Although they can be very useful in streamlining the work of sales agents, their effectiveness could be reduced when dea
Posted: Mon Dec 23, 2024 9:11 am
There are different chatbot services out there, and if you find yourself looking for one, it's probably because your company has grown to the point where customer service needs to be more automated and effective.
According to a study , 78% of people would be in favor of resolving their queries with companies through a messaging application. In addition, more than 60% prefer to use automated self-service for simple customer service tasks.
Although a chatbot can be a great advantage for your company, there are a variety of them on the market that could be more or less effective for your business.
Therefore, on this occasion we will review:
What is a chatbot and what are its functions?
What types of chatbots exist?
Which chatbot is best for your business?
Who uses smart chatbot?: The success story of Dollar Shave Club
What is a chatbot and what are its functions?
A chatbot is an automated program (or virtual assistant) that is used to interact with a user through a website, messaging services, social networks or mobile applications. Its function is to help the user solve a problem or question or to carry out specific tasks, such as reservations, purchases or notes.
The most significant advantages of chatbot services are:
Streamline customer service to resolve frequently asked questions;
Automate processes;
Increase agent productivity by allowing them to focus on closing sales and other more complex activities.
What types of chatbots exist?
Not all chatbot services are created equal; the more precise the technology applied, the more effective it will be.
Therefore, it is very important to know what types of chatbot exist in order to choose the one that helps you streamline your customer service without neglecting quality.
The most well-known types of chatbot are:
ITR Chatbot
ITR (Interaction Text Response) chatbots, commonly known as dumb chatbots, are the simplest type of chatbot. They work from pre-established commands and buttons to guide the customer through simple and frequently asked questions.
“Word-spotting” chatbots
Chatbot services of this type are characterized by offering a slightly more personalized interaction than the previous one. They work through the delimitation of keywords , which are recognized and related to predetermined responses, which can be texts, images or videos.
Although it is possible to achieve much more fluid communication, this chatbot is not able to understand the context of the questions, so they are also limited when it comes to handling more complex cases.
You may be interested in: Messaging best practices for better customer service .
Smart Chatbots
Intelligent chatbot services are indian telephone number characterized by the implementation of Artificial Intelligence , Machine Learning and NLU (Natural Language Understanding).
These technologies allow the chatbot to be able to understand the context and intention of the sentences, which gives them a more human and personalized touch .
According to PwC , nearly 80% of U.S. consumers say speed, convenience, expert help and friendly service are the most important elements of a positive customer experience.
So, a quick response is not enough to determine the quality of customer service; accuracy, personalization and kindness are also key elements that should not be neglected.
A Forrester report showed that 30% of consumers say that not being able to communicate with a real human being is the most frustrating part of a bad customer service experience. Therefore, it is a mistake to think that all customer service work can be delegated to chatbot services, or that they only need to be able to answer basic questions to provide good customer service.
According to a study , 78% of people would be in favor of resolving their queries with companies through a messaging application. In addition, more than 60% prefer to use automated self-service for simple customer service tasks.
Although a chatbot can be a great advantage for your company, there are a variety of them on the market that could be more or less effective for your business.
Therefore, on this occasion we will review:
What is a chatbot and what are its functions?
What types of chatbots exist?
Which chatbot is best for your business?
Who uses smart chatbot?: The success story of Dollar Shave Club
What is a chatbot and what are its functions?
A chatbot is an automated program (or virtual assistant) that is used to interact with a user through a website, messaging services, social networks or mobile applications. Its function is to help the user solve a problem or question or to carry out specific tasks, such as reservations, purchases or notes.
The most significant advantages of chatbot services are:
Streamline customer service to resolve frequently asked questions;
Automate processes;
Increase agent productivity by allowing them to focus on closing sales and other more complex activities.
What types of chatbots exist?
Not all chatbot services are created equal; the more precise the technology applied, the more effective it will be.
Therefore, it is very important to know what types of chatbot exist in order to choose the one that helps you streamline your customer service without neglecting quality.
The most well-known types of chatbot are:
ITR Chatbot
ITR (Interaction Text Response) chatbots, commonly known as dumb chatbots, are the simplest type of chatbot. They work from pre-established commands and buttons to guide the customer through simple and frequently asked questions.
“Word-spotting” chatbots
Chatbot services of this type are characterized by offering a slightly more personalized interaction than the previous one. They work through the delimitation of keywords , which are recognized and related to predetermined responses, which can be texts, images or videos.
Although it is possible to achieve much more fluid communication, this chatbot is not able to understand the context of the questions, so they are also limited when it comes to handling more complex cases.
You may be interested in: Messaging best practices for better customer service .
Smart Chatbots
Intelligent chatbot services are indian telephone number characterized by the implementation of Artificial Intelligence , Machine Learning and NLU (Natural Language Understanding).
These technologies allow the chatbot to be able to understand the context and intention of the sentences, which gives them a more human and personalized touch .
According to PwC , nearly 80% of U.S. consumers say speed, convenience, expert help and friendly service are the most important elements of a positive customer experience.
So, a quick response is not enough to determine the quality of customer service; accuracy, personalization and kindness are also key elements that should not be neglected.
A Forrester report showed that 30% of consumers say that not being able to communicate with a real human being is the most frustrating part of a bad customer service experience. Therefore, it is a mistake to think that all customer service work can be delegated to chatbot services, or that they only need to be able to answer basic questions to provide good customer service.