Chatbots: How efficient are Chatbots for Businesses?
Chatbots are artificial intelligence or computer programs that communicate with users with the help of text, audio analysis, video process, and even graphical interfaces. It is designed not only to solve customer queries but also to collect information about users, assist in flight booking or hotel booking, organize meetings etc.
For example- Travel Triangle has Chatbot that asks users about the kind of destination they are looking for, whom they want to travel with, the budget and the month of travel.These type of Chatbots automate customer support and thereby save time and effort. Over the years the use of Chatbots has increased. Businesses are focusing on using more of Chatbots on apps and websites.
Most people have the misconception that Chatbots are basically used for customer support help. But Chatbots are developed and designed to do far beyond that. Duolingo is another example for Chatbots in App. It is an app that provides a learning platform for people who want to learn foreign languages. The conversation happens between the Duolingo Bot and the users. Users can talk to Duolingo Bot and the Bot helps users in correcting them when they are learning the languages.
Chatbots have the user interface that makes them far more superior than regular app as these types of apps have only a visual interface which consists of only buttons and icons. Due to the chat interface in Chatbots, the overall mobile interface has exponentially improved.
Some companies are building Chatbots to recommend dresses/outfits, buying tips, booking tickets, giving beauty tips, etc. The conversation between Chatbots and people leaves an impression on the people. The rapport that is built is considerably more important than mere ads. The users get an entertaining experience, a better concept of the brand and a long-lasting positive feeling. The data collected from the conversations and the personal information given by users are stored with businesses so that the future conversations can be customized and users to get a more personalized experience. Businesses are responsible to maintain the right balance between privacy and personalization so that users need are fulfilled and they have the best experience communicating with the Chatbots.
Why should businesses give importance to Chatbots?
Chatbots are required in order to get rid of the monotonous and simultaneous processing of different requests. The speed of the Chatbots is higher when it comes to processing requests.In today’s world customers are tech savvy and are connected to most of the social networks. They want a seamless and intuitive experience from the brands they like to engage with. They demand more personalized recommendations and quick responses. Most companies are focusing on addressing these demands by building Chatbots. Since Chatbots are a cost-efficient way of engaging with customers in the right time with the right information, they can help in building trust and empathy for the brand.
Some Chatbots are rule-based which can give specific and predefined responses depending on the keywords used for the search. But there are smart Chatbots which inherit the capabilities from Cognitive Computing and Artificial Intelligence. This feature enables the bots to adapt their behavior based on customer experience and become the human face of a brand.
There are different factors that motivate customers to use Chatbots, such as-
- The assistance or the ease of access to information that Chatbots provide.
- It is entertaining to interact with these bots because of the funny and witty responses.
- Chatbots provide enhancing user experience.
- Customers are curious to find out the capabilities of a Chatbot.
- Chatbots can predict the needs of the customers once the first sale is completed and provide more personalized information.
The Future of Chatbots -
1. Customer Experience-Chatbots are at present found on websites, social media platforms, and apps on smartphones and tablets. They are utilized to make customers’ interaction with a brand fun and easy. With the advancement in AI, Chatbots are going to become more efficient to provide better capabilities and extensive personalization. Chatbots can get embedded with most of the interconnected devices which we use daily. It would probably have more synthesized and personalized decision-making capabilities along with notification about bad weather and guiding multiple options for traffic route.
2. Smarter Workplace-AI bots can not only elevate customer experience but can also improve employee experience within a company. Instead of having a tedious work-flow for employees which could be inefficient and time-consuming, AI bots can help them find the right information from the right source or person. It is important for enterprises to consider investing in a smarter work-space in order to have their employees access information needed for research or any other purpose in a more intelligent and evolving manner. This will make a huge difference within the enterprise and employees will able to achieve workplace goals faster.
3. AI and messaging- When it comes to messaging services, Facebook dominates the market as it owns Messenger and Whatsapp. Facebook is trying to make it easy for businesses by enabling them to use its bot technology. So instead of downloading multiple apps, users can directly text in the messenger for any services that they want. For example- A user needs to check something new or wants to place an order, he or she can directly text in the messenger and get the services.
You can check this video link for more information on services that Facebook Messenger providing to its users.
https://www.youtube.com/watch?v=SN-Lz-DpBwc [Mark Zuckerberg announces Facebook Bots for Messenger]
4. Conversational Interface-Chatbots are not confined to messaging platforms. Conversational Interface in apps is also taking over. Chatbots are one type or form of CI. For example- Quartz is a typing app that delivers news through an augmented conversational interface.
5. Voice Interface-Voice Interfaces are also becoming a trend now since we can that Amazon and Google focusing on Smart Speakers market. Most Bot companies are also taking advantage of blockchain and cryptocurrencies to in order to build up the value proposition.
Conclusion-
Chatbots are eventually going to get smarter. It can run a plethora of algorithms and use analytics to form strategies. A lot of trials are needed before AI Chatbots can master everything. Breaking down the complicated process into a simple yet polite conversation is very powerful. The most advanced Chatbots can improve themselves from time to time taking into consideration the conversations they had. Companies need to stay updated and keep embracing changes in order to stay ahead in this competitive world.
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