Nautilus
Imagine walking into your favorite store and almost instantly, a friendly assistant knows exactly what you need, offers you personalised suggestions, and ensures you’re more than satisfied before you leave. Sounds pretty ideal, right? In the digital age, chatbots are the closest thing to that friendly assistant, and it doesn’t tire like you would a real person!
In line with our previous conversation about personalisation in 2025, we proposed that it is the ultimate competitive edge businesses need to invest in. And the truth is, there’s no other tool out there today that provides that (and more) than the good old chatbot! Let’s explore how chatbots are resharing customer journeys, and how you can customise yours to make it more enjoyable to interact with!
Why AI-powered conversations matter in 2025
Chatbots have definitely come a long way from the earliest days of robotic, pre-programmed responses. Today, technologies like Google's Dialogflow and Natural Language Processing enable them to understand and respond to customer queries with remarkable ease. Have you checked the latest version of ChatGPT and Gemini on your phone? You can actually have conversations with your AI, and it’s fascinating! Imagine a fraction of that development lending its way to chatbots?
But why are we having this conversation about chatbots in 2025? How much further have they evolved since its inception in the early 1960s? And why are they continuing to be the solution businesses go to when they want to enhance their customer experiences?
Let’s break it down in this article.
Why Customers and Businesses love Chatbots
There’s no denying it, you’ve probably dealt with a chatbot quite recently. Do you disagree? If you said no, think about the last time you went online. Companies like Amazon, Lazada, and Shopee use a chatbot for order returns, tracking, or even simple inquiries. Chatbots are everywhere, and their use cases are evolving as we speak. There’s a reason why 51% of customers today prefer talking to a chatbot to get answers faster– because the thing is, they really are fast!
Aside from its speed, a chatbot can be configured to handle just about anything. It can be used to field general questions, offer relevant information about your product using articles from your own help center, and can even be integrated into third party applications for extended coverage. The amount of personalisation a business can imbue in this simple solution is virtually limitless!
This is why 58% of B2B companies choose to employ a chatbot in their daily operations, as it empowers everything from lead generation to customer support! Add to that the fact that by 2024, chatbots are expected to save businesses approximately $11 billion annually, and you have a winning formula.
Chatbots rule! But how does it change the customer journey? For that, let’s look at how one brand effectively deployed their chatbots to yield results.
Transforming Customer Support with Chatbots
Shopback, a leading cashback rewards platform in Singapore has been helping millions of their users save money while shopping— a concept that sounds a little too good to be true! They grew their brand by partnering with Zendesk in 2015, utilising their support platform to handle their burgeoning customer inquiries.
But the more the company grew, they realised that their growth also saw a stark increase in their ticket volumes. This led to extended wait times, and their customers started to grow restless. How did they address this issue, you ask? Why, that’s where chatbots came into the picture!
Image source: Zendesk (ShopBack + Zendesk: Automating 70% of customer success while empowering agents)
By integrating a chatbot into their workflow, Shopback automatically resolved 70% of incoming tickets, intercepting a third of their 170,000 customer inquiries monthly. This effective customer deflection strategy saw their chatbot handling 41% of customer inquiries, a remarkable achievement on its own if not for the fact that their CSAT scores also saw a boost because of it.
This is proof that with the right formula of considered automation, a customer-centric workflow, and the right solutions in place, everybody wins! Read up more about this success story here.
Beyond Chatbots: How the right reports help Businesses grow
Implementing the right chatbot is the first step. In the age of automation that we live in now, contact centres need visibility on the things that matter. This includes having insights on chatbot performance, agent behaviors, and other key trends.
This is where Nautilus Chat Reports come in handy. Our latest development is a multi-channel platform designed to help contact centres increase their customer service operations, and comes with a customisable chat bot, seamless agent chat experience, and a host of handy reports that include the following:
Bot Analytic Report - Provides in-depth insights into chatbot interactions, handoff rates, and user engagement rates. We created this report to help a business better gauge how effective their automation initiatives are, allowing them to pivot in case their chatbots need work.
Live Chat Performance Report - Agent specific metrics that measure how well agents are handling their assigned chat conversations, their average response time, and average chat interactions. This is integral for businesses who want to keep a better eye on how well their chat agents are doing, and provides them an easier way to track their progress.
Bot Chat History Report - Shows total chat durations before the chatbot hands it off to an agent, and includes a transcript of their interaction with a user. This report is a key tool in helping a business better understand how well their chatbots are performing by giving them visibility on interaction length, routing, and even a copy of the chat transcript between the user and the chatbot.
Chat CSAT Report - Allows a contact centre to track CSAT trends, user feedback to help understand how customers feel about their chat interactions. With Nautilus Chat's After Chat CSAT capabilities, the customer's feedback is captured immediately; this helps a business capture realtime sentiments and to find avenues they need to work on before it's too late.
By leveraging the right reports, a business can continuously optimize their chatbot and chat operation strategies. But more importantly, having visibility on these metrics can help one gauge the overall health of their business, and make data-driven decisions that ultimately affect the customer experiences while maximizing their automation ROIs.
Ready to unlock better customer journeys using data?
If you’ve made it this far, you probably understand the importance of chatbots today, and how they’re key to unlocking the future of seamless, scalable customer engagement. Nautilus Chat offers an AI-powered chatbot with deep reporting capabilities to help your business streamline support, boost your operation efficiencies, and enhance the way customers feel about your brand.
Need more help? Feel free to shoot us a message so we can start your chatbot journey today!
