Chatbot as a CPaaS service is computer software that facilitates companies in interacting with their customers in real-time. Chatbots can answer questions asked with recorded responses, handle different levels of basic requests, and direct customers to the right human agent to help with customer issues. ‘Bot’ in the word chatbot means a robot equipped with Artificial Intelligence (AI) capabilities so that the chatbot response can be designed flexibly or like chatting with humans.
How does it work? The chatbot system works by understanding and responding to keywords written by the customer or taking basic input such as answers to yes/no questions that the customer clicks on in the chat box. However, it is more common for companies to use chatbots with more complex processes such as natural language processing (NLP) and machine learning. So that the response made by the chatbot seems more lively and seems natural.
Today, most industries use chatbots for various purposes. Some companies use chatbots to serve customers in routing contacts or gathering information. Others use chatbots to qualify leads more efficiently and drive increased revenue. There are many use cases for chatbots that can help companies.
Benefit Using Chatbot
Seamless Live Communication
Customers tend to like fast service because waiting will only waste time. If the company is not able to answer customer problems, it is not impossible that they will lose their patience. Anticipating this, the chatbot can analyze questions and answer customer questions appropriately. Because now many companies are using chatbots on the company web or messaging applications used by companies, customers don’t need to waste time when they want to get information. Live chat can immediately work on all devices including messaging apps like WhatsApp, Telegram, or Facebook Messenger.
24/7 Availability
The chatbot will work 24 hours non-stop so that when customers want information or need help, the company can always be there to serve customers even outside normal working hours. This will certainly create greater customer satisfaction because they will get fast service without waiting for an email or voice message reply.
More Economical and Efficient
The company’s need to develop complex and inexpensive customer service will be met with chatbots. The implementation of a chatbot will incur an initial investment cost, but in the long run, this cost can be lower than the cost of training or the salary of a customer service representative. So the company can save costs. For example, chatbot savings in the banking industry are estimated at $209 million in 2019 and will reach $7.3 billion in 2023.
Offer a Smoother Customer Journey
Chatbots have the ability to make the customer journey easier and smoother. For example, in e-commerce, there are several things that prevent customers from completing purchases such as a confusing checkout system, and others. Chatbots can streamline the buying process by appearing on any page to offer product or shipping information, provide customers with more insight through related videos, or provide promotional codes which will reduce purchase abandonment rates.
Reduce Stress for Consumers
Chatbots offer the important benefit of reducing customer frustration. Helpshift revealed that most consumers are afraid or uncomfortable contacting the customer service team at a company. Even for some people, phone calls are frustrating and time-consuming. 55% of people choose to use chat robots as a faster, more efficient, and customizable resolution avenue.
Chatbot Use Cases
Chatbot in Customer Service
Chatbots have a big impact on customer service because customers are always looking for quick solutions and personal assistance will improve their experience and satisfaction. Chatbots for customer service can help companies provide information about FAQs and other things. There are several use cases for chatbots in customer service, including:
- Automate website support, connecting the chatbot with the company’s website will increase operational efficiency and offer convenience to customers. Bots are adept at solving common questions without involving human agents.
- Customer Service inside the mobile app, a chatbot that is applied to the mobile application will make it easy for users to get services anywhere so as to provide more value for the company.
- Internal helpdesk support and chatbots are able to accelerate the productivity of the internal workforce because chatbots are software that can independently analyze human language. The chatbot will extract the entered keywords and provide relevant support links from the company’s knowledge base.
- Collect Customers Feedback, with company chatbots, can generate engagement that encourages customers to complete surveys so that it will generate profits for the company.
- Help to confirm an order and track shipping, the chatbot can help customers find out shipping information quickly just by entering the shipping id.
Chatbot in Sales
The use of chatbots helps companies ask relevant and contextual questions, qualify leads, and book sales meetings at scale. In sales, chatbots help direct customers to the right sales representatives to book an appointment or close a sale. Sophisticated chatbots with the latest artificial intelligence can enable automatic appointment bookings, making it easier for customers to place orders directly from the company’s website or other company-owned applications. Bots can also be linked to calendars to offer appointment slots to customers so they can book non-stop meetings without human assistance.
Chatbot In Marketing
Customers tend to prefer fast service actions, chatbots are the best service for customers who want an instant response of fewer than 30 seconds. Then the chatbot template for marketing will always be active 24 hours a to handle information-based inquiries. Chatbots are easy to scale during peak hours to provide a better customer experience.
Keep in mind for the marketing team, if the company wants customers to proceed to the final stages of the sales funnel, it is very important to clarify their questions, understand their preferences, guide and provide them with solutions, and recommend the best suitable option in their buying journey. With chatbots, companies can track customer journeys according to their interests, preferences, and needs.
Chatbot In Social Media
Currently, there is increasing use of social media platforms for business, the four main social networks that are consumer choices are Facebook, Twitter, Instagram, and Linkedin. Chatbots can increase user engagement on popular social media sites and communicate with customers via live chat platforms such as WhatsApp or Facebook Messenger. Bots are involved in social media marketing because they enable customer service activities and transactional engagement with customers.
Voice-Based Chatbot
Some digital customers prefer voice and text-based interface messaging platforms. Conversational chatbots are assisted by artificial intelligence AI to serve customers via text and voice. Voice bots engage customers with automated communication. Companies can provide reliable data insights to customers with chatbots and offer personalized solutions to meet customer demands. One example is the voice bot service adopted by banking companies.
How to Get Chatbot
Chatbot Builder
One way to use a chatbot is to build the chatbot itself. In a number of CPaaS providers, there is a chatbot builder, which is a system that allows companies or institutions to create their own chatbot answer templates tailored to the information that customers may need. Bot responses can be in the form of text, random text, images, audio, video, and others.
The chatbot builder uses a contextual method that relies on an artificial intelligence system with machine learning (ML) so that the conversations that occur seem natural. This method also uses Natural Language Processing (NLP) technology which makes it easier for AI to understand each context and user intent in the appropriate language form. When the user types “Hello”, then NLP will automatically help the bot to determine the right answer.
Chatbot Solution by Request
The way these chatbot works has a low level of complexity. Users only need to follow the order of answers that have been programmed by the bot engine. Some companies choose this chatbot method because it is considered faster and still has value in terms of serving user questions. In its use, users will be faced with several widgets in the form of buttons containing the answer text.
Chatbot builder and chatbot solution by request are two services available at OCA. Business people who want to use chatbots to improve their services can try chatbot services from OCA. If you want an answer that looks more natural with more variations, you can use a chatbot builder service. You can create answer templates on the bot so that it makes the bot conversation more informative. However, if you want a fast and uncomplicated bot service, you can use a bot solution by requesting service, by submitting the appropriate answer text to the OCA.
Leave a Reply