Chatbots can also be a useful marketing & sales tool for e-commerce sites

[himuhumaira]

Sales Assistants

Some brands have already developed software of this kind. Domino's Pizza, for example, has created a bot through which the user simply writes "pizza" in the Facebook chat or asks for it to Alexa or Google Home to receive it in a few minutes at the door. Another example is eBay's ShopBot that is able to find the product we are looking for through a photo or a name.

Bots at the service of the customer

There is yet another type of bot, one that is primarily designed to provide useful information to a customer who is searching for a specific product or service from a brand and that returns information in real time. One example of this austria email list type of bot is KLM’s bot. The Dutch airline launched a bot on Facebook Messenger called BlueBot, or BB, to help passengers with booking, keep them updated on the status of their flights and departure gate changes, and provide other data-driven information. The bot was born out of a need to help the customer service team, which had to handle more than 16,000 interactions with customers a week. In the first six months, BB sent nearly two million messages to more than 500,000 passengers. And recently, KLM also connected its chatbot to Google Home.

While 2019 is set to be the year of chatbot expansion, there is still a long way to go before they are accepted by customers. According to some recent statistics, 45% of consumers consider chatbots to be “intruders” and 78% say that the problem is the impersonal experience they offer.

For this reason, it is important to work to ensure that customers have a pleasant and satisfying experience through this technology. Only in this way can chatbots contribute to improving the overall experience.