Chatbots are now designed to hand off more complex and sensitive issues to their human counterparts.
Seamless automated escalation to human agents can be integrated into these chatbots. Whenever the chatbot encounters an issue and detects that it is outside its scope, it can automatically route the conversation to a human agent as well as the complete context of the conversation. This transition is designed to be smooth not only for the human agents but also for the customers so that they will no longer have to repeat their concerns.
This is an important aspect of AI Chatbots nowadays. Especially with concerns that require more complex handling or involve sensitive information. For example, a bank’s chatbot can easily identify if your concern is that of a fraud scenario; the chatbot will then automatically route you to their fraud specialist so that they can immediately attend to your concern and resolve the issue. Another example is healthcare chatbots; once they’ve identified a life-threatening situation, they can escalate you immediately to a qualified healthcare professional.
Hummingbird by m360 allows you to unlock the power of chatbots through Assistants. From welcoming new customers to answering FAQs, Hummingbird Assistants serve as a friendly and informative first point of contact, ensuring 24/7 availability and instant responses. This automation reduces operational costs and allows human agents to focus on more complex issues.
Ready to enhance your customer service with Hummingbird's Assistants? The future of customer engagement is just one conversation away; sign up for Hummingbird here!
Isaac De Vera
Associate Product Manager, Acceleration & Innovation Group
Before joining m360, Isaac started his career as a Digital Marketing Strategist, where he developed initiatives to optimize the digital presence of his previous company. He later transitioned to the roles of Customer Success Manager and Business Development Associate for an e-commerce startup, gaining hands-on experience in fostering customer relationships and driving business growth.
Isaac has always been a curious individual, driven by a desire to explore and learn, even in areas that might seem trivial to others. As the Associate Product Manager of m360’s Acceleration and Innovation Group, Isaac plays a key role in ideating new products and helping bring them to life. His focus lies in creating solutions that not only align with business objectives but also resonate deeply with customers, ensuring every product delivers meaningful impact and value.
.jpg)
.jpeg)
