Chatbots have been part of business communication platforms for quite some time. These conversational computer programs help customers do a variety of tasks online, without any hassles. These programs help with various online tasks such as ordering a meal, booking a cab, or even planning a vacation. According to experts, private messaging apps are taking over social media platforms. For instance, Messenger, Facebook’s messaging platform, has over 900 million users and 100,000 monthly active bots. With one-on-one and group chat becoming the dominant method of communication, there are almost unlimited opportunities for bots to contribute.
Driven by AI, automated rules, natural-language processing (NLP), and machine learning (ML), chatbots process data to deliver responses to requests of all kinds.
There are two main types of chatbots.
Task-oriented (declarative) chatbots are single-purpose programs that focus on performing one function. Using rules, NLP, and very little ML, they generate automated but conversational responses to user inquiries. Task-oriented chatbots can handle common questions, such as queries about hours of business or simple transactions that don’t involve a variety of variables. These are currently the most commonly used chatbots.
Data-driven and predictive (conversational) chatbots are often referred to as virtual assistants or digital assistants, and they are much more sophisticated, interactive, and personalized than task-oriented chatbots. Digital assistants can learn a user’s preferences over time, provide recommendations, and even anticipate needs. In addition to monitoring data and intent, they can initiate conversations. Apple’s Siri and Amazon’s Alexa are examples of consumer-oriented, data-driven, predictive chatbots.
Advancements in AI have enabled chatbots to become excellent first-line assistance to handle basic user queries. However, it is also true that they cannot replace the human touch. There are times when they need to transition the conversation to a live agent for complex queries/tasks.
Additionally, they enable the agents to assist users from various geographies, by providing a multilingual support.
ollow along as website visitors move from page to page. Capture critical information including if they’ve been onsite before, how they arrived (such as search engine keywords used), geographic information, and more. And use the information to deliver a truly personalized live chat service.
Monitor chatbot performance and improve customer engagement.
Track custom campaigns through UTM and get better insight on ROI
Split visitors through AB testing to improve chatbot performance.
Switch to better conversational flow through Goal Tracking
Always on duty 24x7, 365 days a year. No holidays or off-days
Use artificial intelligence to understand and reply to a query
Easy to adjust or update the parameters
Complete flexibility according to the specific requirements of a business
Free up your personnel for other important tasks
Reminders about important tasks to be completed
They are bringing a new way for businesses to communicate with the world and most importantly with their customers by the help of exploding popularity of messaging apps, the accelerated development of all kinds of sensors and wearables and of course with the rise of emerging technologies and Artificial Intelligence (AI).
Keeping Up with the Trends: Being Present on Messaging Platforms
Improved Customer Service
Increased Customer Engagement
Monitoring Consumer Data & Gaining Insights
Better Lead Generation, Qualification and Nurturing
Easier Approach to Global Markets
Chatbots don’t sleep. They’re there whenever a customer needs them, providing immediate feedback 24/7. With the proper website chat management, you will ensure your bot can process large quantities of customer information, organize it, and provide faster feedback.
Customize chatbot by adding visual elements to reflect your brand identity
Recommend products and push offers to the right person at the right time
Turn visitors into customers with human-like multi-turn conversations