A chatbot is a text-based program empowered by Artificial Intelligence (AI) and Natural Learning Processes (NLP). A user generally interacts with the chatbot over a platform through a communication channel connected to a network. In other words, chatbots are bots that live in chat platforms. There are numerous kinds of bots present globally, and they all can perform various different tasks. The most common type of bot is the one offering customer services. So, according to a survey by Gartner, it is predicted that by 2020 an average person will converse with chatbots more than their spouse. Various new methods of customer engagement and development of enterprises have been created by conversational artificial intelligence. The AI enabled conversional bots have the potential of working 24*7, unlike human beings. With the of help this feature, enterprises have significantly reduced their response time and streamlined tasks in order to achieve the targets which ultimately helped them retain their customers.
Bots also help businesses perform the same set of tasks multiple times in a cost-effective manner. Above mentioned are the primary reasons why chatbots are actively harnessed in different industry fields like banking sector and on e-commerce sites. Undoubtedly, chatbot provides a lot of advantages like bots are available 24*7 and act as a dedicated resource that offer customers with the services they actually need. Chatbots are known for enhancing brand value by providing instant customer service.
A recent survey by Spiceworks suggested that by 2019 about 40 per cent of industries across Europe and America would implement AI-based chatbots at their workplaces.
It is surprising to see how chatbots have recently evolved in the messenger industry. The evolution of conversional bot has given rise to a new way for people to collaborate with each other at workplaces. Here are a few reasons how any team can take advantages of chatbots at work:
•Great user experience: Users these days can question their queries in a natural way and converse with bots as if they were talking to a co-worker; this is possible because chatbots use NLP technology. Say for example, if you are finding some information on the internet, it may take several steps and you may take hours to find the desired data. When you take help from a chatbot, it makes these steps redundant.
•Shortening of research cycle: I am sure a lot of people have been waiting for a long time on the telephone hotline for customer representatives to solve their queries. Many of them would like to switch this experience for a chat with bots. Chatbots respond quickly and have the ability to find large amount of information that customers need. This allows delivery of appropriate results in comparatively less time.
•Creating a personal customer experience: Did you know bots are experts at generating a great user experience. There are some bots that would provide a different answer for each question users ask. There are a set of bots that are not rule-based and basically, they use AI techniques and learn with every user interaction. This ultimately creates a positive and customer-centric brand image for you.
•Bots can operate 24*7: The biggest benefit of deploying chatbots is their availability. Technology giants like Amazon have already set up high customer service expectations, may it be delivery of products/service on the very next day or their quickest response to customer queries. All this is possible with the help of chatbots that are available constantly all day and night, even in absence of employees. The AI-enabled bot can take care of all types of communication — no matter what time of day, even on weekends.
•Enabling human-independent interaction: AI, globally, has the potential of providing a meaningful communication facility between a user and the service providers. Numerous call centers these days provide AI-supported conversational services that carry out much more meaningful discussions and make sure unwanted calls are avoided during peak hours of service. AI-based bots not only provide simplified customer experience, but also an improved employee experience.
Chatbots these days have become a mainstream must have. They are capable of providing a lot of benefits such as efficient lead generation, engagement of various prospect, and an enhancing brand value. We all are well aware of chatbots storytelling ability and how scalable it is. They can be programmed in a way that is needed. Chatbots help build conversation paths based on logical conversations and goals-based outcomes which is much needed by corporates and organizations.