With advancements in technology, people all over the world are seeing an increase in automated responses from business owners. At first, you may have noticed auto-generated email responses stating that a person was out of the office, or that your email had been received and you were not to respond. While these automated responses are still commonplace in the working environment, technology has evolved. Recently, chatbots have become more accessible to the general public - business owners included. This is largely due to the operating systems that are being written to support and develop chatbots for businesses without any IT training needed. There may be some questions so let’s start simple.
What is a chatbot? A chatbot is exactly what the name suggests. It’s an AI (Artificial Intelligence) program that chats with you via an electronic device. Chatbots have been in use since as early as 1966 but have only recently gained the favor of the average consumer; think of Siri or Alexa, for example. The next question is how can businesses use chatbots to their advantage? According to TechTarget chatbots are a good way to resolve simple tasks. For example, a chatbot can be used to answer repetitive questions consumers tend to ask. Its job is to analyse, make sense of queries and give responses independent of a human operator (although some chatbots are a fusion of the two).
How effective are chatbots at resolving such issues? Small Biz Genius states that chatbot statistics show that chatbots are able to answer up to 80% of standard questions. Further, it can improve the customer experience by always being on the clock whereas human agents have the habit of knocking off at 5PM. Additionally, because chatbots are AI they can also collect data from conversations which can better be used to analyse trends and consumer behaviors.
It has been suggested that more and more businesses will adopt this technique within their communications. I can hear the complaints already. But what about human interaction? With the help of chatbots, human agents working in the company can spend more time dealing with more complex consumer needs, therefore, increasing the consumer’s experience with the company. As mentioned earlier, some chatbots work in such a way that human operators can be assigned to the conversation. This means that you are getting the answers you need should the query be more complex than the chatbot can manage.
Deo Gratia’s chatbot helps us with these very tasks! If you are one of our valued clients and you would like to try it out send the word ‘hi’ to 066 166 0261 on Whatsapp. If not, but you’d like to be, we would love to add you to the chat! Contact us via our webpage, today!
Resources:
Chatbot Statistics
Chatbots: A History
What is a chatbot?
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