For businesses, it has become necessary to solve the queries and problems of the customers to ensure consumer loyalty along with the brand establishment. Moreover, just like the earlier times, man has looked to take help of machines to remove the constraints of human limitations.
This time there is a revolution in the customer service industry, and the technology responsible for this is chatbot. Chatbots are considered the future of customer service and management.
The recent innovation in artificial intelligence has indirectly transformed the business industry of today. In day to day life, customers interact with many automated systems like checkout lanes of a self-serve grocery store, phone representative of voice-interactive customer service and the most recent digital innovation: the chatbot for a mobile app.
However, this last example isn’t just for consumers anymore; as an entrepreneur, you need to understand the importance of the Chatbots and implement it accordingly for your business to grow.
#Chatbots will power 85% of all customer service interaction, according to Gartner. But do you know where the #chatbot technology is heading? Tune into #Quadratyx podcast to find out more about the new innovations in the business industry. https://t.co/j2lr6hoF8x pic.twitter.com/nBPJXqge5V
— Quadratyx (@Quadratyx) January 29, 2019
1. What is Chatbot?
Computer programs designed to have real conversations with customers are known as chatbots. A chat interface allows chatbots to converse with users.
You can use Chatbots with almost all favorite messaging apps. These bots can be given distinct personalities as well. It can understand Written and spoken text, and they can interpret its meaning.
The bot can then look up relevant information and deliver it to the user. Most modern smartphone applications depend on mobile chatbot to function.
Chatbots are the pop-up screens you face which are automated whenever you are seeking help online or via text. They have endless applications for my interdepartmental needs as a business leader, too.
A chatbot can handle numerous tasks, such as Instantaneous language translation – for communicating with international clients and employees
- Scheduling and calendar reminders
- Data processing
- Customer service- their predictive capabilities often know what a consumer wants even before he or she does!
- System diagnostics and digital troubleshooting
- Financial alerts
- Automated industry updates
Instead of seeing AI as a replacement for human endeavors, you should look at it as an enhancement. The mobile chatbot is an ideal personal assistant, and it’s helping users bring their entrepreneurial dreams to life.
Suppose you are purchasing shoes from any shoe company, then you decide to go to their website and search around until you find right choice, but if that company made a chatbot, you need to message that company’s bot in your messenger app.
It would ask what you are looking for and you would tell it. Then it will walk you through different matches for your choice and you will able to select the best option, mirroring the experience you would get while visiting a retail store.
Many companies are already using chatbots. The Vice President of Messaging Products at Facebook, David Marcus had launched Facebook messenger bot in Facebook F8 conference last April and demonstrated how it looks like to do shopping from messenger bot.
2. Categories of Chatbot
The power and cost of a Chatbot Development Service rely on the technology it uses. There are two categories of chatbots –
- Command based chatbots
- AI-based chatbots
Control based chatbots rely on a databank of replies and heuristics — the bots reply by selecting an answer that matches the context of a query. Power based bots cannot create new texts.
3. Characteristics of command based chatbots
- These chatbots can answer a limited set of questions. The chatbot may require manual help for typical problems.
- The chatbot cannot perform functions outside its code.
- Chatbots uses dynamic search or template search for understanding and answering questions.
Machine Learning or AI based Chatbots can answer ambiguous questions. Meaning, you don’t need to be specific whenever asking questions to the chatbots.
The chatbots can create answers from scratch using natural language processing. These chatbots become smarter with time, learning from past questions and answers. Both categories have their pros and cons. To know more about that, you need to contact & hire a developer. For that purpose, See Here Now.
Command based bots can give more accurate and grammatically correct answers but not able to answer questions outside their knowledge base.
On the other hand, AI-based bots need a large amount of learning data and can take time to form longer sentences.
4. Working and uses of chatbot
Chatbots are designed to simulate how a human would behave as a conversational partner. They are used in a dialogue system for various purposes including customer services or information acquisition, although they can’t replace human but can act like one whenever required. They mimic human behavior to serve missions.
For example, when customer service representatives are busy with another customer, then a Chatbot can act like one to serve the waiting customer. In another case when a lot of customers are visiting a website, and they want to inquire more about products and services, a Chatbot can act as an inquiry agent and can serve the purpose.
You can also use Chatbots in research and analysis. They can interact as a human to collect the required data for the purpose. They can understand natural languages and can also give reply if necessary.
So, in short, In industries for research and analysis purpose Chatbots can behave as one of your employees and can do the server job.
Another exciting use of chatbots is Bolt is. Considering the Next Web the company allows customers to either using a free or $5 a month plan to let the bot plan an entire trip itinerary, down to the specific dates and hotels.
It’s intelligent enough also to suggest particular times that would work for you that would also be more affordable. Other travel companies have tried to create human-facing, subscription-based systems using a direct human interface, but the speed of travel booking (and the lack of trust of someone else with your credit card) means that companies like Bolt have a great chance to compete.
Financial institution AMP in Australia is also trialing a bot called “Rosie.” The creator, a company, called Flamingo, does more than the traditional customer service chatbot for the mobile app does because it uses AI to suggest what Flamingo refers to as “complex financial products.”
With the many global and national regulations around finance, the bot has to not only use its own AI to match customers with a product successfully but also has to be correctly programmed not to mislead them.
It may have looked like science fiction even five years ago, but now customers can avoid cold-calling sales associates or bank tellers by making an honest conversation with an AI about their financial future.
5. Reasons behind using chatbot
To scale up your operations:
Chatbots do not suffer from the limitations of a human agent. Where live agents can handle only 2 to 3 conversations at a time, chatbots can operate without an upper limit. By replacing employees with chatbot solutions to perform the work of your human resources, your business can get the boost it needs to enter new markets.
You get many queries from your customers:
If your company receives many customer calls, bots can handle the load of your team of customer support. By acting as the first point of contact, chatbots can screen calls from customers and redirect them to human agents only when required.
You have a range of nearly identical products or services:
If you are selling goods and services which are near substitutes for each other, your customers may need help to choose the right product. Customers also prefer advice when purchasing something expensive, like smartphones, camera accessories, etc. Chatbots can assist customers in getting the right product or service.
You are selling to the millennials:
Millennials are not impulsive buyers. They like to inquire and compare products before they buy. Also, millennials prefer to live chat over phone calls. So, if your product lines are aimed at Millennials, introducing chatbots in your customer service will be a prudent investment.
You are actively marketing content through online channels:
The more you interact with your consumers, the more growth in business you get from them. If you are using online ways to communicate with your customers, then bots can be useful in simplifying specific tasks for you.
You are looking for an interactive marketing platform:
Unlike apps and websites, chatbots do not present a passive user experience. You can use bots for a profoundly communicating marketing campaign. Moreover, the availability of chatbots on platforms like Facebook Messenger means you can reach out to more people at once.
It would help if you drove up organizational efficiency:
If you are burning too many resources in backend support, chatbots can be your way out. Instead of hiring more people for repetitive tasks, install a chatbot and automate everything.
Readymade chatbot platforms you can use
ChattyPeople – One of the viral chatbot platforms available on the internet. It’s free for primary users and requires zero coding experience to set things up.
FlowXO – A very flexible chatbot solution that allows users to create fully automated bots.
BotKit – It is open-source chatbot toolkit, BotKit supports Slack, FB Messenger, and Twilio. It has the backing of an active developer community.
Chatfuel – A platform for pro developers to create their chatbots, Chatfuel requires users to have coding experience. However, its interface is incredibly simple and easy to understand.
MEOKAY – Ideal for use by both developers and novice users, MEOKAY offers flexible and reliable chatbot integration. It also has advanced functions for advanced users.
Recast – A high-quality but straightforward chatbot which you can use across several platforms.
Morph.ai – A platform that helps in setting up your chatbot in three easy steps. Morph.ai uses natural language processing to make conversations more believable.
AI technologies are taking control of our lives, be it the development of smart cities, smart homes, automated workspaces or technologies like smartphones and digital personal assistants. With every innovation, we are moving closer to a more connected and digital future.
Industry experts are unanimous in their opinion that the chatbot technology is still in its infancy. We are only scratching the surface of what a chatbot-enabled future may look.
One thing is obvious though, mobile chatbot is going to stay for long, and their improvement will impact both businesses as well as consumers. The present implementation of Chatbot Development Companies In India in the customer service industry offers businesses a doorway to understanding the future uses of chatbots for different aspects of business operations.
Moreover, it is only through trial can we discover innovative ways of implementing this technology further.
If you are a small or medium business owner who wants to expand his/her business online, then mobile chatbot can play an essential role in your success story. Chatbots can deliver the two crucial requirements for an online store today – quality products and market presence.
With the chatbot, you can use smart Artificial intelligence technologies to keep your users engaged in sensible business to business interaction. It will enhance your knowledge base and help you in developing better products for your clients. Further, you can offer a quicker and more accurate customer support service to customers, growing your brand’s reputation.
Soon enough, every brand will have a bot channel of its own. Chatbots are expected to become as common as business phone numbers, and with increasingly intelligent Artificial intelligence technologies, they will replace human task force, entirely.
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