A Chatbot is a computer program systematically designed to lay a solid foundation for conversational marketing strategy for businesses by stimulating human conversation through text or voice communication. Therefore, many organizations utilize them to engage with customers while integrating them into customer service.
Chatbots mainly function on NLP and use advanced Machine Learning (ML) algorithms to learn from data insights and understand the context of users’ queries. These qualities help them to initiate conversations with customers similar to human customer service executives.
Types Of Chatbots
There are three main types of chatbots:
- Rule-based Chatbots: Responds to customer queries based on predefined options and have a limited scope.
- Intellectually Independent Chatbots: These chatbots understand user’s queries or requests by using ML algorithms. However, they can be trained to understand few phrases or specific keywords that trigger a reply. These chatbots can train and modify themselves over time to understand more queries.
- AI-powered Chatbots: These chatbots use Artificial Intelligence, Machine Learning, and Natural Language Processing (NLP) to understand user’s preferences and remember the context of a conversation with customers.
AI-powered chatbots are getting more intelligent and more advanced each passing day, although they have their own limitations.
Significant Chatbot Benefits For Businesses To Automate Support And Sales
The following are the top Chatbot benefits for businesses that help improve your business processes:
- Represent Your Company
Chatbots give a face to your organization and present it to your customers. As chatbots are the first touchpoint of users with your business, their interactions can be more personal than a normal conversation over mail or phone.
Therefore, businesses need to be very careful while developing their Chatbot personality as it makes a significant impact on user experience. Your Chatbot personality should be designed in such a way that it fits your brand image and helps establish a strong brand identity.
- Round The Clock Customer Service
In contrast to the traditional customer support methods, AI chatbots are available all the time and help businesses by providing 24/7 customer support. In addition, a Chatbot can quickly process a large number of customer requests and smoothly handle them all by quickly processing all requests.
In cases few queries are not solved by chatbots, they transfer it to the customer service executive directly through live chat by relieving a lot of time for the support team.
- Increased Customer Engagement
Brands need to keep their customers engaged for success. Chatbots are an excellent way for businesses as they help engage with customers in the right way. They only provide users with relevant information and can lead the conversation or interaction based on the user’s input at each specific time.
Therefore Chatbots are very beneficial to keep your customers on your platform for longer and maintain the flow of conversation.
- Cost-Effective Customer Support
Integrating a fully functional Chatbot into your customer service is cheaper and more cost-effective than hiring a customer support team to manage customer queries. The automated system f chatbots enable them to handle multiple requests at a time.
Therefore, AI Chatbots helps businesses to save their costs spent for hiring customer agents with lower costs and are easy to maintain.
- Better Lead Generation
Chatbots provide personalized assistance to customers by analyzing the information received from customers. They typically ask users relevant and necessary questions, persuade them and generate a lead for your business. AI Chatbots ensures the conversation flows is in the right direction to get higher conversion rates.
In addition, they also help businesses to determine the unqualified leads through identified KPIs such as timeline, budget, resources relevancy, etc., and prevent you from dealing with time-consuming leads, thereby allowing for a better lead generation.
Chatbots are significantly transforming customers engagement with businesses taking the customer service of businesses to the next level. They are bringing a new dimension to the customer support, marketing, and sales of business organizations and enabling marketers to nurture and generate more leads efficiently.
Therefore, businesses need to deploy chatbots in their customer service in order to gain a competitive advantage and stay ahead of their competitors.