MORE ABOUT CHAT BOTS

A Chat BOT, also known as a Chatter BOT is computer software designed to simulate human conversation. They can be used to conduct online chat conversations using speech recognition, natural language processing, and Machine Learning engines to provide direct support over a messaging platform and reduce the burden on your customer service agents. Some can be very sophisticated and more conversational using elements of Artificial Intelligence for improvements to services, whereas others may be task-orientated simply using keywords to search a database. Using routing rules and workflows, they can be programmed to ask the right questions to assist with prioritisation or route new conversations for more efficient support.

Task-oriented Chat BOTS can be used to answer commonly asked questions or FAQs such as inquiries regarding business hours or similar questions that have limited variables and are the most commonly used.

Data-driven and predictive Chat BOTS are more akin to a digital assistant that are more contextually aware than their task-oriented counterparts. They use Natural Language Understanding, Machine Learning, and Artificial Intelligence to add contextual awareness to the conversations they generate and learn as they go. They can analyse a users behaviour over time to adapt to become more personalised based on previous interactions, user profiles, and user preferences. They may even be able to provide recommendations and anticipate the users needs.

Consumer research also suggests that messaging apps and Chat BOTS are becoming an increasingly preferred method to connect with businesses for certain types of transactions - mostly for their convenience and quick responses.

BENEFITS OF CHAT BOTS

• Availability - Chat BOTS are available 24/7 to provide information or answers to your customers queries instantly and immediate resolutions covering various time zones

• Scalable - interact with an unlimited number of customers and scale up or down depending on your business needs

• Proactive - qualify leads and the needs of your customers to provide them with the best customer service experience before they interact with your customer service team

• Multi-lingual - your Chat BOT can be programmed to interact with your customers in a number of different languages

• Automate commonly asked questions - the burden is reduced on your customer service team to answer the same questions they’re asked over and over again allowing them to focus on better quality customer care

• Agent Handover - a Chat BOT can be your customer’s first port of call to field their queries, however they can seamlessly hand the customer over to an agent when human participation is needed

• Automate Customer Care - providing your customers with automated updates to their orders, issue other notifications, or send follow up messages

• Restart Conversations - customers are able to restart their interaction with your BOT at any time from any device

• Customisation and Tuning - Chat BOTS can be programmed to emulate a conversations in a manner that resonates with your customers and business values. They can be tuned to refine conversation workflows and increase their effectiveness