Chatbots: offer your customers 24/7 support
Posted: Tue Dec 03, 2024 6:32 am
Technology is advancing by leaps and bounds, the digitalization of companies is imminent and those that do not adapt will find it very difficult to survive. One of the technologies that evolve most rapidly are bots. Through Artificial Intelligence (AI), bots have improved significantly and are being used in different areas of our daily lives, such as science, commerce, service, etc. Today, in this article, we are going to talk about virtual assistants or chatbots, which you have probably already had contact with.
What is a chatbot?
Chatbots, also called "conversational agents," are software hungary phone number list applications that mimic written or spoken human speech in order to simulate a conversation or interaction with a real person. Chatbots have been perfected and have crept into our daily lives by performing customer service tasks. They ask, answer, and converse to make our lives easier and customer service more efficient, no matter the day or time.
Chatbots are programmed to interpret the context of the conversation and answer different questions thanks to various Artificial Intelligence tools, such as Natural Language Processing (NLP), which allows them to understand us, or Machine Learning, with which they have the ability to automatically learn from each of their interactions with humans. Depending on the use they make of these tools, chatbots can be of three different types:
Linear: Let's say it's the most basic of all. They are decision tree type and are not very intelligent, they usually have a predefined conversation and they are the ones who guide and limit communication. Therefore, communication is not fluid but with automatic responses.
Non-linear: These work with Machine Learning and NLP, so they are able to interpret the user's intentions and the context of the conversation to respond more fluidly and accurately. The bot can understand a user's request and will respond with options that fit what it understands the user requires.
Hybrid: As the name suggests, these are a combination of the above, allowing for a fluid and personalized conversation with the user. If the chatbot fails to recognize what the user wants and cannot answer a question, it generates an immediate notification to a human to integrate the response given by the user into its database.
The immediate future of business relationships is conversational
When we talk about conversations, we are talking about messaging. We already know the power and the diffusion that direct and private messaging has today.
The most popular conversation channel is messaging, as 95% of people use it every day, and it is not something exclusive to Millennials . It is so obvious that Facebook's creator and CEO, Mark Zuckerberg, announced it last March in his latest speech about the future of Facebook. According to Zuckerberg, Facebook has to change and there is a lot to do. We are talking about Facebook going from being a "public square" to a private room. He spoke of a communications platform focused on privacy, inspired by private messaging apps, stories with an expiration date and small groups that have been growing more in recent years. To do this, Facebook will follow in the footsteps of Whatsapp and focus on the messaging function.
And if the future is so clear (bots and messaging), then how can we anticipate it and take advantage of it for our company from now on?
We can predict that there are two major technological trends that will greatly influence the future of business: Artificial Intelligence (AI – BOTS) and messaging. What happens if we mix them? We will have a very powerful conversational and transactional tool with our customers. Customers are more than used to interacting via messaging and little by little they are more adapted to having conversations with Bots, which provide them with immediate and effective service, right when they need it, without having to wait for the normal business hours of the company that provides the service. For the company, it becomes a great opportunity to be able to start a conversation with a customer at a time when they normally would not be able to do so and thus ensure that the customer does not go to another company for not receiving attention. In addition, it will not be an unviable investment in resources, since it will be managed with a bot that can serve as much people as needed at any time.
Having said all of the above, you may be wondering what type of messaging and Bot should you use in your company?
We know that WhatsApp is the most used messaging app worldwide and it is the one we are going to recommend to you today, so we only need a bot that has an API created especially for WhatsApp and with a business focus. We have the solution and it is called Landbot.io
What is a chatbot?
Chatbots, also called "conversational agents," are software hungary phone number list applications that mimic written or spoken human speech in order to simulate a conversation or interaction with a real person. Chatbots have been perfected and have crept into our daily lives by performing customer service tasks. They ask, answer, and converse to make our lives easier and customer service more efficient, no matter the day or time.
Chatbots are programmed to interpret the context of the conversation and answer different questions thanks to various Artificial Intelligence tools, such as Natural Language Processing (NLP), which allows them to understand us, or Machine Learning, with which they have the ability to automatically learn from each of their interactions with humans. Depending on the use they make of these tools, chatbots can be of three different types:
Linear: Let's say it's the most basic of all. They are decision tree type and are not very intelligent, they usually have a predefined conversation and they are the ones who guide and limit communication. Therefore, communication is not fluid but with automatic responses.
Non-linear: These work with Machine Learning and NLP, so they are able to interpret the user's intentions and the context of the conversation to respond more fluidly and accurately. The bot can understand a user's request and will respond with options that fit what it understands the user requires.
Hybrid: As the name suggests, these are a combination of the above, allowing for a fluid and personalized conversation with the user. If the chatbot fails to recognize what the user wants and cannot answer a question, it generates an immediate notification to a human to integrate the response given by the user into its database.
The immediate future of business relationships is conversational
When we talk about conversations, we are talking about messaging. We already know the power and the diffusion that direct and private messaging has today.
The most popular conversation channel is messaging, as 95% of people use it every day, and it is not something exclusive to Millennials . It is so obvious that Facebook's creator and CEO, Mark Zuckerberg, announced it last March in his latest speech about the future of Facebook. According to Zuckerberg, Facebook has to change and there is a lot to do. We are talking about Facebook going from being a "public square" to a private room. He spoke of a communications platform focused on privacy, inspired by private messaging apps, stories with an expiration date and small groups that have been growing more in recent years. To do this, Facebook will follow in the footsteps of Whatsapp and focus on the messaging function.
And if the future is so clear (bots and messaging), then how can we anticipate it and take advantage of it for our company from now on?
We can predict that there are two major technological trends that will greatly influence the future of business: Artificial Intelligence (AI – BOTS) and messaging. What happens if we mix them? We will have a very powerful conversational and transactional tool with our customers. Customers are more than used to interacting via messaging and little by little they are more adapted to having conversations with Bots, which provide them with immediate and effective service, right when they need it, without having to wait for the normal business hours of the company that provides the service. For the company, it becomes a great opportunity to be able to start a conversation with a customer at a time when they normally would not be able to do so and thus ensure that the customer does not go to another company for not receiving attention. In addition, it will not be an unviable investment in resources, since it will be managed with a bot that can serve as much people as needed at any time.
Having said all of the above, you may be wondering what type of messaging and Bot should you use in your company?
We know that WhatsApp is the most used messaging app worldwide and it is the one we are going to recommend to you today, so we only need a bot that has an API created especially for WhatsApp and with a business focus. We have the solution and it is called Landbot.io