Many businesses have adopted “CHATBOT” as a means to direct responses to customers without human intervention. It helps to encourage sales, increase conversion rates, or introduce an aggressive promotion campaign targeting direct customers.
According to Forbes, the chatbot market may reach $1.25 billion by 2025. As it gains more popularity, some common questions that arise when you think about deploying one to your business.
Let’s take a tour with us to figure out the key features of this technology: What is a chatbot and What are common chatbot uses?
What is “ Chatbot”?
A Chatbot is a conversation automation tool. It receives conversational input through text or voice then generates a response that is also in natural language. It is perfect in situations that require a back-and-forth interaction.
Today, chatbots can perform and carry out many advanced actions/ functions beyond just sending replies with predefined answers.
Types of chatbot
Bots are classified based on their characteristics. Let’s find out in detail about different types of bots.
Usually, if we categorize over their function, two of the most popular types of Chatbot are:
Scripted chatbots operate on the pre-written keywords flow on the conversation. When you type a question into the chatbot, it will respond to it with a pre-programming script.
When visitors ask questions, the Scripted chatbot will give relevant options. Afterward, they will click on a corresponding item that can satisfy their needs. Then, the Robot will give the most relevant response to the clicked information.
However, sometimes users have to answer many questions, click a range of options to find exactly what they need. In case, some questions are not preprogrammed, the robot may not be able to reply or give the default response.
AI chatbot /NLP chatbot
AI chatbot is designed to hold a conversation based on Artificial Intelligence through machine learning and natural language. Interestingly, it can handle numerous situations by advanced functions such as operating with variables, attributes; collecting data; implementing automatic campaigns. They are available 24/7 and offer a nearly similar experience of communicating to like humans.
Common Chatbot Uses
People usually designate chatbots based on the purposes of the final users. Here, we point out the common ones.
Sales Chatbot is a sales support tool that works 24/7. It helps you catch up with the orders in the out-of-work hours.
It must be updated continuously; in the case of clothing stores, sellers have to insert the related information regularly into chatbot data if there are any alternatives, to deliver the proper message to customers.
Note: Running online stores may bring you a lot of manual work. Such as answer customer’s inquiries, collect customers’ requirements and orders, confirm orders, update shipping status, and especially update lists of products. Remember that you can always get those done automatically using BotStar. Our CMS gets them covered by automatically updating the bot data without you applying them manually daily.
The outstanding advantages of this type are simplicity and ease of use. Sales chatbots do not need to use program language processing software, they only have simple interactive blocks (text/image/gallery, …) to interact with customers. So just using some tools with basic computer skills, you can build a sales tool and set up a response script for communicating with customers.
Key attributes of Chatbots for Sales – Increase sales/ revenue per user
- Provide value content right away for customers to make a purchasing decision.
- Work across multiple channels to attract new sales leads.
- Gather, analyze and act on customers’ references.
Customer Service Chatbot
This type of bot is often used in big customer support centers for answering typical questions by following scripts or predefined data.
Generally, one of the supreme advantages of this function is that centers (users) can reply immediately to customers and reduce the idling time for customers because they can retrieve the pre-setting information which some assistants need time to memorize.
If the questions have not been pre-defined yet, they will get transferred to the customer service staff called “human takeover” for solving such concerns.
Based on a conversation fundamental, the major platforms for chatbots are Facebook Messenger, Website, Slack, Telegram, …
Key attributes of Chatbots for Customer Service – Boost customer care
- Improve support quality by providing instant responses to questions, 24/7.
- Handle frequently asked questions at a high level of accuracy.
- Use data to understand your customers and nurture the customer relationship.
Back in the day, the idea of artificial intelligence like chatbot only appeared in books and movies. But today, artificial intelligence is a fairly common piece of technology and continues to advance, including digital marketing.
When you think of chatbot marketing, what comes to mind?
Key attributes of Chatbots for Marketing – Boost marketing activities
- Keep customers updated via messages and automate marketing activities.
- Personalize marketing messages sent to customers based on their interest
- Improve click rate & customer turn back rate
- Use chatbots that automatically asks contextually relevant questions to gain customer insight, at scale.
Some common Chatbot interfaces
Chatbots are used for a range of functions ranging from entertainment to E-commerce.
They play the significant role as a virtual assistant or a manager conducting specific tasks of a company. For example, an Indian bot – Niki Bot helps users book taxis or place orders; Do Not Pay, based in England, helps users in legal suing procedures; or Babylon health interfaces operating as providing medical advice.
Moreover, some chatbots can integrate to other platforms which display convenient and multi-functional features such as making a phone call, doing online searching …. Although chatbot is commonly used in E-commerce, its functions can be applied to other fields. In the case of Amazon and Google has formed chatbots providing information promptly after receiving the words texted from senders.
The Future of Chatbots
According to Gartner, “Artificial Intelligence (AI) will be a key investment in customer experience over the next few years.” 47% of organizations will use this technology to take care of customers and 40% will deploy virtual assistants.
The role of chatbots is getting bigger and better. In this e-commerce era, don’t be left behind by not catching up with these functions of chatbot because at an affordable price you can bring your customers into compelling experiences and draw their impression at the first sight. All you have to do is create an account with BotStar and let it do the hard work for you.