Process Automation / Chatbot

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What is a Chatbot?

Chatbots are gaining popularity. Chatbot is nothing but an automated program which understands the customer questions and provides them with the most accurate answer. You can imagine chatbot as a 24×7 customer service representative which is accurate and always available. This anytime availability of chatbot makes businesses easily available for their consumers and prospects.

How chatbot can help organization with customer experience?

Chatbots can be configured to manage routine customer interactions. As the interaction becomes more complex, chatbot can seamlessly transfer the interaction to human CSR saving important time for the customer reps and significant dollars. Some typical customer interactions that can be managed by Chatbot are:

  • Hours of Operation questions
  • Scheduling an appointment
  • Logging a complaint
  • Generating current and past statements for the customers
  • Leading customers to additional sales
  • Answering frequently asked questions like return policies, shipping information and many more

Why Chatbots are gaining popularity?

Over a last decade, mobile and instant messaging applications have become primary medium of communication. Many people spent anywhere between 30 minutes to two hours on a social media / messaging platform like FB messenger, Slack, WhatsApp, WeChat, Twitter and more. People are more used to chat like asynchronous messaging compared to calling a customer care call centre and waiting for more time. If businesses communicate in a way people are comfortable and are also available 24×7, then they take their customer experience a notch up and create a sustainable customer loyalty.

How business can reach to customers using chatbots?

Chatbots can be easily hosted on various platforms including popular
messaging, workspace and social media platforms. Below is the list:

  • Website and mobile app for the business
  • Twitter
  • FB Messenger
  • Slack
  • Skype

How can chatbot understand customer language and answer the customer accurately?

Chatbots are equipped to artificial intelligence technology suite. This includes natural language processing, machine learning and deep learning. These technologies help the chatbot to improve the accuracy of response and learn as more and more interactions are made using the chatbot.

What is infrastructure needed to host the chatbot?

Chatbots can be hosted on On-Premise servers or they can be hosted in the cloud. Some popular chatbot platforms allow developing and hosting the chatbot on their infrastructure while frameworks like Google Dialogflow and Microsoft BOT framework help in developing the bots on premise and allow to host in the cloud.