Have you ever stumbled across a little box in the corner of a website just like the one we have on the HypeX Digital Marketing Agency website with a ‘chat’ button?
If yes, then you have come across a chatbot. Chatbots are AI-powered computer programs that simulate conversations with users and are becoming more commonplace in customer service strategies.
But what are chatbots, how do they work, and what are they used for? Read on for all the answers.
A chatbot is a language-processing program that mimics human dialogue. It is powered by Artificial Intelligence technology and is designed to replace human assistants for certain customer interactions.
Chatbots can be designed to answer simple questions or to be more sophisticated and act as virtual assistants, offering personalised information to users.
The complexities and capabilities of chatbots are vast, as they are integrated into multiple industries.
Chatbots come in all shapes and sizes, each providing a unique set of capabilities. The two primary chatbots that customers interact with are rule-based and predictive chatbots.
Rule-based chatbots are designed to respond to certain keywords using a predetermined set of rules.
They are good for answering FAQs, providing predetermined information, or directing customers to existing resources.
For example, a rule-based chatbot could be used by a bank to answer basic account-related questions, a restaurant to provide menu information and manage reservations, or an amusement park to provide information about events and tickets.
Predictive chatbots, on the other hand, are more advanced and can interpret customer requests on their own.
They are equipped with predictive and dynamic abilities to understand customer needs and provide tailored responses.
A predictive chatbot could be used by a retail store to recommend products to customers, or by a travel agency to book flights and hotels.
Data–driven, predictive, or conversational chatbots – these AI‘s are the latest technology!
Through the use of machine learning algorithms, they are programmed to provide responses based on user interaction and patterns.
This means they can tackle more intricate customer queries.
From customer service to human resources, self–learning chatbots can be used in a variety of ways.
A retail company could use them for their customer service line, and they could help new employees with onboarding.
Or, they could be used to power a travel website – providing customers with improved recommendations as they go.
The automation revolution has taken off, and companies are learning that chatbots can help streamline their work systems, enabling employees to focus on more complex tasks.
Chatbots were created to provide a personalized experience to customers who would otherwise be limited to FAQs and troubleshooting pages.
They can save companies time and money, while also promoting customer satisfaction.
All in all, chatbots were made to make life easier in the modern world.