Chatbots have helped revolutionize customer service. They’ve evolved from providing mechanized responses to simple queries to having complex conversations with users. The quick and accurate answers they deliver have made them an integral part of various sectors like healthcare, hospitality, eCommerce, etc.

Per reports, about 32-34 percent of consumers prefer using chatbots for reservations. Besides, the average satisfaction rate of chatbots is over 85 percent! These numbers suggest the growing importance of chatbots in the modern business context.

Chatbots empowered with AI/ML capabilities prove of significant help. But only to a certain extent, especially if they are unilingual. With regional language users rising, unilingual chatbots might confine a company’s user outreach. A single-language approach might affect a company’s business expansion and limit user engagement to users speaking a particular language.

Accordingly, a company looking for geographical expansion must have a multilingual chatbot. Here are five reasons you should deploy multilingual chatbots equipped with the latest capabilities to transform customer service.

Advantages of Multilingual Chatbots for Business Expansion and User Engagement

Deploying a multilingual chatbot undoubtedly involves a significant amount of investment. But the benefits certainly outweigh the investment, helping businesses reap higher returns across various timeframes.

1. Reduced Costs

This is one of the most significant benefits that encourage companies to invest in multilingual chatbots. As stated earlier, multilingual chatbots demand a fair bit of investment initially. But they reduce the need for hiring bilingual or multilingual customer service agents in large numbers. Since multilingual chatbots are programmed to provide accurate responses and have pretty complex conversations in multiple languages, companies can ace customer service even with limited agent strength.

2. Geographical Expansion

Gone are those days when users had to interact with computers in the internet’s de facto language – English. Today’s netizen is far more demanding and expects companies to deliver highly personalized and engaging experiences.

Accordingly, when companies plan to step outside their native market and broaden their geographical frontiers, they should consider deploying multilingual chatbots. Chatbots with the ability to speak multilingual languages can help expand a company’s outreach, enabling it to cater to a larger group of users and tap into more business opportunities.

3. Competitive Edge

Going multilingual isn’t merely a need but an approach. Language is the most effective means of communication. But the importance of language goes beyond communication. People have sentiments associated with their language. Hence, humans tend to connect with fellow humans who speak their language.

Brand communication and engagement aren’t any exceptions to this reality. Companies that speak the target user’s language, whether through their website or chatbots, earn a competitive edge. They are more likely to connect with the target audience and achieve higher sales than brands requiring users to adjust to a particular language, with which the latter might not necessarily be comfortable.

4. Enhanced User Experience

Interacting with a technologically advanced and user-friendly multilingual chatbot delights users. Such a chatbot understands the user’s language, is trained in understanding questions in various forms and formats, has high interpretation abilities, and can provide accurate responses within a relatively short time. It eliminates the need for users to wait to speak to the customer representative. Some multilingual chatbots can have advanced conversations with ease and accuracy. These factors contribute to enhanced user experience and make brand interactions effortless.

5. Increased User Trust

Multilingual chatbots increase the comfort quotient of a conversation. Since they interact with the users in their language, users feel comfortable interacting with them and get answers they can easily understand. Accurate and easy-to-understand responses help users understand the offerings better and make informed buying decisions. Users are more likely to brands that walk the extra mile to support them.