Today, when talking about the modernization of customer service, it is difficult not to come across the term Chatbots during conversations, research and technologies employed to offer convenience and revolutionize the consumer experience, especially in the digital environment and on mobile devices, such as smartphones or tablets.
But after all, what is chatbot, how does it work and how can you use it in your own business? To help you understand everything about the subject, we created this content, where we will talk about:
- What is chatbot?
- Simple and advanced chatbots
- Chatbots in customer service
- Advantages of chatbot
- How to use a chatbot: necessary care
With that, you will certainly have a complete sense of this new technology designed to optimize customer service. Without further ado, come on!
What is chatbot?
First, its definition, which can be a little technical. Chatbots are programs based normally on Artificial Intelligence, although there are other types – as we will present below.
These programs aim to simulate human interaction between the user – his customers – and the system, which is usually available through customer service channels such as online chat on its page, messaging applications, etc.
That way, consumers can ask questions through these channels and get automatic responses sent via the chatbot, without the need for their team of operators to take any action.
As it does not depend on human action, chatbots are often used as the first service line, that is, the first interaction available to consumers seeking assistance.
In fact, they can also serve as a sort of screening to direct care between different available sectors.
As we mentioned, in addition to simply introducing what chatbot is, we will explain how you can use it later. But first, it is important that you recognize the different types of chatbot.
Simple and advanced chatbots
There are essentially two main types of chatbots: simple and advanced. The first is based on rules, while the second uses artificial intelligence to process communication. Understand each of them:
Simple chatbot: rule-based
As the name suggests, this chatbot is not really smart, it actually works essentially from a bank of questions with prescribed answers, that is, it is like a FAQ (Frequently Asked Questions) able to communicate with users and customers.
In this scenario, the chatbot is able to distinguish and immediately answer all the questions previously programmed in the program, using identification by keywords to interpret and differentiate them.
That way, whenever the chatbot does not recognize a valid keyword in the customer’s message, he can return a reply stating that he did not understand or even direct him directly to talk to a representative of his customer service team.
Advanced chatbot: based on artificial intelligence
Advanced chatbots are significantly different and superior, although they are also more complex.
The idea of artificial intelligence here refers to the program’s ability to interpret messages and use its repertoire of past interactions to generate valid responses.
In this case, the more interactions and different scenarios are presented for the chatbot, the better your ability to identify what the problem or question is and connect it to the most appropriate answer.
For example, great examples of chatbots based on artificial intelligence are virtual assistants from companies like Amazon (Alexa), Apple (Siri), Windows (Cortana), among others.
Chatbots in customer service
Now that you know what chatbot is, we can explain how they work in practice. However, instead of presenting the technical details, that is, the “backstage” of the program – which is a really more technical matter – we will focus on what chatbots represent for consumers.
According to several statistics presented by Comm100, we can identify some main aspects that impact business globally:
- 59% of all online chats in the world already have a chatbot;
- 53% of companies that use chatbots identify AI (Artificial Intelligence) as a way to develop a culture where the customer comes first;
- 70% of consumers Millennials claim to have positive experiences when interacting with chatbots;
- 57% of companies that use chatbots agree that it brings a great ROI (Return Over Investment, or return on investment), with minimal efforts;
- 90% of businesses say problems are resolved more quickly with a chatbot available for customer service.
Taking this data into account, it is easy to see why more and more businesses are investing in this solution and implementing chatbots in their service channels to offer convenience to the modern consumer and ensure good customer service.
Advantages and functions of chatbot
Knowing more about what chatbot is, it is easy to identify what are its advantages for businesses in different niches. Learn about some of its main functions and evaluate how they can affect the results of your own business.
Among the biggest advantages of chatbot, we can mention the agility in customer service. Because programs are designed to identify keywords and provide related responses immediately, customers do not have to wait until a representative is available to receive a response.
With regard to your chances of retention, offering a low response time is crucial to keep the visitor on the page and also significantly impacts the satisfaction index in relation to the services provided.
If you have well-defined service spikes, you probably won’t need to invest in being available 24/7. However, this does not mean that simply closing your support channels during low traffic hours would be the best option.
In this sense, a chatbot may be able to cover the entire time when your team is unavailable and it costs much less than hiring agents to work these shifts – which is one of the reasons for the positive ROI of the chatbots.
Increases team efficiency
Chatbots automate various processes and are perfect for answering frequently asked questions, which helps to save your team’s time, allowing agents to direct attention to more complex calls.
Precisely for this reason, as we mentioned earlier, several companies use chatbot as the first line of contact and even employ them as a screening process for service requests.
Meets all demand
A chatbot is a computer program and therefore does not have the same limitations as representatives of your sales or customer service team. They are able to work normally regardless of the number of simultaneous requests.
For comparison, the number of calls that a human attendant is able to process in online chat, on average, is just four. Chatbot can respond to ten or more customers at the same time.
Approach through proactive invitations
Among the main features offered by chatbots, the triggers for a proactive approach with automatic messages stand out for their impact on the chances of conversion.
To exemplify, with an online chat platform that offers proactive invitations and visitor monitoring, it is possible to send personalized messages through a pop-up of the chat window.
This resource serves both as a platform to offer assistance and to draw attention to your business differentials, such as special discounts, loyalty programs, among several other strategies for chatbots.
How to use a chatbot: necessary care
Knowing what chatbot is, many entrepreneurs end up having the wrong view of how these programs can impact customer service. Therefore, so that you do not make a big mistake, we must emphasize that chatbots are not a substitute for humanized service.
As good as the artificial intelligence of an advanced chatbot is, it still does not offer empathy and will not be able to replace the interaction between the customer and their representatives.
Considering this, the best use of chatbots in your business is as a reinforcement platform for your team, capable of covering downtime, directing calls and even solving simpler situations.
But in the end, as a Forbes survey indicates, its customers prefer to speak to human attendants – especially customers who are not Millennials. Therefore, it is important to offer alternatives and even allow the consumer to quickly choose to talk to a person.
Ensure a good online service
Now that you know everything about chatbot, what it is, how it works and how to use it correctly to increase your chances of retention and satisfy customers, consider how this type of solution can impact your business.
You may not really need an advanced chatbot, maybe just a simple chatbot will solve your demand, or alternatively, you may only need special features like visitor tracking, triggers and proactive invitations.
Regardless of your choice, remember that chatbots usually do not act alone and, therefore, do not miss opportunities to install a complete service platform on your website with Websites Are Us.
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