Why an FAQs chatbot?

FAQs are typically text-based, with questions and their answers. The questions most frequently posed to companies by their customers are usually posted, along with the company's answers, on the company website or mobile application, in the help page section, for other customers to be able to search through them. Sometimes, the company provides a search function on the website, allowing customers to type in keywords related to their questions, which displays the answers as search results. However, none of the preceding methods can compete with the speed and efficiency voice-enabled FAQs can provide. For example, take a look at a typical FAQs section in the GEICO insurance mobile application, which is shown in the following screenshot. There are 11 categories, and there are between 2 to 12 questions per category. It would take a long time for customers to seek out the answers to their questions, and they would probably end up calling the customer service department.

The following screenshot shows a number of question categories in GEICO's FAQs, which the user would have to search through, like finding a needle in a haystack:

When customers are self-served, fewer customers call customer service phone lines and fewer resources are needed in terms of customer service representatives, ultimately saving companies money. This is why FAQs have been around for a long time, and now, being able to add voice-enabled FAQs means that customers can actually have a conversation with an FAQs chatbot as if they are actually talking to a customer service representative on the phone. Also, talking to a chatbot is easier than typing in keywords or browsing and reading through questions.

The following screenshot shows the recently added voice-enabled chatbot in the GEICO mobile application, which is designed to make customers' lives easier: