Chatbot: Automated and Personalized Service
Automated communication tool, a trend in the digital world due to its efficiency and agility in customer service.
Automated communication tool, a trend in the digital world due to its efficiency and agility in customer service.
Chatbots are tools based on artificial intelligence, capable of processing a large volume of information quickly. Chatbot comes from the combination of “chat” and “bot” which is robot. It is a digital solution that simulates a human attendant. Usually the chatbot is deployed with the aim of automating the answers to common questions – those questions that are asked over and over again by several people. The big challenge is to answer the questions in such a way that people have the impression that they are talking to someone else and not a computer.
Conversation flows can be developed based on business need or according to what customers are looking for.
The communication process will become increasingly agile and qualified and the attendant does not need to deal with repetitive processes.
While employees rest, the chatbot is active 24 hours a day solving the problems of people who take advantage of alternative hours to search for solutions on the internet.
In addition to interacting, generating leads scheduling, attending, guiding the lead, the chatbot can serve several customers at the same time.
Chatbot optimizes repetitive processes, reduces waiting time, helps the customer's purchase journey, among many other advantages.
SACs are the ones that use chatbots the most, mainly for initial questions or very common doubts. After all, most customer support services have repetitive queries and these processes can be automated with artificial intelligence. However, it is worth remembering that in more complex cases, the presence of an employee is essential, completing the service. However, this employee will certainly spend less time, as most of the questions were answered by the chatbot.
Within the marketing area, chatbots are very important, especially if you work with an inbound marketing or content marketing strategy. Bots can entertain your audience and provide a lot of content for these just getting to know your business or your niche, interacting with them in a completely different way.
Your customers or leads don’t always want to install an app in order to talk to your business. Chatbot are an alternative, functioning as a true relationship channel taking advantage of chat applications that users already have, such as Facebook messenger, telegram, Gtalk and so on. Plus, you shorten the learning curve. In other words, as people already know these applications, the chances of them interacting with your robot increase, improving the technology's usability.
Internal communication can also be favored with chatbot. All you have to do is create robots with restricted access to teams and integrate them with software for exchanging messages between closed groups, for example Slack, in this case you can either create conversations between people, or use the chatbot to send automatic responses or specific data, improving communication between your teams, especially for those working with freelancers or remotes.
Natura developed a chatbot to increase sales through Facebook and created a program focused on the future and current resellers and localiza hertz allows you to rent a vehicle through its own fan page on Facebook. As you have seen, there are countless possibilities to use a chatbot in your business. The important thing is to define very well what will be the objective with the use of this technology and think about what kind of chatbot you should invest.
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