What is a chatbot? Wondering what a chatbot is? This fashionable term in recent years has several surprises for you.
Also to discover : How to install a Facebook chatbot?
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Know all about chatbots
According to Gartner, by 2020, more than 85% of corporate interactions with customers will be processed without any human intervention. How is this possible? With the invention of chatbots, these personalized assistants who will serve as direct contact within companies, 24 hours. We explain what a chatbot is and why you will need to use it, regardless of the size of your business.
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Chatbot is a robot with artificial intelligence, which can chat with visitors to your website or Facebook page, for example to present your services to them or answer their questions. In short, the chatbot plays the role of an assistant in charge of customer relations: for this reason, it is also called a “conversational agent”.
For the short story, the chatbot does not date from yesterday since the first similar program was designed in 1966: it was ELIZA, a program with artificial intelligence (AI) developed by Joseph Weizenbaum, professor at MIT. This ancestor of the chatbot was created to simulate a psychotherapist: recognition of keywords, this program could reformulate the claims of its patients in interrogative form. On the other hand, he could not yet answer the questions. It was in 1995 that a chatbot capable of simulating a conversation with a human being, ALICE (Artificial Linguistic Internet Computer Entity), was developed. Since then, others have succeeded, including the now famous Siri, Alexa, the Google Assistant, and the Messenger chatbot.
The chatbot has many advantages for businesses, and that is why it is increasingly popular. It makes it possible to automate simple interactions, such as responding to a contact request or a request for rates. It also makes it possible to replace emailing tools, which are deemed ineffective: 80% of messages sent by chatbots are read, compared to 20% of messages programmed via tools of emailing! Finally, the chatbot has the advantage of being available 24 hours a day. Among the chatbots most used by businesses are the Messenger chatbot, the Slack app, or the website chatbots).
The different types of chatbots
There are two types of chatbots:
- Chatbots that allow you to manage basic to advanced interactions (questions from the FAQ, pricing, coordinate, appointment booking), such as ManyChat or Chatfuel;
- More worked chatbots that make it possible to really understand the asks users via a semantic analysis of their messages (i.e. based on context, not keywords). These chatbots can perform actions such as placing an order or managing a claim.
How does a chatbot work?
The most basic chatbots use a library of questions and previously learned answers to answer questions posed to them. However, more and more, chatbots are equipped with natural language processing technologies (NLP) technologies and machine learning capabilities and are therefore able to understand and learn messages in natural language. Some, including Cortana, Siri or Alexa, may also recognize the user’s voice (voice recognition). Artificial Intelligence now allows some chatbots to recognize if your message has a negative or positive intonation!
Concretely, when you interact with a chatbot, 3 concepts come into play:
- The context: chatbots can now differentiate between different interpretations and choose the right
- Mimicry: chatbots will feed on conversation excerpts and respond to yours by mimicry
- The lexicon: chatbots are now able to recognize the meaning of a single query, even formulated in different ways
The synthesis of these 3 concepts gives what is called smart data.
How can the chatbot disrupt the everyday life of businesses?
Chatbots are great marketing tools for businesses of all sizes. Today, there are tools to easily create your own chatbot, from templates (like ManyChat) or not. The principle is simple: just define a series of triggers, such as a keyword, a conversation, a click; then the actions that will follow: reply by message (the famous welcome message), ask another question, return to a landing page presenting your company’s services… For this reason, chatbots are no longer today reserved for large companies!
The chatbots offer many options to businesses. They can first serve as customer support: more and more often when you contact a company on Facebook or Twitter, chatbots respond to you. Chatbots allow your business to be responsive and above all to provide a personalized response to your interlocutor: instantaneity and proximity are the keys to tomorrow’s customer relationship.
In addition, chatbots can help customers in the buying process, which will allow you to boost your conversion rate: help them choose their dish based on their food preferences, orient them to a price based on their budget… Chatbots make actions more direct and easier, just like of the Chinese chat bot WeChat that allows you to schedule medical appointments for you or book your next holiday…
Finally, the chatbots allow automation of actions. They will therefore allow you to create automated sequences of emails, more efficient than emailing tools that go directly into spam.
By Guillaume Girod You will have understood: the chatbot is essential for companies that want to differentiate themselves and improve the customer experience, at the heart of the customer relationship of the future!
Why does the chatbot make your site more attractive to Internet users?
As we know, a website must succeed in capturing the attention of the Internet user. The latter is a potential consumer and can therefore become a customer of the sites they view. The sites must therefore be clear, and important information must appear in the eyes of Internet users in the first seconds.
So it is necessary work on the design of the site, and on the keywords that appear directly. And some methods exist to make sites more attractive, and this is the case with the chatbot. The user can ask questions and find answers quickly, thanks to the artificial intelligence of the chatbot.
He doesn’t have to look for his information, they come directly to him. It is also playful for him who feels like talking directly to a person. To create a chatbot for the wordpress cms, nothing simpler. You can, in a few clicks, discover everything you need to know about the chatbot in order to include one, in terms, on your website.
This is an opportunity to offer quality support 24 hours a day, seven days a week, so feel free to make a qualitative leap with a chatbot.
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