Its use is gaining more and more ground within companies, which see technology as a way to strengthen the relationship between users and institutions and establish instant communication, reducing service costs and optimizing team productivity .
How does the chatbot work?
For the software to function properly, chatbots need to understand what users are searching for and respond to messages accordingly.
The steps used are:
User message;
Content analysis;
Identification of intention;
Extraction of important data;
Formulation of response.
For chatbots to understand messages, it works in two different ways: through rules or through artificial intelligence.
The first is through guidelines, that is, when the software performs the intended task, only those that are in the company's database, and the vocabulary used is limited to what was previously defined.
The second is through artificial intelligence, which is capable of interpreting user information so that the more it interacts with people, the more it can learn to perform other types of tasks. It could be said that chatbots seek to learn our language to provide the best solutions for our customers' needs.
Types of chatbots
You can serve your online business customers using two types of chatbots :
Chatbots for Customer Service/SAC
Consumers are constantly calling to ask about simple, everyday situations. Using chatbots to perform advance triage can help scale services.
The first point of contact can be a filter that analyzes the consumer's needs. This action can be performed through a chatbot. Only when the issue is highly complex does it need to be escalated to a human agent.
Chatbots for lead capture
Frequent visits to the company's websites for information, research, and purchases. The initial contact doesn't reveal the reason for the visit, but the chatbot actually does the work of prospecting, capturing, and converting future leads .
How important are chatbots in a company?
Chatbots are one sudan telemarketing database way to improve the customer experience during service, as they provide quick solutions to user needs, always serving the company's interests .
Optimized process
In a business context, chatbots perform repetitive tasks, such as issuing duplicate tickets, which are requested multiple times a day. These tasks can be issued to customers quickly and easily through automation, eliminating the role of human waiters.
Satisfied customers
Chatbots improve service responsiveness and, in addition to satisfying users, increase brand loyalty .
Service scalability
Robots can talk to thousands of people at once, unlike humans who can communicate with up to five people at once.
Reduce costs
This eliminates the need for a permanent 24-hour support team, and the chatbot can support thousands of people 24/7, reducing personnel costs.
Sales Channel
They can be used to sell products with promotions and discounts directly on the user's mobile screen.
How to implement a chatbot to automate customer service
Before understanding how to implement a solution, you must analyze what you want to achieve—whether it's an audience, a segment, a market share, or both—and then assess what's required to develop software.
Visualize the rates and compare them with your available investment. It's crucial to use ROI (return on investment) predictability to drive actions that will allow you to recoup your investment.