Many of you have heard this term before, but if you’ve opened this article, some mystery still remains.
In simple terms, a chatbot is a robot capable of answering the questions of its users.
The term “chatbot” is the combination of two words
You can chat with a chatbot, (or conversational agent), via instant messaging (Messenger, Whatsapp, Wechat, SMS, Slack, Skype,...), websites, mobile applications or voice assistants.
In everyday life one can ask:
The professional world has also evolved to improve productivity and well-being at work. We can:
The rate that artificial intelligence (AI) is evolving is exceptional and chatbots are part of this wave of progress. Today the number of users of messaging applications such as WhatsApp, Slack, Skype business, Messenger, etc is soaring.
In an era where we want everything without having to wait, chatbots can respond instantly 24/7. It’s not for no reason that 65% of millennials prefer to speak with a chatbot than with a human.
There are many reasons why a company uses a chatbot to get rid of repetitive tasks and simultaneous processing of multiple user requests. In addition, the speed of processing user queries with chatbots significantly improves the customer experience.
By the way, Gartner predicts that by 2020, more than 85% of customer interactions will be managed without humans.
It is very common to confuse live chats and chatbots
The live chat has the same defects and qualities of humans:
The chatbot is a “robotic live chat”. It allows you to manage instantly and simultaneously several requests.
The chatbot allows you to:
Nevertheless, in case of unexpected questions by the user, the chatbot must be able to be passed to the human in a live chat for example.
The two notions are not opposed, but instead are complementary.
The world of chatbots can be divided into three major groups:
The scripted chatbots leave a limited choice to the users. It follows processes that are established by the company. The users can click on answer bubbles, but can’t express themselves openly.
Chatbots with NLP (Natural Language Processing) rely on algorithms of artificial intelligence neural networks to understand the demand of users. The user writes a sentence that is interpretedby the NLP and the chatbot can then answer the most relevant sentence in this context.
Chatbots with NLP leave more freedom to the user, but can lead to disappointments when the botis in the learning phase and doesn’t understand the request of the user, unlike the scripted chatbots.
It’s important to use a mix of both approaches to get the highest satisfaction rate.
It is now possible to deploy a chatbot on most communication channels such as Slack, Messenger and Skype, but also on voice assistants like Alexa or Google Home. More importantly, it’s also possible to connect your chatbot to the company’s business tools to have access to these actions and information.
A useful chatbot is one that’s present on the users’ communication channels, and an intelligent bot it ones that’s connected to internal tools.
Therefore, it’s necessary to deploy the chatbot as a priority over the communication channel for user, by ensuring connectivity with the internal tools.
All companies are now thinking about integrating conversational agents into their day-to-day operations, customer communications, and sales processes.Chatbots can help:
The chatbot presents many cases of internal or external uses to the company.
To create a chatbot, you must:
It’s now possible to automate 80% of repetitive operations... The chatbot is a solution that eliminated the repetitive tasks of customer services, HR, DSI and others while focusing on more strategic areas.
In a business, chatbots are useful to both employees and customers. This is why the choice of the solution is very important. The solution must allow to be shared between the different departments of the company while allowing a DSI to have governance of all the bots.
To avoid significant additional development costs, the solution must allow for the bot to be deployed on all communication channels needed by its target.
To get a real return on investment, we must opt for a solution facilitating collaboration between developers and people with business knowledge. This is the only way to design a smart sculpin and integrate it into the company’s IT culture.
Anyone can create a chatbot, want to bet?