Chatbot: What it is, how it works and its advantages as a customer service tool
Posted: Sat Dec 07, 2024 10:56 am
Entering a website and receiving a friendly greeting from a small avatar is no longer strange for Internet users. These virtual agents that answer questions , provide technical assistance and information about products and services are called Chatbots .
A Chat Bot is a customer service software that, with or without Artificial Intelligence , manages to maintain a conversation using natural , human-like language.
Companies integrate their Chatbots into websites and other platforms, such as virtual stores, applications, Whatsapp , Facebook Messenger and Telegram .
Online chatbot guadeloupe email address provides a personalized and real-time experience
The advancement of technology and the predominance of connected users who value immediacy and interaction through various platforms has driven companies to optimize their customer service resources.
Chatbots offer users a personalized, real-time experience, available 24 hours a day, 7 days a week. This increase in customer service efficiency has a direct impact on user satisfaction and exponential sales growth .
Faster responses, more productive agents and happier customers. How does a chatbot fit into a customer support team?
Types of Chatbot: Which is more effective?
The size, structure and relationship objectives of each company will determine the type of Chatbot that best suits its needs.
There are online chatbots with simple interaction systems called ITR (Interaction Text Response) or “dumb chatbots” , where the user finds the information they need from a set of predefined and sequential options.
Although they are not an Artificial Intelligence solution , they are very effective when integrated into conversational marketing strategies and it is possible to adapt their configuration to give it a “human tone”.
Some advantages of using this type of Chatbot :
Simple implementation
Low maintenance cost
Intuitive interface
Little margin for error in communication between user and Chatbot
The intelligent Chatbot presents another level of complexity. Since it works through a Natural Language Processing System or NLP , it manages to establish communication similar to that of humans. In this way, the Chatbot with Artificial Intelligence identifies patterns in the messages it receives and uses them to optimize its interaction with the user.
The Cognitive Chatbot is the result of a combination of both. This model not only manages to interpret users' messages , but also stores knowledge as it interacts with them. This allows it to respond more accurately in the future as well as use regional expressions and slang , which become part of the context in the interaction between the Chatbot and the user.
Although the Chatbot receives an initial upload of information , it is recommended that its performance be monitored by human agents during the learning process . Thus, if the Chatbot fails to interpret a query, it can send it to an agent who will then be responsible for integrating this new information into the system.
That situation creates an opportunity for the intelligent Chatbot to accumulate the knowledge necessary to solve that problem without human intervention in the future.
Customer Experience Trends Report
Download here
Main advantages for companies and users
Immediate communication with the user. Customer support such as the Chatbot , always available, prevents the customer from interrupting their shopping experience and becoming frustrated by not finding answers when they need them.
Reduction of operational costs within companies. Supports such as online chatbots are more profitable because they serve more people in less time, which is reflected in sales and customer satisfaction levels.
Chatbots are so versatile that they adapt to any consumer sector. From financial services to hospitality, companies provide fast, effective and value-added service .
Analyzing a chatbot's stories allows you to evaluate internal growth, explore the customer journey, and measure satisfaction levels.
A Chat Bot is a customer service software that, with or without Artificial Intelligence , manages to maintain a conversation using natural , human-like language.
Companies integrate their Chatbots into websites and other platforms, such as virtual stores, applications, Whatsapp , Facebook Messenger and Telegram .
Online chatbot guadeloupe email address provides a personalized and real-time experience
The advancement of technology and the predominance of connected users who value immediacy and interaction through various platforms has driven companies to optimize their customer service resources.
Chatbots offer users a personalized, real-time experience, available 24 hours a day, 7 days a week. This increase in customer service efficiency has a direct impact on user satisfaction and exponential sales growth .
Faster responses, more productive agents and happier customers. How does a chatbot fit into a customer support team?
Types of Chatbot: Which is more effective?
The size, structure and relationship objectives of each company will determine the type of Chatbot that best suits its needs.
There are online chatbots with simple interaction systems called ITR (Interaction Text Response) or “dumb chatbots” , where the user finds the information they need from a set of predefined and sequential options.
Although they are not an Artificial Intelligence solution , they are very effective when integrated into conversational marketing strategies and it is possible to adapt their configuration to give it a “human tone”.
Some advantages of using this type of Chatbot :
Simple implementation
Low maintenance cost
Intuitive interface
Little margin for error in communication between user and Chatbot
The intelligent Chatbot presents another level of complexity. Since it works through a Natural Language Processing System or NLP , it manages to establish communication similar to that of humans. In this way, the Chatbot with Artificial Intelligence identifies patterns in the messages it receives and uses them to optimize its interaction with the user.
The Cognitive Chatbot is the result of a combination of both. This model not only manages to interpret users' messages , but also stores knowledge as it interacts with them. This allows it to respond more accurately in the future as well as use regional expressions and slang , which become part of the context in the interaction between the Chatbot and the user.
Although the Chatbot receives an initial upload of information , it is recommended that its performance be monitored by human agents during the learning process . Thus, if the Chatbot fails to interpret a query, it can send it to an agent who will then be responsible for integrating this new information into the system.
That situation creates an opportunity for the intelligent Chatbot to accumulate the knowledge necessary to solve that problem without human intervention in the future.
Customer Experience Trends Report
Download here
Main advantages for companies and users
Immediate communication with the user. Customer support such as the Chatbot , always available, prevents the customer from interrupting their shopping experience and becoming frustrated by not finding answers when they need them.
Reduction of operational costs within companies. Supports such as online chatbots are more profitable because they serve more people in less time, which is reflected in sales and customer satisfaction levels.
Chatbots are so versatile that they adapt to any consumer sector. From financial services to hospitality, companies provide fast, effective and value-added service .
Analyzing a chatbot's stories allows you to evaluate internal growth, explore the customer journey, and measure satisfaction levels.