Customer service has significantly evolved over time. People today expect quick replies and round-the-clock support. And to meet these consumer expectations today we have the AI agents in picture. An AI agent is smart enough to handle customer queries and assist brands talk to customers in a simple, faster, and the way as humans do.
In India, more and more companies are switching over the usage of AI agents to engage with customers, respond to queries, and even resolve issues without human intervention. Small businesses to big brands, and others are now competing to utilize AI agents for accelerating and improving the customer service. Let’s now see what this conversational AI Agent actually does..
What is an AI Agent?
An AI agent is a software tool that can think, learn, and act independently. It can read your message, understand your needs, and reply correctly. Such agents are typically used in websites, applications, or chat utilities like WhatsApp or Facebook Messenger.
While ordinary bots merely listen to instructions, AI agents can learn from conversations, improve over time, and even engage in lengthy, intelligent conversations with customers. They communicate using human language. And they utilize natural language processing.
Suppose you text a store on WhatsApp inquiring about an order. An agent will receive your message, look up your order, and respond with the status. No human intervention needed. It is quick, simple, and operates 24/7.
Now, you have an idea about the thing “what is an AI agent.” Let’s learn more about how this AI agent is helping in customer engagement.
How AI Agents Are Revolutionizing Customer Support in India
AI agents are improving customer support in so many ways:
- Quick Response: Customers don’t like waiting. AI agents answer immediately. 24/7, they are available to help.
- More Chats: One AI agent can attend to many individuals simultaneously. This is suitable for companies during peak hours when there are many chat requests.
- Less Work: AI agents can handle routine questions such as “ Where is my order?” or “How do I reset my password?” This leaves human agents free to handle challenging cases.
- Improved Customer Experience: AI agents recall previous interactions. Therefore, when you return with the same problem, the agent can pick up where it stopped. This renders the conversation more useful.
- Cost Savings: It is expensive to employ and retain human agents. AI agents reduce cost while maintaining high service quality. Several Indian businesses, such as ecommerce, travel, banking, and healthcare, employ AI agents to enhance services and save time.
Where Do You Find AI Agents?
AI agents are utilized in so many ways:
● Websites: AI agents help with FAQs, product search, or booking.
● Apps: AI agents provide guidance through steps or features.
● Messaging apps: AI agents can chat on WhatsApp, Telegram, or Facebook.
● Voice assistants: AI agents are more frequently used than support or smart speakers.
Most businesses also integrate their AI agents into CRM or ticket solutions to smooth and track the entire process.
What Are Autonomous AI Agents?
Some AI agents are crossing new boundaries. Those are autonomous AI agents. They do more than reply to messages.
Autonomous AI agents are capable of independently planning, deciding, and taking action. For instance, if a customer asks for a refund, the agent looks at the returns policy, processes the refund, and sends an alert on their own.
They can also decompose intricate tasks into steps and perform them independently without intervention from other sources. They are used for lead follow-up, report generation, or support ticket closure.
This new extension of AI agents has not yet surfaced in India, but it will soon enable many companies to provide even more intelligent support.
Evolution of WhatsApp AI Agent in India
WhatsApp is the top messaging app in India. It is no wonder that brands are adding more and more WhatsApp AI agents to talk to customers.
These agents enable customers to purchase tickets, order, track shipping, or seek help, all in a single easy WhatsApp chat. It is easy and personalized, even for non-technical individuals.
Final Thoughts
If you wish to create a smart WhatsApp AI agent for your company, then Gupshup.ai is the company to trust. We are among the leading platforms used by chat-based customer care in India. Gupshup.ai enables businesses to deploy AI agents that span across various channels like WhatsApp, SMS, Voice, etc.
With decades of experience and in partnership with thousands of brands, Gupshup.ai makes certain your customers get the right help at the right time. To improve your customer care, visit Gupshup.ai and learn how our WhatsApp AI agents can help your brand grow.
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