There’s a lot of hype about chatbots these days and how they can turn your company. Marketers at technology companies promote the importance of chatbots at engineering conferences and company consultants. What’s a chatbot, exactly?
A suite of technologies including artificial intelligence (AI), machine learning (ML), cloud, automatic speech recognition, natural language processing (NLP) and deep learning technologies enable chatbots to appear to behave like humans.
It engages in human-like conversational interactions through voice and text that can be installed in a variety of devices, including mobile phones, web browsers, and chat platforms.
Why do chatbots matter to the enterprise?
The potential benefits of the chatbot for enterprises are significant in their ability to provide services to a range of users and groups including both customers and employees. For example, companies can minimize staff workloads and improve customer satisfaction with an “always-on” customer service chatbot.
Regardless of the organization, customers always have questions. They want organizations to answer their questions quickly, care about their satisfaction and always be there for them.
The typical AI-based customer service chatbot can scale. It’s always available to greet the customer, no matter how many people are asking for help. It knows all the products of the organization and the rules on how the organization wants to communicate.
In addition to being able to process multiple user requests simultaneously at tremendous speed, chatbots can help build customer loyalty and build closer relationships.
What kind of chatbot do you need?
Once the company team has completed the discovery process, it is ready to start designing and building the ultimate chatbot. At this point, it is important to think carefully about the problems that the chatbot will have to solve and the suite of functions that the team wants to integrate into the chatbot.
Knowing exactly what the team needs the chatbot to solve makes it easier to decide the type of chatbot to build. This decision will impact both the team’s development plans as well as the end user’s experience.
Personality, multi-turn capability and context awareness must be provided to them. We should be able to guide the client through any major business process and answer a wide range of FAQ-type questions.
They are typically single-turn-type chatbots that do not require a lot of contextual awareness. They are given fixed commands that are designed to make life easier. For example, “turn on the lights in my living room.
They are in the middle ground between the support and skills chatbots. We need to be conversational and able to answer just about any kind of question while being entertaining at the same time. People engage with them even if they can not execute a command because the answer they offer is interesting or entertaining, or both.
What can chatbots do?
When strategically deployed, customer support chatbots can automate a variety of time-consuming business operations, processes, and events.
Furthermore, it is important to pre-define the functions of the chatbot. Here are six examples of specific roles of chatbots:
- Improve customer service.
- Improve response rates.
- Automate repetitive tasks.
- Reduce employee workload.
- Eliminate clutter.
- Measure performance.
No matter what type of chatbot the company decides to build, it’s important to give them personality. People interact with chatbots because they want to connect in a more natural way than was possible with previous technologies.
Advantages of ChatBots for an Enterprise
- Acting As Personal Assistants
- Offering On-Demand Customer Support
- Providing In-Depth Product Knowledge
- Streamlining Business Processes
- Empowering Your HR And IT Department
- Manipulating Data
- Helping With Business-To-Business Applications
Managing the Chatbot Human Handoff
While most of the inquiries chatbots handle are resolved without a problem, there will always be a percentage of instances in which the conversation will need to be handed off to a human customer agent.
For example, if a customer asks to speak to a human being, the customer should be handed over immediately to a living human person. Often, if the customer is unhappy with the product or service they have got, they typically want a live human agent.
Chatbots should be able to recognize the different categories of consumer sentiment and to deliver the conversation accordingly.
Chatbots are gaining momentum, and a lot of companies are trying to get a conversational agent into their company. Chatbots will be the face of your brand, products, and businesses. On-time implementation will help reap the benefits right from the, and once you are experienced, you can grab more benefits to the chatbots in the near future.