In this article, we will not only acknowledge the importance of integrating Your business with the chatbot but also suggest to You the best Chatbot for Your business in order to retain customers to Your business. So, Let’s get started.
Table of Contents
What is a Chatbot?
A chatbot is a program that uses AI (Artificial Intelligence) and NLP (Natural Language Processing) to understand customer questions and automate the related answers, simulating human conversation.
The value of chatbots
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Chatbots make it easier for users to get the information they need, as they respond to their questions and requests, through text input, audio input, or both, without the need for human intervention.
Nowadays, chatbot technology is almost everywhere, from smart speakers at home to messaging applications in the workplace. Newer AI chatbots are often referred to as “virtual assistants” or “virtual agents.” They can use audio input, like Apple’s Siri, Google Assistant, and Amazon Alexa, or interact with users via SMS messages. In both cases, you can ask questions about what you need in a conversational way, and the chatbot can help you refine your search through answers and follow-up questions.
How do chatbots work?
In the past, chatbots were text-based and programmed to answer a limited set of simple questions with answers that were pre-populated by the chatbot’s developers. They functioned as interactive FAQs and, while they provided good results for the specific questions and answers they were trained on, the same did not happen when they were presented with a complex question or one that had not been foreseen by the developers.
Over time, chatbots have integrated more rules and NLP (Natural Language Processing), thus allowing end users to use them in a conversational way. In fact, newer types of chatbots are context-aware and are able to learn as they come into contact with more and more human language.
Today’s AI chatbots use NLU (Natural Language Understanding) to discern user needs. They then use advanced AI tools to determine what the user is trying to do. These technologies rely on machine learning and deep learning – elements of AI, with some slight differences – to develop an increasingly granular knowledge base of questions and answers based on user interactions. This improves their ability to accurately predict user needs and respond correctly over time.
For example, if a user asks about the weather for the next day, a traditional chatbot can clearly answer whether it will rain. An AI chatbot, however, could also ask if the user would like to set an earlier alarm to accommodate longer morning commute times due to rain.
Comparison between chatbots, AI chatbots, and virtual agents
Sometimes you may notice that the terms chatbot, AI chatbot, and virtual agent are used interchangeably. And it’s also true that some chatbots now use complex algorithms to provide more detailed answers.
However, it is worth noting that the deep learning capabilities of AI chatbots mean that interactions become increasingly accurate over time, building a network of appropriate responses through their interactions with humans. The longer an AI chatbot has been running, the more valid its responses become. Therefore, an AI chatbot using deep learning can provide a more detailed and accurate answer to a question and, more importantly, the intentions hidden in the question itself, than a chatbot with newly integrated algorithm-based knowledge.
Advantages of chatbots
The latest AI chatbots process data within human language to deliver highly personalized experiences, creating clear benefits for businesses and customers.
Improve customer engagement and brand loyalty
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Before the age of e-commerce, customers who had questions, concerns, or complaints had to write an email or contact a company by phone to have a human answer them. However staffing customer service departments to meet an impossible-to-predict workload and retraining staff to provide consistent responses to similar or repetitive questions, day and night, is a constant and time-consuming effort for many companies.
Today, chatbots can consistently manage customer interactions 24/7 while continuously improving the quality of responses and keeping costs down. Chatbots automate workflows and free employees from repetitive tasks. A chatbot can also eliminate long wait times for customer support provided by phone, or even longer wait times for support provided via email, chat, and web forms, because they are immediately available to any number of users at the same time. This is a great user experience, and satisfied customers are more likely to show brand loyalty.
Reduce costs and improve operational efficiency
Staffing a customer service center around the clock is expensive. And for some departments, such as human resources, that may not be possible. Sectors have been created to deal with the outsourcing of this function, but this comes at a significant cost. It also reduces control over the interaction between a brand and its customers.
A chatbot, on the other hand, can answer questions 24 hours a day, seven days a week. It can provide a new first line of care, supplement care during peak periods, or offer an additional care option. At a minimum, using a chatbot can help reduce the number of users needing to talk to a real person, which can help companies avoid hiring more staff due to increased demand or deploying more staff which guarantees assistance 24 hours a day.
Generate sales opportunities and satisfy customers
Chatbots can help generate sales leads and improve conversion rates. For example, a customer browsing a website to research a product or service may have questions about different features and various attributes or plans. A chatbot can provide these answers, helping the customer decide which product or service to purchase or take the next logical step toward the final purchase. For more complex purchases, characterized by a multi-step sales process, the chatbot can recognize the sales opportunity before connecting the customer to a qualified sales agent.
The Best Chatbot for Your Business
If I suggest one Chatbot that You should integrate with Your website then it’s Livechat. Because with Livechat You can easily turn website visits into sales and customer satisfaction for Your business.
Key Features
Benefits
