Chatbots are a hot topic of conversation in the business world right now. The arrival of chatbots have opened up new, highly interactive, options for customer engagement. It is one of the most useful new technologies that businesses can utilise, augmenting the traditional models and of apps and websites.
A chatbot is a computer program that mimics a human conversation, including textual or spoken language, using artificial intelligence (AI) techniques such as Natural Language Processing (NLP), image and video processing, and audio analysis.
Once of the most intriguing feature of chatbots is that they learn from past interactions and become more “intelligent” (or knowledgeable and accurate, really) over time, much like a human would through training and on-the-job experience. Chatbots work in two ways: rule based and smart machine based. Rule based chatbots offer predefined responses from a data base, build on keywords used for the search. However, smart machine based chatbots inherit its learning capabilities from Artificial Intelligence and Cognitive Computing, and adapt their behavior based on the customer interactions.
Increased customer engagement
Chatbots provide customers with the immediate one-on-one response they are looking for. In this “always-on” world, this is exactly what customer’s demand, at any time of the day or night. This problem-solving assistance and effective guidance will make your customers feel loved, and so they will (hopefully) be loyal to you in return.
Consider chatbots as your brand representatives. After all, you can teach them to behave in a certain way, without running the risk of them having a “bad day” and potentially offending the customer. They have real-time interactions with your customers on your behalf, providing additional touch points with your customer.
Proactive customer interactions
Companies normally follow a “passive customer interaction” model, which means they only respond to customers when the customer initiates the communication. In 2018, companies did not typically have the resources to initiate a communication with all their customers periodically, however chatbots allow you to continue a conversation with each customer, e.g. potentially book a sales meeting with your sales staff, or send relevant product updates or specials. This will improve your brand perception in the long run.
Implementing a fully functional chatbot is much cheaper and faster these days than either creating a cross platform app or hiring employees for each task. Businesses have a variety of platforms to choose from, including those from Facebook, Microsoft and Google.
Since chatbots are automated solutions, they permit organizations to handle many customers at once, and at the same time. By “employing” chatbots, you will not only save on employee costs but you will also avoid the issues caused by human errors.
Chatbots are great for relatively basic and repetitive tasks, freeing your real employees to focus on more value added tasks.
Chatbots for your eCommerce
Hand holds the customer through the buying journey, from finding the right products by powerful filters, handling quick replies to questions or objections, and then allowing them to purchase immediately.
It is possible to connect a secure payment gateway with your chatbot to allow your customers to buy products online. This will make purchasing easy for customers
Behind the scenes of every popular online shopping website is a complex network of activities such as customer service, payments, promotions, tech support, logistics, and market research. A chatbot can help alleviate the pressure by handling some, or all, of these tasks. Modern eCommerce sites need to cater to millennial preferences while keeping their costs in check. 24/7 chat screens manned by friendly chatbots are becoming a feature on more and more online shopping websites.
Easy FAQ Creation
Customers commonly have a set of questions that they frequently ask, and you can help provide the answers they need in an interactive way with an FAQ chatbot. Just as your FAQ page is important for your website to help resolve your customers’ questions, an FAQ chatbot is vital for helping customers get answers, whether using messaging tools or through your social media pages. This type of internet bot will provide quality interactions with your customers and add value to the user experience.
Smart NLP (Natural Language Processor)
Natural language processing (NLP) is a branch of AI that can be defined as the ability of a machine to analyze, understand, and generate human speech. The main purpose of NLP and for which there is high demand, is that it gives your bot a personality, it fills the gap between human communication and computer understanding.
NLP is an interesting area of study at the intersection of artificial intelligence and mathematical linguistics. It aims to allow computers to identify, analyze and use human language so that we can have a conversation with machines using natural languages like English rather than digital ones.
We can customize bots to suit your industry-specific needs:
- Hospitality and Travel
- Call Centers
Build Your Custom Chatbot for Business with Intergy
As a leading technology firm, we know what it takes to craft AI conversationalists that engage and delight your customers!
Whether you know exactly what you need or just want to learn more about how chatbots can add value to your business, we’re here to help.
Intergy offers high-value, cost effective chatbot development services for business. We utilize the latest machine learning technologies, and proven platforms, to create chatbots that get smarter with every interaction.