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5 Reasons why Customer Service Chatbots are the Need of the Hour

3 minutes, 59 seconds read

The rapidly advancing world suddenly came to a halt with the outbreak of the COVID-19 pandemic. If anything positive that has come out of this crisis is that it has made people more comfortable with technology. Even people from non-tech-savvy older generations are readily adopting technological advancements. Especially the customer service verticals (helpdesk and support portals) if businesses are seeking automation the most. 

Chatbots have come a long way since they were first introduced. In 2016, Facebook allowed chatbots into its Messenger platform to let businesses deliver automated customer support, e-commerce guidance, content, and interactive experiences through chatbots. From answering simple queries to scheduling appointments, chatbots have evolved into AI-driven Virtual Assistants. Given the variety of purposes they solve, chatbots are here to stay. The chatbot market is projected to reach $1.25 billion by 2025

Let’s look at some of the most pressing points which make Customer Service Chatbots so relevant in the current period.

1. The Need to Save Time, Money and Resources

The prolonged lock-downs have left a deep impact on the business cash-flows. To manage the business with limited resources and constraints on budget, this is the right time to integrate chatbots which can take up routine tasks and save bandwidth of human resources for more complex ones. These days, chatbots are available at affordable prices and even on monthly subscription models.

2. Elevate Digital Customer Experience

During the initial stage of the COVID outbreak, people struggled to get essentials. The volume of customer grievances and queries were very high. Businesses struggled to address them. AI-driven chatbots in such situations prove to be a great asset in acknowledging the problems and providing relevant solutions. 

Voice-enabled customer service chatbots give a human-like experience to customers which helps add that personal touch in a digital environment. Unlike command-based chatbots, AI-based or Machine Learning chatbots can answer ambiguous questions. Based on the responses, chatbots are learning and can provide better answers over time. NLP chatbots will take the digital CX to another level which is a crucial differentiator for businesses in these times.

AI Chatbot in Insurance Report

AI in Insurance will value at $36B by 2026. Chatbots will occupy 40% of overall deployment, predominantly within customer service roles.
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3. Build Customer Engagement and Brand Loyalty

One of the biggest pain-points of the lock-downs and social distancing is keeping the existing customers and clients engaged and building trust amongst them. Retaining brand loyalty has been challenging since customers during these times will watch out for businesses that provide the best services. Big names with a huge customer base may fail if they continue with legacy systems and traditional models even in these crucial times. 

To keep the business running, organizations will have to engage with customers. Bots can derive data through it’s AI capabilities which can be used to re-engage with customers. Especially in the e-commerce sector, bots can remind customers of the unbought items from their wish-list, suggest items to pair with the selected ones, take feedback, and so on. 

Customers remember brands that provide good services during difficult times. 

4. Dealing with the Issues of Modern Workforce

Due to lockdown, organizations faced a pressing challenge to ensure the smooth functioning of business with a remote workforce. A part of this challenge was also to ensure healthy and transparent communication with the internal workforce i.e. employees.

Especially the larger organizations and MNCs faced communication challenges with their employees across the globe. For instance, the HR department might not be able to reach all its employees. This calls for a need for chatbots that can address some of the basic queries. As Gartner predicts — by 2022, 70% of white-collar workers will interact with conversational platforms daily. The current pandemic is just fueling the adoption of helpdesk automation. 

5. Lead Generation

The business development and sales departments have a difficult road ahead. Given the economic slowdown, how to generate leads? Considering the current situation, many businesses are going digital as sales representatives cannot meet clients in-person. 

In the B2C space, cold calling and email marketing will soon become redundant. The situation requires an interaction with people through which leads can be found. Bots can provide data on the back-end while interacting with prospects and help businesses reach out to them. Thus, enabling more sales conversions. 

[Also read: Conversational Chatbots for SMEs to continue business from home]

What Does the Future Look Like for Customer Service Chatbots?

Modern customers include Millennials and Gen Z who represent 2 billion (27%) and 1.8 billion (24%) of the population respectively. They have a high affinity for self-service portals and look out for their query resolution instantly. Chatbots with integrated workflows can drive historical consumer data and accordingly suggest resolution. 

Companies like Uber and Amazon are already deploying self-service customer support, which not only releases the load from call-centers but also satisfies the growing preference for convenience. According to a recent Salesforce survey, 60% of businesses are ready to adopt self-service portals and chatbots are a crucial part of facilitating this. 

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Smart Manufacturing Dashboards: A Real-Time Guide for Data-Driven Ops

Smart Manufacturing starts with real-time visibility.

Manufacturing companies today generate data by the second through sensors, machines, ERP systems, and MES platforms. But without real-time insights, even the most advanced production lines are essentially flying blind.

Manufacturers are implementing real-time dashboards that serve as control towers for their daily operations, enabling them to shift from reactive to proactive decision-making. These tools are essential to the evolution of Smart Manufacturing, where connected systems, automation, and intelligent analytics come together to drive measurable impact.

Data is available, but what’s missing is timely action.

For many plant leaders and COOs, one challenge persists: operational data is dispersed throughout systems, delayed, or hidden in spreadsheets. And this delay turns into a liability.

Real-time dashboards help uncover critical answers:

  • What caused downtime during last night’s shift?
  • Was there a delay in maintenance response?
  • Did a specific inventory threshold trigger a quality issue?

By converting raw inputs into real-time manufacturing analytics, dashboards make operational intelligence accessible to operators, supervisors, and leadership alike, enabling teams to anticipate problems rather than react to them.

1. Why Static Reports Fall Short

  • Reports often arrive late—after downtime, delays, or defects have occurred.
  • Disconnected data across ERP, MES, and sensors limits cross-functional insights.
  • Static formats lack embedded logic for proactive decision support.

2. What Real-Time Dashboards Enable

Line performance and downtime trends
Track OEE in real time and identify underperforming lines.

Predictive maintenance alerts
Utilize historical and sensor data to identify potential part failures in advance.

Inventory heat maps & reorder thresholds
Anticipate stockouts or overstocks based on dynamic reorder points.

Quality metrics linked to operator actions
Isolate shifts or procedures correlated with spikes in defects or rework.

These insights allow production teams to drive day-to-day operations in line with Smart Manufacturing principles.

3. Dashboards That Drive Action

Role-based dashboards
Dashboards can be configured for machine operators, shift supervisors, and plant managers, each with a tailored view of KPIs.

Embedded alerts and nudges
Real-time prompts, like “Line 4 below efficiency threshold for 15+ minutes,” reduce response times and minimize disruptions.

Cross-functional drill-downs
Teams can identify root causes more quickly because users can move from plant-wide overviews to detailed machine-level data in seconds.

4. What Powers These Dashboards

Data lakehouse integration
Unified access to ERP, MES, IoT sensor, and QA systems—ensuring reliable and timely manufacturing analytics.

ETL pipelines
Real-time data ingestion from high-frequency sources with minimal latency.

Visualization tools
Custom builds using Power BI, or customized solutions designed for frontline usability and operational impact.

Smart Manufacturing in Action: Reducing Market Response Time from 48 Hours to 30 Minutes

Mantra Labs partnered with a North American die-casting manufacturer to unify its operational data into a real-time dashboard. Fragmented data, manual reporting, delayed pricing decisions, and inconsistent data quality hindered operational efficiency and strategic decision-making.

Tech Enablement:

  • Centralized Data Hub with real-time access to critical business insights.
  • Automated report generation with data ingestion and processing.
  • Accurate price modeling with real-time visibility into metal price trends, cost impacts, and customer-specific pricing scenarios. 
  • Proactive market analysis with intuitive Power BI dashboards and reports.

Business Outcomes:

  • Faster response to machine alerts
  • Quality incidents traced to specific operator workflows
  • 4X faster access to insights led to improved inventory optimization.

As this case shows, real-time dashboards are not just operational tools—they’re strategic enablers. 

(Learn More: Powering the Future of Metal Manufacturing with Data Engineering)

Key Takeaways: Smart Manufacturing Dashboards at a Glance

AspectWhat You Should Know
1. Why Static Reports Fall ShortDelayed insights after issues occur
Disconnected systems (ERP, MES, sensors)
No real-time alerts or embedded decision logic
2. What Real-Time Dashboards EnableTrack OEE and downtime in real-time
Predictive maintenance using sensor data
Dynamic inventory heat maps
Quality linked to operators
3. Dashboards That Drive ActionRole-based views (operator to CEO)
Embedded alerts like “Line 4 down for 15+ mins”
Drilldowns from plant-level to machine-level
4. What Powers These DashboardsUnified Data Lakehouse (ERP + IoT + MES)
Real-time ETL pipelines
Power BI or custom dashboards built for frontline usability

Conclusion

Smart Manufacturing dashboards aren’t just analytics tools—they’re productivity engines. Dashboards that deliver real-time insight empower frontline teams to make faster, better decisions—whether it’s adjusting production schedules, triggering preventive maintenance, or responding to inventory fluctuations.

Explore how Mantra Labs can help you unlock operations intelligence that’s actually usable.

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