What service do you want to get when you purchase something? Maybe a separate service. Be serviced personally! But that is so difficult for a company to do so individually. However, the chatbot makes this dream come true! So let’s talk about chatbots!

What are chatbots?

A chatbot is artificial intelligence (AI) software that can simulate a conversation (or a chat) with a user in natural language through messaging applications, websites, mobile apps or through the telephone. In simple terms, the chatbot is a kind of robot that could communicate with customers online.

Why are chatbots important?

A chatbot is often described as one of the most advanced and promising expressions of interaction between humans and machines. However, from a technological point of view, a chatbot only represents the natural evolution of a Question Answering system leveraging Natural Language Processing (NLP). Formulating responses to questions in a native language is one of the most typical Examples of Natural Language Processing applied in various enterprises’ end-use applications.

Do not make chatbots bother!

How will you feel if the chatbot box keeps out the button you want to press and you can not close the dialog? Agitated! Angry! And that is the real experience I had a few days ago when I searched for apartment renting. At first, I found chatbot is very pleasing that answered my questions and transferred to a real sale person when I wanted detailed information. I was very pleased until the chatbot kept out the button I tried to press. And the more annoying thing is that I could not close it! The only thing I did is to close the apartment website and turned to its competitors’ websites. Oh oh, you lost a customer! Also, there is another case. The chatbot repeats the same sentence again and again. How does it feel that you face with a fool? That bothers customers, too!

So, if you decide to use chatbots in your business, you have to consider the question of how to make your business benefit from chatbots.

Should you use chatbots?

Chatbots is the future of marketing. But the answer to the question above is: it depends!

Like any marketing strategy and technology, it needs to make sense for you and your customers.

“A brand needs a sound strategy before investing in a ‘new’ method of speaking directly to their consumers,” said Brooke Robinson.

She further recommends:

“Brands looking to leverage chatbots need to sit down with their agencies and/or colleagues and discuss the real objective behind undertaking a chatbot build. The objective should be deeply rooted in adding value to the consumer and/or driving efficiencies for your business.

Customer service is a no-brainer – a chatbot will decrease the time it takes for a human operator to get down to the real issue.

However, as a brand who is ready to invest in the development of a chatbot, you need to consider if the build will enhance the consumer experience and/or drive business efficiencies.

Do you have anything to share with me about chatbots? Leave your message!