Introduction
Chatbot, short for chatterbot, is an artificial intelligence (AI) feature that can be embedded and used through any major messaging applications. There are a number of synonyms for chatbot, like talkbot, bot, IM bot, interactive agent or artificial conversation entity. It’s definitely true that chatbots help your customer service agents which are known as chatbots customer service specialists and who do their jobs better. One of the biggest perks comes in the form of time saved, since chatbots resolve simple questions quickly.
Features
Chatbots aren’t a replacement for real human interactions, though:
* Bots are better at augmenting these interactions and are best utilized to simplify tasks and remove repetition from workflows.
* Human agents should handle conversations where someone is navigating a complex purchase or is feeling frustrated or confused. As advanced as natural language processing has become, it can never really offer a genuine “I’m sorry” or make things right like a human can.
Benefits
* Chatbots offers instant resolutions
When a customer asks a chatbot a question, it doesn’t just offer a suggestion: Intercom’s chatbots automatically resolve questions using your own source material, including knowledge bases and FAQs.
* Chatbots can offer 24/7 conversational support
Chatbots, unlike humans, have no need for sleep. If your team is unavailable, a chatbot can step in to answer questions and provide links to resources. But if they can’t help, the bot can indicate your available hours to say when a human will be in touch.
Alternately, if you find that your chatbots customer service are getting a lot of complicated questions that almost always require human intervention, you can build a dedicated “out of office” bot to take over when no one is around to respond. This way, the customer isn’t waiting around for a response, and a member of your team can reply directly as soon as they are back.
* Chatbots continuously learn
Chatbots don’t just use AI to answer questions. They also use it to learn and automatically improve the quality of the support offered in the future.
* Chatbots can tailor answers to different types of customers
With that first touch-point from a customer, you have their information in your system. This is a great start: if they contact you again, your agents can use that conversation history to better understand their needs or just to make sure their first question was properly answered.
* A consistent user experience is created
This consistency is only bolstered by how accurate chatbots are. With AI in control, conversations aren’t missed by accident, support emails don’t go to spam and there’s no copy-pasting or mistyping that could result in the wrong information being sent to a customer.
Examples
It’s clear that Chatbots can improve your customer service experience, both for your team and your customers. Certain companies which help provide better services to maintain and help more customers at scale like chatbots on Facebook in the form of Messenger. Facebook Messenger chatbots help to stay in touch with your customers. A Facebook chatbot is an automated software program that is designed to create and control a fake Facebook account. A Facebook bot is completely automated software that generates a profile by scraping images and information from other sources. After setting up a fake profile, it spreads by making friends with other Facebook users. According to Facebook, there are now over 300,000 active bots on Messenger. Chatbots are the future of marketing and customer support, and that means they may present new opportunities for your business also. Umbrella Local delivers chatbot facilities and solution to its clients. Some examples of famous brands which are using bots to great effect:
1. Lyft
2. Fandango
3. Spotify
4. Whole Foods
5. Sephora
6. Mastercard
7. Staples
8. The Wall Street Journal
9. Pizza Hut
Chatbots, besides all the user engagement and quick support, can prove useful as it pays per result SEO. chatbot help a website with SEO & content success through improve user experience, personalize the site, help users find what they are looking for, collect data, improve dwell time, encourage returning visitors and text message marketing.
Conclusion
So there you have it, the pros and cons of using a chatbot to boost your business and strategies. While the conversational approach to chatbots customer service is perfect, it definitely opens doors to unexplored opportunities to increase user engagement on your website. So, if you haven’t yet, it's recommended to create a chatbot for yourself from the Umbrella Local.
