What Is A Chatbot? 9 Reasons Your Business Needs One

Using keywords and pattern matching, ELIZA responded to a user’s typed questions with simple open-ended replies, based on a script. Technically speaking, a chatbot (derived from “chat robot”) is a computer program that simulates human conversation, either via voice or text communication. When doing business related to the sale of products or services on the Internet, it’s natural to use solutions and opportunities that will allow us to operate more effectively and increase sales. New technologies and the chance they offer are a particularly attractive area.

whats a chat bot

The best opening messages we’ve seen are those that are compelling, set expectations and ask questions. If you’re unsure of the frequently asked questions, look internally to teams that interact with your customers. Next, figure out what content you’d like customers to engage with throughout the chatbot interaction. If your social team finds whats a chat bot they can’t keep up with the number of messages on certain networks, you may want to leverage bots on those channels. If your website team is seeing low conversion rates, that may be something a bot can help increase. With such a wide spectrum of interesting use cases to choose from, it’s tough to nail down a specific goal for chatbots.

Conversational

Many IT and HR teams use a knowledge base to help mitigate repetitive questions they get and empower employees to self-serve. A chatbot can help scale your internal self-service efforts by serving employees help center articles, which can be particularly helpful during employee onboarding or company-wide changes. An IT or HR team might also use a bot to answer FAQs over convenient channels such as Slack or email. Chatbots to answer FAQsAs previously mentioned, one of the most successful use cases for a bot is to automate basic, repetitive Integrations questions. These are the kinds of questions that your team can predict and agents can resolve in one-touch. Not only do customers prefer to use chatbots for simple issues, but this also gives agents’ time back for high-stakes tasks and to offer more meaningful support. They make it easy to build, launch and maintain a virtual agent. Drive down support costs and engage customers 24/7 with their user-friendly conversational AI platform that makes it possible to deliver quality customer experiences, at scale and without any limitations.

  • It also integrates with all the systems your team depends on, including third-party bots.
  • Segment your audience – Bots enable you to identify the product interests of visitors and customers.
  • Drive customer loyalty with connected digital workflows that automate work across departments.
  • Artificial intelligence chatbots, or conversational AI bots, are solutions trained to operate on their own by using machine learning and natural language processing .

The technology is designed to answer customer inquiries during the pre-purchase and post-purchase stages of their customer journey. Zendesk Answer Bot’s artificial intelligence is smart enough to handle common customer inquiries from numerous channels all at once. In addition to handling common requests, Answer Bot can hand over conversations to live agents when necessary. And since AI never sleeps, Answer Bot is always on duty which means your customers always have somewhere to go with questions. Bots can also integrate into global support efforts and ease the need for international hiring and training. They’re a cost-effective way to deliver instant support that never sleeps—over the weekends, on holidays, and in every time zone. Earlier this year, Chinese software company Turing Robot unveiled two chatbots to be introduced on the immensely popular Chinese messaging service QQ, known as BabyQ and XiaoBing. Like many bots, the primary goal of BabyQ and XiaoBing was to use online interactions with real people as the basis for the company’s machine learning and AI research. While chatbots can’t replace humans, they help speed up the customer support experience by answering easy questions and collecting important information that agents need to solve a case quickly.

What Are Chat Bots?

Chatbots can help sales teams determine a lead’s qualifications using identified key performance indicators, such as budget, timeline and resources. This can prevent companies from wasting time on unqualified leads and time-consuming customers. Chatbots have varying levels of complexity, being either stateless or stateful. Stateless chatbots approach each conversation as if interacting with a new user. In contrast, stateful chatbots can review past interactions and frame new responses in context. Creating a chatbot is similar to creating a mobile application and requires a messaging platform or service for delivery. Beyond that, with all the tools that are easily accessible for creating a chatbot, you don’t have to be an expert or even a developer to build one. A product manager or a business user should be able to use these types of tools to create a chatbot in as little as an hour. On the business side, chatbots are most commonly used in customer contact centers to manage incoming communications and direct customers to the appropriate resource.

whats a chat bot

Interested in learning more about chatbots, or even building one yourself? Read our complete guide to intelligent bots for all the chatbot resources you need in one spot. They can also perform searches, provide similar products or even allow payments from the conversation chat itself. Businesses like yours use Freshchat chatbots to sell and support customers. Your AI chatbots will also need to be trained before they can interact with customers, so you need to find one that allows you to do this with ease. Unless you require it to perform highly complicated functions, find a chatbot that doesn’t require too much technical expertise. The more complicated the functionality, the more time you will need to spend writing code to train your chatbot.

Boost Employee Productivity And Engagement

Chatbots are smart enough to know when a visitor opens a sales email and then visits a landing page. With the help of Drift, sales and marketing teams can use chatbots to trigger conversations with prospects on their terms, when they need assistance the most. Leading the charge in chatbot innovation is Drift, which launched its conversational marketing platform less than two years ago. With Drift, businesses can connect with website visitors on a one-to-one basis, and book meetings prospects in real-time, all with the help of a chatbot. This chatbot automatically delivers qualified leads to the sales organization while also fighting the fatigue caused by answering the same questions over and over. You’ll find the team is happier with more quality leads and time to spend on more meaningful work. Chatbots are programs built to automatically engage with received messages.

The most important benefit of implementing a chatbot is that it can offer round-the-clock support. Also, chatbots are a low-friction solution as they are available on every screen and in messenger apps like Facebook Messenger, WhatsApp, and Apple Business Chat. REVE Chat is an omnichannel customer communication platform that offers AI-powered chatbot, live chat, video chat, co-browsing, etc. Now, as you are aware of what a chatbot is and how important bot technology is for your business.