The basic goal of a chatbot is to make your customers and customer service teams’ lives easier. According to Chatbots Life, companies will save 2.5 billion customer service hours using chatbots by the end of 2023. After all, time is one of the most important assets from a business’s point of view. Tackling the lower hanging fruits, chatbots can solve simple repetitive customer queries, effectively freeing up a live human agent’s time to solve more serious problems. As a leader, some questions to ponder upon are –
- Are my live agents very busy?
- Do I receive a lot of simple and repetitive queries hundreds of times a week?
- Would I rather have my live agents be well-trained backups who come in only when the bots are not able to help the customer?
What is a chatbot?
Chatbots are computer programs designed to learn and mimic human conversation using artificial intelligence (AI) called conversational AI. There are a few best practices that feed into conversational AI.
Businesses commonly use chatbots to help customers with customer service, inquiries, and sales. But that’s just scratching the surface of how you can use chatbots for business.
Why Are They Important?
A chatbot is often described as one of the most advanced and promising expressions of interaction between humans and machines. These digital assistants streamline interactions between people and services, enhancing customer experience. At the same time, they offer companies new opportunities to streamline the customer’s engagement process for efficiency that can reduce traditional support costs.
A chatbot can enhance and engage customer interactions with less human intervention. It removes the barriers to customer support that can occur when request outpaces resources.
Instead of waiting on hold, customers can get answers to their questions in real time. Less service friction can improve the brand experience for customers.
Bots utilize pattern matches to group the text and it produces an appropriate response from the clients. Artificial Intelligence Markup Language (AIML) is a standard structured model of these patterns. A bot is able to get the right answer in the related pattern. The bots react to anything relating to the correlated patterns.
Natural language understanding (NLU) is the ability of the chatbot to understand a human. It is the process of converting text into structured data for a machine to understand. NLU follows three specific concepts. They are: entities, context, and expectations
Transfer sales-ready leads to Live Chat
When a lead is ready to proceed to sales, the chatbot transfers the sales-ready lead to Live Chat in real-time with native Slack integration. Chatbots provide an exciting way to make the most out of all your interactions with visitors. For every website visitor, chatbots offer a pleasant, quick, and effective experience. It’s a powerful tool to engage with current and future customers as more sales take place remotely.
Marketing Automation allows you to expand your interactions in all directions. Chatbot fulfills functions that are useful for driving leads, nurturing them, and closing deals. You can use them at different levels of the marketing funnel, from lead generation to the point of conversion.