There are several methods of interacting with users. One successful way for any company to boost its user support game is by using chatbots. Chatbots have been deployed in various fields and have had many proven achievements.
Let us find out how chatbots are being used to connect with the users to improve business growth. But first, let us clarify the fundamentals of chatbots.
A bot is a software to develop and execute automatic tasks, and a chatbot holds a dialogue with a person using text or sound. Chatbot represents how a person will respond and hence will address questions and carry the discussion.
There are two primary types of chatbots a business can employ:
- Transactional Chatbot
- Conversational Chatbot
Transactional Chatbot: A chatbot is pre-designed to provide a user with a range of choices. A user may pick an appropriate selection from among several that are available. After the user selects an option, the chatbot leads them through the entire process, leading to their query’s resolution.
This kind of chatbot is perfect for hotels, online services, and banks that know the standard solutions a user may require.
Conversational Chatbot: A conversational chatbot can understand and respond to a conversation in a natural, human-like manner. The chatbot becomes smarter and more helpful by leveraging the knowledge and the intelligence it acquires. It can pick up on a user’s comment, query, or response and provide specific answers in a more human-like manner.
This kind of chatbot is usually used in specialized SaaS tools and B2B economics, enterprise solutions, and online media networks.
Some Important Chatbot Use Cases for Business
How does it work?
- Chatbots can make personalized recommendations – Chatbots may create customized suggestions. AI assistants will evaluate user actions on the web and prompt them with appropriate promotional material.
- Chatbots help visitors navigate your site – Chatbots may help visitors locate unique sites, explore information, and obtain guidance regarding tasks.
- Chatbots answer repetitive questions – If your support agents are always getting asked about your pricing plans, it is cost-effective to give customers the option to talk to a chatbot instead.
- Chatbots can handle purchases – Chatbot may take immediate retail companies orders, such as tickets, clothes, etc. Chatbots can assist consumers by utilizing a product and leading users through features.
- Chatbots provide users access to information – Chatbots are used to quickly pull knowledge base posts, FAQs, or other documents from the knowledge base.
- Chatbots are first-tier support – Users get short and easy responses from the chatbot when they undergo a problem or cannot speak to a live human.
Choose The Right Chatbot Platform – Here’s How!
Identifying Your Desires and Expertise
In terms of business goals and priorities, every corporation is different. It would be best if you considered the user path before choosing a chatbot for your business.
With a chatbot, there is no ‘one-size-fits-all’ system. Measuring your requirements and technical capabilities is the first move to finding the right chatbot platform. In terms of its AI, ML, and NLP capabilities, each chatbot platform can differ.
Decide Whether You Need A Chatbot
As the user pool develops, there is an expansion of the user base through various digital channels. Depending upon the user base, there is a need to decide whether a chatbot is needed or not. Once decided, you choose a chatbot for your website, ensure all interactive platforms such as social media, mobile apps, voice channels, etc., are configured with the same chatbot. It helps to build and sustain a brand experience to keep users attached to the brand.
Advanced Natural Language Processing
Since the human language has no fixed structure and is flexible, there have to be computer algorithms to comprehend it and produce it logically. An AI-run chatbot can interact with users using their language provided it receives an input of the data in our language. To better understand user queries in their language and react appropriately, politely, and conversationally, an enterprise-ready AI-powered chatbot uses advanced Natural Language Processing. It should have at least 85% precision in its ability to understand and respond to your users.
A built-in, intuitive dashboard that allows you to track the performance in real-time is the most underrated feature. To ensure favorable outcomes, you need to track conversations, measure the pros and cons, track the ROI, and truly comprehend a chatbot’s usefulness.
Automating FAQs and Administrative Tasks
If there is one industry where the users have dozens of repetitive questions, it is insurance. A chatbot is accessible 24/7 to respond to inquiries from users who might be concerned regarding topics such as policy coverage, costs, paperwork, and filing claims. The bot also offers additional features like onboarding, billing, and policy services.
What are the messages you would like to share with the individuals interacting with your automatic messaging system? By utilizing chatbot components, you need to weigh multiple variables such as:
- Quick reply
Pricing is important. To know the Return-on-Investment (ROI) of your chatbot, you need to know how much it costs.
As per a survey, it was found that a chatbot showed 3 times more conversion than emails. By using chatbots, you achieve higher conversion rates, even if your website is not highly optimized. A website or landing page that is not optimized may still earn a conversion rate of 2%.
Jiaqi Pan, the founder of Landbot (one of the best chatbot tools), said that they received five times higher conversion rate on their homepage! Born from an experiment, Landbot became their core product.
Landbot, other chatbots, or any other smart assistants with artificial intelligence are dramatically revolutionizing businesses. Users today receive all kinds of technical help through bots for various enterprises, such as Retail, eCommerce, SaaS Marketing, Banking, Travel, Leisure, Healthcare, and so on. Chatbots can cater to a wider audience through messaging apps as everyone expects quick responses and resolutions. With this kind of efficiency, chatbots are expected to develop into an information-gathering tool soon