55% of consumers are interested in interacting with a business using messaging apps to solve a problem
– Alphabet (Google’s Parent Company}
What is a Chatbot?
Customer queries are parsed using NLP technology to identify ‘intents’ that are then matched with an extensive database of ‘responses’ fine-tuned with ‘context’ analysis. Machine learning is used to build intent-response relationships on the fly to answer new queries.
Chatbots are gaining popularity as they get deployed for different business objectives. Customer Support, Shopping Assistance, Travel Planning, Appointment Booking and Quotations.
Better customer engagement
Helps you save on money and time
Monitoring client’s data
Keeping up with trends
Usage & Benefits By Business Sectors
Product sales, complaint management, product discounts, store finder, order tracker, returns management, digital coupon delivery
Account details, health history wizard, doctor locator, personal training notifications, prescription refills, appointments with doctors
Account details, bill management, outage alerts, digital meter information, saving and safety tips, complaint management
Account details, package tracking, shipping information, pickup scheduling, bill payments, location finder, proof of delivery.
Account details, shows, episodes, schedule, alerts, technical support, complaint management, merchandise, bill payments
Travel & Hospitality
Account details, room bookings, offers, hotel directory & map, gift cards, etc.
Account details, payments via chat, store locator, complaint management, product wizard (suggesting products based on profile information).
Account details, peer-to-peer payments, product-service wizard (suggesting services based on users’ profiles), branch/ATM locator, investment assistant, notifications about new deals/prices (stock-currency), overdrafts alerts.
Account details, quote wizard (displaying products based on users’ profile), agent-store locator, request assistant, incident report, claims management
What are the roles of the bot ?
The bot provides a range of sales services such as invoice generation, payment, and payment status tracking. Besides direct sales, a bot successfully provides cross-selling.
The bot gathers potential customers and offers them value: loyalty card or discounts, for example. Also, the bot is able to gather customer’s information and make appointments.
The bot provides customer support and issues resolving 24/7. Helper answers to the FAQ and saves the time of live agents. The bot is also able to connect live agents with users if necessary.
The bot aggregates the data from different resources into a message and notificates customer regarding service changes.
The main value of a bot is the conversation flow with user. A bot is able to establish a friendly amtoshpere and improve the users’ mood.
The bot integrates with appropriate API to complete clients’ requests. The bot is able to provide customer authorization and integration with another mobile or web services. After integration, a bot gives out processed result in the appropriate format.
The bot automates such processes as showcasing rules, presenting new participants or advertising.
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