How to choose an agency for setting up a chatbot?

What is a chatbot? In the world in which one lives, it is an existential or even spiritual question. For those who think of a cat, you definitely need to read this article. For others, we’re sure you‘ll learn something .

Technology occupies an increasingly important place in our daily lives to such an extent, in fact, that Gartner predicted that by 2020, a lambda person would have more conversations with chatbots than with his spouse. Driven by the promise of intelligent digital support 24 hours a day, more and more companies are using them to communicate with their customers , in addition to the traditional channels of phone, email and social media.

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Clearly, chatbots are designed to be a true assistant virtual, boosting productivity and efficiency.

How to explain the skyrocketing in popularity of the chatbot? JoliPixel investigated and offers you its report “what companies need to know about chatbots and what they can do to take advantage of this technology”.

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But what is a chatbot, exactly?

Technically speaking, a chatbot (derived from “chat robot”) is a computer program that simulates a human conversation , either by voice or text communication.

A chatbot performs an automated task, such as answering FAQs or making appointments. They usually improve over time thanks to artificial intelligence and deep learning .

This is not a chatbot ! A chatbot is therefore software that can have conversations with humans.

How do chatbots work?

Chatbots work by analyzing and identifying the intent of the user’s request to extract relevant data from it, which is the most important task of a chatbot. Once the scan is performed, an appropriate response is provided to the user.

What are the different types of Chatbots? Remove this image from your head

In order to understand what a chatbot is, it is important to know that there are three types of chatbot:

  • Scripting

Conversations with scripted chatbots follow only predetermined paths. It’s like a FAQ so to speak. To determine the next step of the conversation, the user must choose between explicit options . These options can be presented in different ways (i.e. text, voice, tactile response, etc.) depending on the characteristics and design of the chatbot.

  • Intelligent

These chatbots accept more input from users because they use artificial intelligence (AI), which allows for greater flexibility. They are able to accept free contributions in the form of voice statements or text. Thanks to AI, these chatbots can improve over time the more they are used (which is why they are called “smart” chatbots!). However, it is important to know that their intelligence is limited. Even if AI works very well in limited areas of knowledge, or for point instructions, bots have limits. For example, it would be very difficult for these robots to understand the context or use their “memory” to continue the conversation. We’re not at the level of a terminator yet but it’s already quite a lot.

  • Application
  • This is still not a chatbot!

Since smart and scripted chatbots can have graphical interfaces, application chatbots are not really a separate category of bots. GUIs become an important concept for chatbot developers, as they often allow users to perform the actions they need more efficiently.

Misconceptions about chatbots

However, this definition often leads to two truncated designs .

1. The first is that chatbots are able to have conversations with humans in the same way that a human converses with another human. After all, it is not so difficult to imagine software or robots communicating with humans in natural language.

Science fiction is full of examples. Chatbots are primarily a matter of human interaction .

Even if this is the ultimate goal, the current technology does not yet make it possible. This misconception often leads to unrealistic expectations about what chatbots are able to do today. As language processing technology improves, we should expect chatbots to do more work. Then we can all sink it soft.

2. Another common idea is that chatbots are able to communicate only by using voice or writing. The reality is that chatbots also allow users to interact via widgets or graphical interfaces . A variety of chat platforms, including Facebook Messenger and WeChat, provide access to web views where developers can customize graphical interfaces.

Example of a chatbot application

Here are some examples of chatbot applications: As mentioned earlier, chatbots have many different uses, which is why it is sometimes difficult to define them in precise terms. In fact, chatbots can be used in any company or industry, in the same way they use websites or apps. The possibilities are endless ! Here are some examples of chatbot applications:

  • A chatbot app that helps users in their online shopping process
  • Which provides customer service by answering questions and helping perform tasks
  • A chatbot app that helps customers book flights
  • A chatbot app that allows customers to place orders Online for Take-Out Restaurants
  • Marketing campaigns that ask users questions or allow them to play a game using a chatbot.

The Lidl UK chatbot gives recommendations A bit more concrete example: Beauty retailer Sephora uses a messaging chatbot service. Features include the Sephora Booking Wizard (a chatbot that helps customers quickly identify store locations and take appointment) and the Color Match (a bot that allows users to scan an image with a smartphone and instantly receive the closest color match to the Sephora product line).

The above examples may also allow customer service agents to intervene in the conversation if necessary. This could be a premium service offered by companies who want to improve the customer experience.

Why use a chatbot?

Chatbots improve operational efficiency and allow businesses to save money, while providing additional comfort and services to customers. They allow companies to easily solve many types of customer questions and problems while reducing the need for human interaction.

According to Forbes, 80% of specialists of marketing were planning to start using a chatbot somehow by 2020. This is an important reason why brands invest in improving the customer experience.

  • Reduce Customer Wait Time:

According to the Ubisend report, 21% of consumers consider chatbots the easiest way to contact a company. Chatbots are a smarter way to ensure customers receive the immediate response they are looking for without keeping them waiting in a queue.

  • Availability 24 hours a day, 7 days a week:

68% of customers turn to a competitor if they think you don’t care about them. Robots are always available to encourage customers to immediately answer the questions they ask frequently. The main potential benefit of using chatbots is customer service available at any time of the day.

  • Better customer engagement:

Conversation robots can engage customers 24 hours a day by launching proactive retention and offering personalized recommendations that enhance the customer experience.

  • Scalability:

Robots can be easily scalable during peak hours or manage an unlimited number of customer conversations at no additional cost to customer service.

Reducing Customer Service Costs :

Juniper Research estimates that chatbots will help businesses save more than $8 billion a year by 2022 . Chatbots help businesses reduce customer service costs by hiring more support agents that require additional costs such as salaries, training and infrastructure costs.

  • Automate the qualification and sale of prospects:

You can automate your sales funnel with chatbots to pre-qualify prospects and direct them to the right team for further development. Being able to engage customers instantly increases lead count and conversion rates.

  • Reduce customer attrition rate:

Engaging your visitors is arguably the safest way to reduce bounce rates and then increase conversions. With chatbots, you can strengthen your engagement strategy and keep your visitors connected.

What future for chatbots?

Now that you know what a chatbot is and how important it is to your business. You will certainly agree that chatbots have radically changed the way companies interact with their customers.

Artificial Intelligence robots have become an essential part of customer engagement strategyThis is a chatbot (I know you are disappointed) . With the continued development of AI, their role in businesses will only grow.

In order to set up an effective chatbot, you can follow the following guidelines:

Identify your business needs and build the robot on your key use case. Your bot needs to match your business requirements and improve customer satisfaction. It is of course possible and advised to measure the return on investment of the bot.

It was a loooong article, hopefully it will be useful to you. In the meantime, we send you a snack pause: What is a cookie?