Automation: Chatbots

Digital Automation is forcing companies to change their business models and adapt to the new market reality, that is Chatbot.  

So, the question arises, what is a Chatbot? 

A chatbot is an automated conversation partner. It facilitates a conversation between a human and a computer. Usually, you have a conversation with another human via a messenger app (like WhatsApp, Facebook Messenger, Instagram), but with chatbots, you are not talking with another human, but with a computer.  

Chatbots are interesting, and in this blog post I will talk about what they are, how they work, why you need them, why is it Advantageous, what industry they can target, some benefits and features of Bots.  

An Example of a Chatbot… 

How does chatbot work?  

It is just like a one-to-one communication between humans.  

A user requests with the business, the bot analyses that request and gives the user the best possible solution in real-time.  

So, it seems like the user is interacting with a Live Agent or a human but actually, it is a bot that is responding.  

Let’s take an example-  

A user initiates a conversation and asks ‘which Dark Chocolates do you have?’ 

Bot interprets the request and recognizes the word ‘Dark’ and ‘chocolates. 

Based on the given information, the chatbot will look into its database and look for similar words like Dark and Chocolates.  

Finally, the bots understand the user request and share the relevant data of Dark Chocolates that was stored in his database. 

Why you should use chatbots for your business?  

Since there is a tremendous rise in eCommerce and Social Commerce and catering to customers has become challenging for businesses, so, more and more businesses are implementing chatbots every day. This is a good thing because it adds value for your customers and your business. But why should you use it for your business? Here are some reasons:  

You can increase your current numbers by improving your customer support and reducing the overall turnaround time your customer support team spends on your users. 

With the deployment of a bot, you can fairly reduce the operational and manual costs.  You can increase your revenue and profit numbers by answering to more users and converting them to paying customers.  

An eCommerce bot will help you in achieving more business outreach. And since an eCommerce brand is not limited to any location, so you can easily expand your business overseas without worrying about the support. 

A bot is capable enough to answer n number of users at any given time. And it can answer any kind of customer queries related to the business.  

But do you think businesses are adopting Chatbot or any other Automation tool for the ease of their customers? What are the expectations of the customer from the businesses?  

Today Customers expect more: than they want…  

�� Outcomes, not interactions  

�� Personalization, not a generalization  

�� Immediate Response, not delayed  

�� Omnichannel, not a single channel  

How Chatbot Can be Advantageous? 

24/7 Support – You can offer the best 24*7 customer service with chatbots.  Instant Responses – Chatbot allows for real-time conversation with instant answers to customer queries.  

Buying Assistance to Customers – Chatbot helps the users to choose the most relevant product from their previous selected selections and their requirements.  Answer FAQs – With the help of chatbots, companies can eliminate the need for human agents by answering generalized frequent answer questions.  Multi-Lingual Support – Chatbot can able to handle thousands of queries at a single point in time and multiple languages. 

What makes a chatbot different from a human agent?  

Are you still using the old-fashioned ways to interact with your customers & missing out on the real personalized connection?  

With chatbots becoming mainstream, several industries are utilizing them as they offer greater and less intrusive opportunities.  

Support – The most crucial part for any business is providing customer support. Once a chatbot is integrated, it will provide 24*7 customer support and will answer all the customer queries. And you do not have to depend much on your Manual support.  

Digital Assistant – Chatbot can play a role of a digital assistant, the chatbot helps the user to do certain tasks with the help of a human agent or a call center support team,  it can increase the productivity of the business and doing things faster.  

Reduce Cost- The cost involved in setting up a customer support team is much higher as compared to a chatbot. You can reduce the customer support expense and can help in generating revenue.  

So, to conclude, I would say…  

People start to understand the value of chatbots. They can automate conversations, so you can:  

Drastically reduce your costs on customer service  

Increase your sales  

Automatically qualify your leads  

This technology is still at an early stage and a lot of companies don’t use it (yet). By using a chatbot for your company, you are standing out from the crowd.  

“It takes a small bit to lose a customer and a small bot to save them…!”  In-State of Digital Business Report,  

47% of companies haven’t started their digital transformation yet.  59% are worried that it might already be too late for them.  

-Samyak Sah

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