What are the types of chatbot?

Generally speaking, a chatbot is a program capable of automatically executing a dialog. This essential agent for your conversational marketing relies on a variety of apps, including some integrated with instant messengers such as Facebook Messenger, Skype, Slack or WhatsApp.

However, there are several typologies of chatbots with diverse functions and well-defined goals. In order to choose a conversational robot adapted to your needs, it is essential to know all aspects of this specific market!

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Let’s review the different types of chatbots, as well as their main characteristics…

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Your chatbot: with or without artificial intelligence?

There are two main categories of chatbots:

Text Interaction Bots

These are chatbots that do not require the application of a artificial intelligence, since they operate on the basis of commands. They use predefined questions and follow sequential logic, emulating a conversation from a previously established options menu.

Although this is the most basic type of chatbot on the market, they generate a good level of engagement if you get to give them a natural tone, with responses that seem human. This bot is ideal for simple questions that do not require the intervention of an advisor, such as:

  • Information about the brand
  • Questions about delivery times and options
  • Data about your products or services
  • Requests on a tutorial, recipe or user manual

This list is not exhaustive but remember that text interaction bots are suitable for all questions that call standard answers.

These robots will help reduce customer service from simplified requests.

For example, the Pass’Région de la Région Auvergne-Rhône-Alpes chatbot belongs to the category of “textual interaction bots”:

However, for more complex worries, human intervention is paramount.

This type of chatbot will have to offer a “contact an advisor” option and send the request to an internal person to take over.

Chatbots with Artificial Intelligence

These robots are technologically more complex, they rely on artificial intelligence and machine learning. This means they have the ability to understand and process natural language to provide more personalized answers.

Contextual, these chatbots are capable of interpreting user intent and formulate answers from scratch, giving a more dynamic and authentic meaning to the conversation.

These so-called “cognitive” robots are able to learn from past interactions, allowing dialogues to become more fluid and accurate.

Of course, they can also solve simple operations by providing automatic solutions.

For example, the Ramsay Foundation chatbots, whose goal is to help you take care of your health, have been enriched with data by health specialists. Equipped with artificial intelligence, they learn every interaction to provide personalized advice to their users.

With each goal, its conversational bot

Technology influences the quality of responses provided by the chatbot to users. However, this is not the only parameter to consider when developing your conversational agent. You need to ask yourself an essential question:

What will be the purpose of the chatbot?

From the answer will flow the whole process of creating this virtual wizard.

Let’s see together the different types of chatbots that your company can develop (or have it grow!).

Customer interaction chatbots

These chatbots are intended to meet the immediate needs of customers. With these technologies, users can remove their doubts and get instant information.

These virtual assistants are proving to be a way to reduce costs, improve customer service and even increase sales.

Also read: Chatbot: 5 reasons to adopt it!

Air France, for example, has a chatbot that helps Internet users to find a quick answer to frequently asked questions. Customers can quickly receive flight data, their reservation, baggage and even file a claim:

Customer support chatbots

Many companies in the fashion, cosmetics, travel or e-commerce sectors use this type of chatbot. Its objective is clearly to increase sales by guiding consumers to products tailored to their needs.

This virtual wizard usually asks the user a series of questions. These questions are intended to feed artificial intelligence regarding its expectations. As soon as it has enough data, the chatbot can make a personalized offer to the customer.

The latter only has to click on the proposed product or service to be redirected to the site, before giving in to the purchase.

There are several examples of highly effective customer support chatbot. In the tourism sector, you have Flybot, a conversational agent that compares flights to a destination. He then indicates the cheapest tickets and the user only has to book his seat.

On the shopping side, The Village offers you to chat with virtual assistants (but humanized) to help you find the product of your dreams.

Marketing Conversational Agents

Did you know that it is possible to send targeted information regularly to your prospects and customers via a chatbot?

You certainly have an emailing strategy right now. Surely you send your new blog posts via a newsletter. For the most Experienced among you, you have also invested in a marketing automation tool that feeds your prospects… Even by maximizing your email campaigns, you will never get as good as those obtained by chatbots.

According to the results of an experiment led by Neil Pateil, a message sent via Facebook Messenger can get an opening rate of 88% (against 33% on average for an email) and a click rate of 56%!

A message sent via #Facebook #Messenger can get an opening rate of 88% (against 33% on average for an email) and a click rate of 56%! Click to tweet

If you do not give up email, offering an alternative via WhatsApp or Facebook to your readers is highly recommended. Your most mature prospects and loyal customers will gladly agree to receive your quality information via email instantaneous. Given their performance, this initiative will certainly allow you to increase your sales!

Many media have been engulfed into this opportunity (like AutoPlus, below) and offer to receive their latest articles directly via Messenger. The goal is to increase traffic on their site, to increase their advertising remuneration.

Bots for social networks

Companies are increasingly communicating with their customers via social networks. Tweet or private message on Facebook is so much easier than writing an email or picking up your phone.

Since chatbots are a valuable help for customer service, it’s no wonder these virtual assistants stormed social media.

If you want to optimize your presence on social platforms, consider including a chatbot in your strategy. Your company will be able to respond in real time and 24 hours to customer requests.

For example, SNCF offers a Messenger chatbot that answers questions about traffic on its lines (most frequently asked questions!). But if the user has another request, the bot can put it in contact with an advisor.

Internal chatbots

Most of us hear about chatbots dedicated to customers or marketing goals. However, there are conversational agents who respond, accompany and refer employees in a company. The goal is to increase the productivity, as well as the quality of the work of employees.

For example, Flunch has made available to its employees a chatbot capable of giving them answers about recruitment, technical aspects of their work, standards, etc. The goal is to save them time by centralizing common questions with a virtual contact.

Do you want to optimize your customer service, humanize your social networks or centralize internal information? Developing a chatbot may be a solution!

Contact us if you want to boost your conversational marketing and offer a chatbot to your customers!