Before stressing about the utility of chat bot, it is vital to understand what is a chat bot? Chat bots are basically computer programs, which imitate dialogue with humans by applying artificial intelligence. These programs are designed to change the manner in which humans communicate to the internet, from a sequence of self-initiated works to a quasi-interaction. The chatbots utilize messenger applications to interact with prospective customers. When a customer query is typed or asked, the chatbot replies with correct information. If the situation demands, the chatbots are designed to learn the words spoken by customers and can customize the interaction and formulate previous communication. For example, if the person interacts with a chatbot and sends a query for a book recommendation, the chatbot is designed to keep that in memory, so that next time, the chatbot doesn’t repeat the same recommendation.
The significance of using chat bots
Chatbots are extremely good in answering queries and providing correct information. This makes it a very useful program to provide excellent customer experience through product recommendation and targeted marketing drives. When a customer has a problem with a product, the customer can contact the chatbot and describe the issue. The chatbot in return will analyze the query and provide asolution on how to overcome the issue with the product. The chatbots are used mainly for recommendation purpose also as they have the ability to share famous products with customers, that they realize to be useful. Customers have been using chatbots for thecustomized shopping experience, to get information about best of gifts, restaurants available, with just adding on few basic questions. Moreover, the reputed brands have been using Chatbots to communicate with their customers through thought leaders and add charm to their product line. This initiative has been proving to be very successful for brands in terms of customer engagement and revenue generation.
Additionally, the chatbots are very simple and faster to use and so many people prefer using them, then calling an agent on the phone. The chatbots are even less costly and easy to install, which makes it an ideal choice for organizations. Since most of the chatbots utilize messenger apps, they are present beforehand on many smartphones present worldwide, which probably means that your consumers are already aware and prepared to use your bot.
Let’s take a look at some examples of chatbot:
1) A fine dining restaurant allowing its customers to order from their sitting place by utilizing a chatbot.
2) Retail outlets of shopping mall giving promotional offers by utilizing a chatbot.
3) Customers buying online products with assistance from chatbots.
4) Query handling on customer service by means of a chatbot.
5) Monitoring of employee satisfaction through a chatbot.
6) A marketing drive that is designed to ask questions to customers or grants them an option to play a game applying chatbot.
Thus, chatbots are an excellent opportunity for organization to reach out its customer where they have been residing beforehand.i.e the messaging apps. This makes the business deliver services in the most customized manner by means of messaging, human support and operations collaborated in one practice.
