Why you should adopt a chatbot
When it comes to technology, we must adapt. Many businesses are already doing it as the benefits are well-known. Either if it’s by simplifying processes, saving time, faster improvement or getting the chance to focus on other important things. The adoption of new technologies will pay back with positive results.
Being sceptical or lagging innovation is a mistake that will soon reflect on a business performance or results. Sure, companies have their own ways and they work just fine with them. However, companies using technology will outgrow them in a fast way.
Today, one of the many tech trends on the market are chatbots. Far from being freak-responding machines, chatbots are built to engage with people. Powered by Artificial Intelligence, a bot is a software created to perform tasks in an automated way. Chatbots have been created to have automatic conversational interactions with people. Although chatbots are quite accurate when responding, their technology is not as advanced.
Chatbots cannot have a human-to-human conversation. At least not just yet. Chatting robots are still having a hard time to understand context, vague inputs or retrieve information. Their conversational capabilities are limited today. This does not mean that they are bad or not understandable. Sometimes, people interacting with chatbots never realize they are not talking to a real person. With time and further development of chatbot technology, they might get to the point where they simulate a human-to-human conversation. This will be groundbreaking for repetitive, redundant and time-consuming tasks, like call centers, customer service or customer support.
There are different types of chatbots. The type determines the nature of the conversation. They can be scripted, intelligent or application type. Scripted chatbots are set to follow limited predetermined paths; intelligent bots allow requests to be more flexible; and, application chatbots are enabled to show graphical interface within the conversation.
How do these bots work? Although the explanation might sound easy, there’s a lot of complexity behind it. When a user makes a certain request, the chatbot analyzes it to identify the intention of the request to provide relevant responses. Depending on the type of chatbot, the response sent back to the user can be either predefined answers, knowledge-based text, stored data, or data based on information provided by the user.
When we think about a company and the end customer, what do they expect from a chatbot? And, when is it better to just stick to real human communication? Here are some ideas on how your company can benefit from a chatbot.
Save time and money Automating conversational interactions can be useful for companies in many different ways.
One of these reasons is that automatic chat respondents allow companies to save time and money. This time and money can be leveraged to focus on other ways to grow a company.
Effortless guidance Users might be clueless about the information they need. However, setting a chatbot to ask certain questions can guide users to identify what they are looking for and provide the answers in a faster and more efficient way.
All-time availability Enabling chatbots on your website or social media can provide customers with all-time availability. After-hours support is not an unusual situation faced by consumers. With a chatbot available online on a 24/7 hour timeline, customers can contact you whenever they need your support, without the need for employees to work night shifts. Consumers expect fast responses and chatbots are the perfect solution to this expectation.
Instant engagement Chatbots are set to start a conversation, which creates engagement. As a result, people provide their information and these chatting machines end up as lead generators.
Fun interaction Getting creative with the way you implement your chatbot can create huge engagement from your customers’ side. Many companies are now engaging with their customers in a fun, interactive way. A fun conversation with your chatbot will create a seamless experience worth to remember. And they are more likely to come back!
We want CX As consumers, what we expect from chatbots is the famously-known customer experience. When we think about chatbots, we find this in the speed in which we can get the answer to our requests. Chatbots enable real-time responses, faster than e-mail, telephone or applications and even face-to-face conversations. But when is it enough? Chatbots are a big help, but they are not human. And let’s be honest, sometimes we just need a real human interaction.
Sure, sometimes we cannot tell a chatbot apart from a human, but their technology is still quite limited. Customers might face situations where they need more support than that provided by a chatbot. So as a company, you need to learn to set the limit within the conversation. There will come a point where a real interaction will be requested. So don’t forget that your customers are still human!
Implementing a chatbot is easier said than done. So make sure to do your research and create a solid strategy. Here’s a heads-up, you’ll need a use case, a platform, content, customer journey map, visuals, and the coolest of all, you’ll need to create your bots’ personality.
Sounds fun, doesn’t it?! Good luck creating your chatbot!