What are chatbots and how use it in my customer experience?

What are chatbots and how use it in my customer experience?

With the rise of technology, artificial intelligence comes closer and closer to human life. Soon the usual messaging that we use to communicate will be far behind a new, innovative step towards a useful and interactive technology – the chatbots.

What is a Chatbot?

You may also have come across the terms chatterbot, talkbot, Artificial Conversation entity or just Bot. They are all names of the chatbot – a computer program that is designed to carry out communication with humans using artificial intelligence through textual or auditory methods.

Chatbots are usually used in dialog systems to help out customer services or information obtainment. The interaction between business entities and clients demanded a new way of contacting, and in 2011 this conversational application was invented. You can encounter a chatbot on web sites; social media and your own smart device – a tablet or cell phone.

Today, chatbots are developing in an even more futuristic way. The further builders tend to look far in the future – their new goal is creating more human-like bots, with particular personalities that would be able to recognize voice patterns and detect non-verbal lines for a smother conversation.

Examples of chatbots

1. Messenger from Facebook

If you thought this is a very complicated subject which you have never got in touch with, you are wrong. A very simple example of a chatbot is Facebook’s application to send and receive messages – Messenger. Besides its functionality on a basic level (communicating with friends), this app intends to turn into something more: a business messaging power plant. Its owners integrated peer-to-peer payments in 2015, so that business parties could interact with customers within the app.

The advantages of this action are obvious, you get the best of both worlds – you can get in touch with any company you would like to buy from directly from your phone. On the other hand, the company gets it all easier to find and increase the number of clients since communication has been eased to the limits. In other words, a company using this app not only gets more leads but succeeds in turning them into real opportunities.

2. Allo from Google

If you thought Messenger had no competition, take a look at Google’s new communication app – Allo. The app was released last year and has the usual neat features – privacy and self-expression. It has a Smart Reply feature – it’s able to understand the context of your personality and reply automatically. Another interesting component of Allo is @google – the digital AI assistant of the application. Thanks to this, the Allo bot can be extremely useful: the Google assistant can help you in any activity related to searching on the Internet. You can ask for an organization of your Gmail, get information about upcoming products on Google store, and ask to get directions.

Isn’t it nice to have your own assistant in the murky virtual world? In the meantime, you can also use the app as a regular messaging tool with all its features – stickers, photo options and even varying font sizes.

How to improve customer support with chatbots?

Since the websites of diverse companies have become a self-service area, it is of great importance that the services are easily provided. The chatbots evolution now makes it a piece of cake for entities to reply within minutes on basic questions, such as: “What time do you open?” or “Do you sell that model in plus sizes?” The auto reply function is revolutionary score in chatting with your customers. It’s faster, makes you available 24/7 and keeps loyal buyers on your side. Moreover, if a person wants to ask a non-fundamental question, you can react immediately and provide quality experience.

Careful use of chatbots

Chatbots may be a new and easy technology to communicate with your customers, but stay aware of the potential dangers concerning privacy policies, branding and data localization. You might need to pay attention to children’s protection and set your chatbot to recognize users at inappropriate ages. The best way to stay protected but in touch with your clients is to get to know them, what apps they use and how they communicate.

By doing so, you will arrange the best chatbot features and stay protected at the same time. This cheap but effective customer service may include some risks, but it is an optimal investment for the lifestyle of the 21 century.

Tools to create a chat for your company

There are a few tools available to start creating a chat for your business. They require more advanced knowledge in programming, others are simpler and do not require technical knowledge.

Chatfuel
Chatfuel is a tool that allows you to create a bot for Messenger, from Facebook. That’s right, you can create a bot to serve your customers through your company’s Facebook. Chatfuel does not require technical programming knowledge and is free.

Wit.ai
This tool allows the creation of a service bot through text or voice, for several platforms. It requires a bit more technical knowledge, but it’s all well explained. It is also free.

Api.ai
Api.ai is a chatbot creation tool that integrates with more than 10 tools. It is possible to integrate simple methods – one-click – or customized, for those who already have more experience. A free tool too.

Mybot.be
Mybot allows you to create chatbots in an easy and guided way, such as configuring software. It has an editor where you will be quoting as messages and interactions.

I understand that behind a happy consumer, there is always a team working hard to make it possible. As an entrepreneur, I want to facilitate and provide ways for companies to deliver an incredible experience for their customers.

Willian Becher – who has written posts on loyalnow.


2 thoughts on “What are chatbots and how use it in my customer experience?

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