Firstly, we need to understand what chatbots are
A chatbot is merely a computer/software program that simulates human conversations and tasks by using artificial intelligence. It creates interaction between humans and machines via messages or voice command. Amazon’s Alexa and Apple’s Siri are two popular examples of a conversational bot. Facebook Messenger’s chatbot, SMS chatbots, and social media bots are other examples.
Chatbots are becoming more and more realistic and can perform a variety of business tasks. They learn from user behavior and can interact with customers online, find leads or approving expenses.
Chatbots help small businesses save money, close sales, and connect with customers in an increasingly digital world. Their popularity has soared amid the pandemic with many small businesses forced to do more with less staff and resources.
Facts about virtual assistants – chatbots:
1. People are ready to talk to Chatbots
2. For now, male and female-inflected bots are the most visible. However, the gender balance is still changing. Some of the most popular chatbots like Siri, Alexa, and Cortana identify themselves as genderless. Alexa calls itself “female in character.” Siri claims it’s “genderless.”
3. Most Chatbot conversations start with “Hi”
4. People want to contact retailers via chat
5. Consumers are ready to buy things via Chatbots
6. Consumers won’t put up with bad Chatbots
7. Consumers want recommendations from chatbots
8. 80% of businesses will be using chatbots in some way or another. Artificial intelligence (AI) has dramatically changed the way businesses communicate with their customers.
9. Chatbots will be indistinguishable from humans by 2029
10. Don’t blur lines between bots, humans
11. 1.4 Billion people around the world use messaging apps
Use Cases for chatbots:
#1. Using Chatbot’s in customer service
Chatbots for customer service can help businesses to engage with clients by answering questions and delivering context to conversations.
What kind of support queries generally website visitors ask?
• They want to know more about specific products or services
• Learn about technical support assistance
• Many show interest in billing and pricing information
• They also enquire about orders and shipping
When used as a part of customer support, bots can automate the whole process of serving customers when the support reps are busy or unavailable leading to affordable 24/7 service.
#2. Customize your bots based on your audiences
Choose who the bot speaks to and how it answers based on criteria like customer spend, business type, and more.
Bots enable you to identify the product interests, likes, dislikes of visitors & customers, and segment them based on their response.
#3. Chatbot use cases for sales
Chatbots help businesses in asking contextually relevant questions, qualify leads, and book sales meetings, at scale. Bots convert 4x higher than traditional lead generation tools because people prefer conversations.
Bots use the sales questionnaire to convert your visitors into potential prospects and send them to the right sales representative for further follow-up.
Most businesses do not automate chat. The best way is to correctly balance the bot support for simple queries and human support for complex issues. This is known as a hybrid chatbot.
The leads are then directed to the right sales rep for closing sales immediately or book an appointment.
#4. Conversational AI
Consumers prefer using the main four messaging apps – Facebook Messenger, WhatsApp, WeChat, Viber.
With increasing popularity of messaging, chatbots are now the center of business messaging. Buyers are encouraged to be more ready and willing than ever to shop online with bots.
47% of users are open to purchasing items through a bot. Customers prefer brands offering bot support.
Chatbots can engage customers by answering their simple questions when the support team is busy or not available.
If you choose to go live with a chatbot, it’s important to check your chatbot messaging is clear and has the same tone of your company’s branding. If your company’s tone is professional and more serious, your chatbot should be more professional sounding. Similarly, if your company’s brand is fun, your chatbot should be fun.
It’s best to focus on a single use case or problem when planning to incorporate a chatbot. They are trained to respond to set patterns, using machine learning to detect patterns. The way chatbots are evolving is based on the captured data and interactions.
Please contact us if you would like us to assist you with setting up your chatbot: