A chatbot is a software that is designed to interact with humans and has a conversation with them in real-time while answering the questions that these users ask them. Previously, this chatbot was programmed with the most relevant information, data that it uses precisely to respond to user concerns.
"It is a computer program that simulates and processes human conversations (whether written or spoken), which allows humans to interact with digital devices as if they were communicating with a real person," emphasizes Oracle on its website, one of our partners.
There are different types of chatbots, with different levels of complexity and sophistication. Just as there are platforms that can be programmed to respond to the most basic concerns of users, such as queries about store hours or questions about the services offered by a company, to offer a much more personalized service.
The benefits for your company of a customer service chatbot
Customer service is an essential part of any business, arguably the most important, so keeping this process running effectively is paramount. Not only training human staff is enough to achieve good service, but a chatbot tool can also help during that first contact that your customers have with your services or products.
Here are the immediate benefits of having a chatbot for initial customer support:
Speed in response
Currently, the main form of interaction with customers or users is through a chat. A chatbot tool will allow your company to offer a quick response, without having to make the client wait for a worker or collaborator who can attend the chat, without neglecting the other messages.
A virtual assistant brings efficiency to all departments. Customer service chatbots are designed to answer any question in several languages, adapt to the needs of the company, and take less than a second to send the information that the customer requested.
Personalization
There is some information about the company, its services, and products that can only be handled by its employees, right? With the right AI tools, a chatbot can provide all of this information.
In an optimal and fast way, the customer can obtain data such as invoice payments, order status, and available discounts or solve any problem they have about the products or services they purchased.
Self-service for a high number of customers
If we leave attention via chat or email in the hands of a company's employees, they have a fairly limited number of requests and conversations that they can attend to at the same time. A chatbot can be configured to serve hundreds or thousands of users at the same time without any problem.
Chatbots, by understanding the client's intentions and through a natural language process, can attend to all requirements without leaving anyone waiting for a response to their request.
Customer service staff can focus on other issues
By having an effective chatbot tool that can handle all the messages and requests that are made through the company's website or instant messaging applications, the human staff frees up several hours of their day so that they can focus on other tasks, such as for example strategies to improve customer service.
Sales improvement
Chatbots with their scalable technology and machine learning can detect a customer's interests in other products or services similar to the one they are inquiring about. For example, if a user asks about medication for a headache, the chatbot offers the correct answer and can also suggest some other medication for a fever or a condition associated with headaches.
Customer satisfaction
Perhaps one of the most important benefits of having a chatbot. Keeping the customer happy and satisfied is essential for any company and one of the ways to achieve this is to always offer a quick response to their requests, which you can achieve with an automated message tool.
Total availability
Having a human team pending customer service through chat can be complicated when it comes to being present 24 hours a day, every day. With a chatbot, this is completely solved since it can be configured to be always active and respond to user requests that can arrive at any time.
With this, you reduce the workload of the staff in the customer service department and also reduce the company's expenses on payroll.
Reduce customer wait
One of the biggest regrets for a user who attends a company is having to wait to be attended, or even when doing so through a chat and these are handled by a limited human team.
With chatbot none of this happens, the person will be attended to immediately, eliminating the tedious wait that in most cases discourages the client and prefers to go to another company where they will attend immediately.
These are the main benefits of having a chatbot ready for customer service.
What is an AI Chatbot?
A chatbot tool is among the most used by companies on their websites to maintain constant contact with their customers and users. This feeds on the information that the developer adds to it, in addition to using artificial intelligence elements to be able to respond to people's concerns.
But what is an artificial intelligence chatbot? In an article shared by the Giosg portal, they explain "AI chatbots are software programs that understand spoken or written human language based on natural language processing (NLP) capabilities.
"This means that an AI chatbot can detect the intent of a query that a user enters and provide the best response it deems appropriate. Machine learning is also an important aspect of AI chatbots as it allows AI chatbots to learn and improve more or less according to the experience".
Differences between conventional chatbots and artificial intelligence chatbots
The main difference between these two types of chatbots is that the one based on artificial intelligence allows the user to keep the pace of the conversation, as if he were talking to another person, while the conventional chatbot has predetermined questions and answers, of which never strays.
In detail, these are the differences:
Conversational AI chatbots:
- Natural language processing
- Machine (deep) learning
- Learn from collected data over time
- Respond in complete sentences
- Allow users to type responses freely
Rule-based chatbot:
- Operates by pre-programmed commands
- Doesn't need large data set to output a response
- Users can only input what the chatbot allows them to
- Doesn't adapt over time without human intervention
At Rootstack we have helped our clients develop automated chat tools with which they have been able to successfully meet the needs of their users and visitors on their websites. Do not hesitate any longer and contact us, we can help you develop the chatbot platform that will allow your website visitors to obtain all the information they are looking for and convert them into your potential clients, increasing the productivity and profits of your company.
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