Chatbots from companies like Convertobot are only a small part of the ongoing Artificial Intelligence revolution. Users of messaging applications such as WhatsApp and Facebook Messenger are steadily increasing and number in the billions.
Chatbots are here to stay and will only grow in popularity with more adoption of A.I powered technology. The estimates are that over 85% of customer interactions online will be done by chatbots by 2021.
Other than interacting with customers, chatbots can also do a myriad of other things such as setting appointments and booking flights. In this article I will show you what chatbots are, how they work and how you can use them in your business.
What is a Chatbot?
A chatbot can be described as a computer program designed to mimic human interactions with online users of the program. If a chatbot is used for customer service, it is an automated system of communication with its users.
Both businesses and customers alike benefit from the use of chatbots. With the number of people typically visiting a website, the benefits of using a chatbot such as automation of routine tasks, handling multiple tasks simultaneously and quick information processing are apparent.
The benefits of using chatbots for consumers are also many and include improved productivity, less judgmental conversations and faster purchasing times among others. A chatbot can also let a customer develop their conversational skills and hence enhance social experiences.
Conversational chatbots existed as early as the 1960s but the development of A.I has really given them abilities that could not have been imagined then.
How Chatbots Work
Chatbots can be categorized into either simple chatbots or smart chatbots. Simple chatbots function based on preprogrammed commands and keywords which the developer inputs. Such chatbots do not learn and cannot understand a word or phrase that has not been programmed into it.
Smart chatbots on the other hand, use artificial intelligence to offer suggestions based on words typed by a customer about a certain topic. Moreover, smart chatbots will save these words and use them later for the same or other tasks.
As of now, machine learning through A.I is still very slow and requires a lot of work. The developers and designers of the chatbot need to tend to it like a child until it is ready to handle complex tasks.
You can use chatbots to improve customer service especially pertaining to the speed of service. You can also use a chatbot to streamline your customers’ shopping process as the bot can instantly access a database of customer information when needed.
You can also use a chatbot to customize interactions with customers. Based on earlier interactions, the chatbot will have responses tailor made for the specific customer.
As stated earlier you can use the chatbot to customize repetitive tasks that take much time. You can also utilize chatbots to increase customer response rates and conversion rates.
Online businesses and customers are only just discovering the benefits of using chatbots. These benefits should become more apparent with more exposure. One thing is for sure, chatbots are the future of online business.