A Guide on Chatbots
A Guide on Chatbots
Let's take a look at chatbots. Find out what they are, what they do, why they're important, and how they work.
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We are halfway through of completing this year, but before it ends, we don’t want you to turn a blind eye to a technology that is significantly going to boom. According to Gartner, chatbots will power 85% of all customer service interactions by the year 2020.
Yes, you read it right. 85% of customer service by 2020 and we are mid-2018.
If you are new to the concept of a chatbot, now need not to worry as Floatbot brings you a comprehensive guide on what is a chatbot and how you can implement for your business.
This data gives us 2 important details:
- That the customers are more likely to choose a chatbot to solve their queries.
- Adopting this technology at this stage can be ideal for you.
But what is this a chatbot? Why is it important? How does it work? Why is it so popular? Which company can use a chatbot? These are the questions you will encounter when you think of considering a chatbot.
Put these thoughts out of your mind, we've got your back! This article will help you understand what a chatbot is and various other parameters surrounding it. So, let's start by looking at the definition of a chatbot.
A chatbot is a computer program designed to simulate a conversation with human users, especially over the Internet. A chatbot interacts with your customers via the internet in the form of messages. Here, the chatbot doesn’t set commands, it simply helps the users to provide solutions by using the most natural form of communication, i.e chatting in the language that the user understands.
What Can a Chatbot Do?
In basic terminology, a chatbot can automate tasks. The task can be further divided into other segments like customer support, surveys, lead generation, appointment scheduling, and much more.
Here are few cases in which chatbots have successfully helped many businesses.
- A Chatbot helps customers solve their queries related to your brand. Answering FAQs or giving information about your product or service.
- Besides helping customers solve queries, it also helps them to book appointments, know the availability of your product, help them plan their trips, and much more.
- Apart from answering queries, bots are also capable of answering multiple queries at a time. This can be considered a huge benefit of implementing a bot.
- Considering the above cases, it proves that chatbots definitely decreases the time of tasks and helps improve overall performance. On the basis of reports, it has been estimated that brands can save up to 60% of their time using chatbots.
Why Chatbots Are Important
With doing all these activities, here are few reasons why it has become the talk of the town and why industries were quick enough to adopt it.
Chatbots offer brands to be available on platforms where their audience spends most of their time i.e online.
Your chatbot can be integrated on platforms, which helps you to be in the same room with your customers. Whenever a user needs some information, they can directly reach you on these platforms.
These integrations also lead to sales. It acts as your online sales representative to a large audience available online. Your bot provides flexibility and helps them to reach you 24/7.
The other element that helped chatbots gain popularity is the fact that they give a personalized response to each and every user. This made the various sector use this technology as it was not specific to any one particular industry.
Chatbots are majorly made up of two types:
- Workflow-Based or Simple Chatbot
Workflow based chatbots are flow driven and menu based. Users get options to access the bot and that is how the bot works. You set the flows and information related to your product and when the customer asks about particular information, that flow will be triggered automatically.
- AI or Intelligent Chatbot
Intelligent bots are capable of recognizing the user queries with the help of artificial intelligence. These bots recognize keywords from the user queries and respond to the user accordingly.
With the help of NLP, these bots can also communicate in natural language with people.
If the user asks to schedule an appointment, then the bot will trigger the actions related to appointments.
The below imagine explains what an Intelligent bot is made up of
How Chatbots Work
Chatbots are capable of answering various user queries depending upon the functionality. They also guide users on getting appropriate information anytime they require it. AI-based bots can detect the user intents from the input query and evaluates and responds accordingly.
For example, if the user asks the bot to “Book a flight to Dubai on 5th July,” then the bot can detect the destination and date from the query.
While in the workflow based chatbots, the bot guides users with the help of flows. Flows can be internally connected or redirected to a URL (it depends upon the type of bot and requirements).
How to Build a Chatbot
Developing a chatbot with the help of code is challenging because you will have to get the right resources in place, get professional in the field of AI and technology, and develop such a portal. But as this technology was booming, the tech geeks couldn’t hold themselves back from making a platform for brands to use chatbots in the easiest way possible.
Now, chatbots can be easily created without prior knowledge of coding. Free DIY chatbot platforms enable you to create bots with items that can be used easily. Chatbot development platforms can help you in not only creating a bot but also adding DIY capabilities of AI and making the bot sharable.
Thanks for reading, and feel free to reach out and comment below.
Published at DZone with permission of Dharmi Gohil . See the original article here.
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