Chatbots

The Case for a Chatbot.

Smart Chatbots allow businesses across the globe to save time and focus on activities that drive real business results.  The essential function of chatbots are to automate customer support, but with Smart Chatbots you open up the door for machine learning and hand-crafted approaches that further engages customers as they move through the customer experience.  

Take a look at the key benefits of utilizing a Smart Chatbot:

  • Improve customer service and response times
  • Add a personal touch to communication to increase customer loyalty
  • Automate repetitive and routine tasks to save time that can be reallocated to more proactive activities.
  • Streamline the shopping process to help customers find what they are searching for faster.
  • Increase qualified leads and revenue by using direct messages to collect information to further assist customers.
  • Provide 24/7 support to help guide customers to the information they need, even when your business is closed for the night.  

What is a Smart Chatbot?

As defined by the Oxford Dictionary, “a chatbot is a computer program designed to stimulate a conversation with human users, especially over the Internet.”  Smart Chatbots take that to the next level by adding artificial intelligence to the equation allowing robots to respond to users with suitable suggestions on the topic.  AI is the piece that helps a bot interpret complicated requests, personalize a response and improve the quality of interactions between brands and their customers. These chatbot assistants can communicate in one of the four following methods:

  1. Text Messages
  2. Virtual Assistant that integrates into websites
  3. Software Applications and Tools (Slack, Trello, etc.)
  4. Instant Messengers via social media (Facebook, Twitter, etc.)

In general, chatbots are programmed to perform one of three functions:

  1. Respond the same way each time a user engages
  2. Utilize different responses based on keywords that are contained in the messages
  3. Implement machine learning that enables a chatbot to modify a response on a case by case basis.

How your customers are using chatbots already.

In the modern Internet era, chatbots are becoming widely used on websites, social channels, and software systems.  In a recent forecast from Gartner, they predict that by 2020 85% of all interactions with customers will be handled without a human being involved.  As we speak, people all over the world are interacting with chatbots to answer questions, resolve complaints and problems, and find a customer service agent that can solve their problem.

Is it time for you to start using Chatbots?

Of course, the answer to that question is yes.  They can help save time, increase brand perception and loyalty, which will, in turn, have a positive impact on your bottom line.  Let’s get the conversation started today.