The interaction way between clients and companies is changing a lot over the last years. Usability of information technology, robotics, and digital environments runs in large steps. The companies are strongly investing in Research and Development, searching for a clever and faster way to reach their clients. One of the most used technologies are the chatbots. They have revolutionized the way companies conduct their business and reach their audiences. Keep reading this article and know everything you need on the subject.
What is a Chatbot?
A chatbot is the result of research and study in Artificial Intelligence (A.I.) area. Its operation is through messaging platforms, in which chatbot receives messages from the client, interprets and returns with the response, all automatically.
How does it work?
Chatbot works from rules and mapping possible client requests and the appropriate responses to each situation. Over time, there is also what is called machine learning, where the chatbot platform receives customer feedback and learns from it. In this way, chatbot is constantly being improved automatically, giving better and better answers and meeting customer requests more accurately and satisfactorily.
Which platforms are supported?
The chatbots are present in the most diverse platforms, however, the most used ones are Facebook Messenger, Telegram, Skype, Google Allo and in the proprietary tools of customer service and chat in the companies websites. Chatbots aren’t only present in written messages, but in spoken messages. Some companies are also implementing chatbots in their telephone service. This is an excellent application since most of the customer services that the companies make are done over the phone.
How to develop and deploy a chatbot?
First of all, to start developing and deploying a chatbot in your company, a detailed study and mapping of the processes should be carried out so that, from this information, it’s possible to identify what can and what can’t be automated. Not every service can be under the responsibility of a chatbot, as certain points still need human intervention. The implementation process should be gradual so that there is an internal and external adaptation, problems correction and improvements.
Next, a development team specializing in this type of technology must be hired. Push is a company that has a complete chatbots development platform and specializes in this segment. It has high technology to develop sophisticated solutions and has a highly trained and qualified team that will meet all the needs of your business.
The development and deployment must be carried out in stages, contemplating a project with several phases, passing through the approval environment and, later, to the production environment. Like any project, the company must be careful and attentive in each step, starting a new cycle only when the previous one is finished, because, in case of development and deployment problems, it will be easier to carry out the correction and there will be no shutdown of the entire system.
What are the chatbot advantages?
Having one or several chatbots working for your company has many advantages.
- Provides automated service, 24 hours a day, 7 days a week;
- No need for large service teams;
- Allows customer support in an objective, quality and with intelligent interaction;
- Increased sales and promotion of digital strategies;
- Saving time in solving basic customer problems;
- They are in constant evolution and learning and this happens automatically, through the machine learning, based on the cases occurred and feedbacks given by the clients.
As you can see, using this technology can greatly help your company in new business ventures and customer engagement.
What are the chatbot disadvantages?
As all fact and scenario have positive and negative issues, in the technological and business relations the same effect occurs. As far as chatbots are concerned, they also have disadvantages and limitations. Not many, however, should be considered and analyzed for a conclusion according to your business and their respective needs.
- It can be confusing at first. Until your customers accept the idea of being served by a robot, they may create a resistance to change;
- Decreases the contact between clients and employees of the company. If on the one hand, this speeds up service, on the other hand, may imply an impersonality;
- Chatbots only deal with low complexity issues. This may change in the future, but so far, only simpler subjects can be solved by robots.
To avoid these types of problems it’s important to invest in a good experience of using the bot.
Which segments can adopt a chatbot?
Virtually every segment can adopt the chatbot use, from health plan operators to companies in the financial sector; from a travel agency to a large industry. What makes the chatbot use in an organization isn’t its size or segment but rather the ability to plan how this tool of great potential can help your business.
The adoption of this technology has grown considerably day by day. Companies such as Pizza Hut, Sephora, Uber, eBay and American Express have surrendered to this powerful tool and are increasingly approaching their customers to get along with the company. As you can see, the companies mentioned are from different segments, so we can conclude that the solution through chatbot is very productive in many areas.