In an era where growth is a variable of services offered, why relay on Live chat agents and restrict the conversations to 2-3 when bots can communicate to multiple users at a time. A chatbot is a one-stop solution to all business needs involving customer support to handle the queries, thus increasing the organizational efficiency.
What is a Chatbot?
A chatbot is a conversational piece of software powered by pre-programmed responses or artificial intelligence to answer questions without the need of a human operator. It can be configured with most of the messaging applications making these easy to use and quick to configure.
The most interesting feature of the bots is that they learn from past interactions and become intelligent and smarter over time.
Chatbots works in two ways- Rule-based and Artificial Intelligence-based.
Rule-based chatbots provide predefined responses from a database, based on the keywords used for the search. However, Artificial Intelligence based chatbots inherit their capabilities from Artificial Intelligence and adapt their behavior based on customer interactions.
Uses of Chatbots
Chatbots have now been trained beyond human imagination with instant answers for customers 24/7 thus boosting the business. They can gather bits of data and provide ample information for the user and keep the customers more engaging. Above all, a chatbot is not confined to a single language and can be trained to help the user in their preferred language for the convenience of the customer.
Chatbots are being used across all major industries and domains such as:
Customer Service Management
Financial Services & Insurance
Healthcare & Life Sciences
Telecommunications & Media
Defense & Aviation
Hospitality
Manufacturing
Education