AI in Chatbots: Have you ever imagined how much your business would advance if customer interactions were more efficient? There is a technology for this, and it is increasingly accessible for all sizes and types of companies.
The secret is in the use of Artificial Intelligence in Chatbots. Reading this, many people might think of teams of scientists working day and night to develop complex computer programs. In addition to a large investment, only possible for the market giants
This no longer corresponds to reality. Small and medium-sized companies provide incredible customer experiences through simple and practical mechanisms.
One of the most used is Chatbots. They have been the gateway to Artificial Intelligence in companies’ routines, integrated into the customer service process, relationship, and sales effort.
Other people could then argue that there is a shortage of financial resources in the face of the global economic downturn. However, in this context, high technology makes perfect sense because it reduces costs while increasing productivity. In other words, you can do more with less.
Some software providers offer state-of-the-art and low-cost solutions, even for those on a limited budget.
But, First Of All, Pay Attention To Two Warnings
First, make the right choice because the tool that works well for one company may not work for another, depending on the nature of the problem to be solved. Each case needs to be studied carefully, preferably with the help of a qualified professional.
Second, make a Communication Plan to align the tools with the company’s objectives and goals. Proactive decisions made today will generate good results later. However, without planning, even an excellent tool will not save a misguided strategy.
How Does Artificial Intelligence Work In Chatbots?
Chatbots are software that reproduces human conversation. The little robots chat with users on various platforms, applications, e-commerce sites, and social networks such as Facebook.
With this, companies can serve customers and provide information, sell products and services, conduct research, or deliver content. Therefore, you have already talked to many of them, perhaps without even realizing it.
They work as virtual assistants who interact with people through automated texts. They usually appear in a pop-up window below the screen, offering to help, answering questions, etc. It’s like a 24/7 call center.
There Are Two Types Of Chatbots
Rule-Based Ones, Which Are Simpler
As the customer writes, the robot identifies patterns based on keywords already defined and introduced in the software. Hence the importance of good planning.
The issue is that the robot can only establish the dialogue if the user writes the programmed keywords. Then he responds, “Sorry, I don’t understand.”
Those Based On Artificial Intelligence Are More Complex
Essentially, Chatbots record every word written by the customer and process it. They don’t give pre-made answers. On the contrary, they respond with content appropriate to the topic and make personalized suggestions.
How To Apply Artificial Intelligence In Chatbots To Get Good Results?
One of the important competitive differentiators in today’s market is how companies respond to customer demands. And they are increasingly knowledgeable and demanding.
Everything possible should be invested to offer a satisfactory experience in the customer’s relationship with your brand. Finally, here are some applications of Chatbots:
1- New Relationship Possibilities
Social networks have increased contact points with customers and diversified forms of relationships. Chatbots amplify this communication with them, making it more direct and easily accessible.
The current challenge is to provide an immediate and objective response to customer queries and complaints. It has to be accurate and fast. The shorter the response time, the greater the satisfaction.
On the other hand, the opposite is also true and even more harmful. Social networks make any dissatisfaction viral with incredible ease, which can scratch the company’s image.
2 – Improve The Service Process
Many of the questions asked by customers are logical, especially when it comes to e-commerce. For example:
- What is the guarantee?
- What are the paying ways?
- Can I exchange a product?
- How long will it take to deliver?
- Is shipping free?
This first step can and should be optimized. Directing employees to keep writing repetitive responses is a good use of time and money. This way, people can have more time to devote to more complex interactions.
3 – Qualify And Customize The Content
As we already know, Chatbots that use Artificial Intelligence store users’ words. The client tells his pains, reveals his preferences, and confesses his objections.
This database is extremely valuable and should be used to identify psychological patterns and behavioral profiles that help in the creation of Content Marketing strategies.
In this way, the content will be generated based on customer demands and delivered to meet their most pressing needs.
4 – Increase Team Productivity
In addition to the advantage of freeing employees from repetitive activities, Chatbots can also be used to improve internal communication.
This way, teams can share information, and departments become more agile, with more fluid and efficient management. The impact on productivity directly qualifies the company’s offers to its customers.
5 – Reach Customers Where They Are
With increasingly evolved geolocation and segmentation tools, it is possible to know exactly where the customer is online and offline.
Reaching it through instant messaging apps or social networks has become a necessity. People are used to these means and use them most of the time.
So, it only remains to know which are your customer’s preferred channels and incorporate Chatbots to narrow communication and provide qualified service. This becomes even more important in times of social distancing.
6 – Boost Sales Effort
When the customer writes in the dialog boxes, Artificial Intelligence identifies their needs. This information can be taken to the Commercial Department, which will then be able to redirect the sales effort.
Furthermore, bots keep browsing history information. Thus, when the customer makes contact again, it is optional to redo the stages of the sales process.