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Improving customer interaction with Chatbots

In 2019 Gartner predicted that by 2020 customers will manage 85% of their business relationships without a human interaction.  We are now in the year 2020 and indeed quite a lot of online interactions are structured via bots. Think about Alexa, Siri or anytime you received automated answers on a company's website. 

A bot is a computer program that automates your tasks. Chatbots are programmed to hold a conversation with you, asking your needs and finding ways to help you without human interaction

Because of the COVID-19 pandemic, many businesses were forced to move their business to the digital word in order to better serve their customers. This is why chatbots are all the rage these days and an essential functionality to have.  


How do chatbots work?

Thanks to mayor advancement in artificial intelligence (AI), natural language processing (NLP) technologies and machine learning, AI chatbots have become one of the preferred chatbots to use. The other type of chatbot is the standard chatbot. Standard chatbots are often tailor made using each company’s own chatbot logic and chat flow. So instead of having the bot thinking for itself how to react to a message, the company presets some responses that the bot will use in conversations. Therefore the standard chatbot is limited to handle moderate sophisticated conversation, like welcome messages and product suggestions.

At the other hand, the AI and NLP powered chatbots can understand a message and even request the interaction history with the customer using the company's CRM. They look for example at what the person previously purchased, their location and interests and combine this with the costumer's intent; what do they want to accomplish with their message. Thanks to NLP and machine learning, the AI chatbot is able to respond to questions in a more natural, human way as can be seen in the example below. 

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What are some benefits of using a chatbot?

Chatbots can help build bridges between you and your customers rather than erecting barriers. Nowadays, chatbots can be easily integrated in social media services such as Whatsapp, Facebook  Messenger. This way chatbots make you directly accessible to your customers on the platforms they regularly use. No matter the stage they are in in their buyers journey, a client or prospect will have a more valuable interaction with your business if they can get a faster response when asking for information, place an order or require assistance for a purchase they made. 

The future is becoming more conversational and more proactive because of chatbots. According to the Aspect Consumer Experience Index, 61 percent of consumer feel that chatbots are the future of customer service. Meanwhile, 70 percent of millennials report positive experience with chatbots. So, there is a big chance your customers will benefit from a chatbot on your sites.  

Chatbots also bring benefits to your internal company structure. Using a chatbot you can make more efficient use of your employees by having them deal with more specific problems. The chatbot would namely filter out problems that can be easily solved, leaving the more complex issues to human employees. Say Goodbye to cluttered mailboxes! 

 

Chatbot Platforms

If you’re looking to integrate chatbots into your company, we have assembled a top 4 of chatbots platforms you can use. Keep in mind that each business has a different need, therefore it is always recommended to evaluate your general strategy to see how a chatbot can best fit in. Six & Ten Productions can definitely help you with that!

MobileMonkey 
MobileMonkey is a popular chatbot builder for Facebook Messenger. You build chatbots to help you grow your contact list, segment your audience, and even build messenger funnels (and alternative to landing pages) that opt people into audiences when they click on the ad. These chatbots can also be programmed to make appointments, answer FAQs, track purchases, and use A.I. to match content via keywords and interactions. Now they have the SMB & Startup Edition a free forever for qualified businesses.

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HubSpot Chatbot (Conversations)
With acquisition of Motion Ai in 2017, HubSpot chatbot is part of the free chat tool. With HubSpot chatbot you can manage your meeting, provide answers to common customer support questions, qualify leads, and more. The benefit of the HubSpot’s chatbot is its integration with HubSpot’s free CRM tool, which means that your messages are more personalized based on information you already have on your contacts.

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Watson Assistant
One of the most advanced AI-powered chatbots on the market, developed by one of the leaders in AI, IBM. Watson Assistant can be pre-trained with content from your specific industry, it can understand your historical chat or call logs, find answers in your knowledge base, ask customers for clarity, redirect the chat to a human representatives, and even gives you training recommendations to perfect its conversational abilities. Watson Assistant reduces the cost of customer interactions, helping your agents focus on complex use cases and not repetitive responses.

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Bold360
In order to help brands, build chatbots that can understand their customer better, Bold360 patented their own natural language processing technology. It reduces the need of keyword matching and finds an accurate way on how to deliver answer to their customer. The conversational AI can interpret complex language, remember the context of an entire conversation, and reply with natural responses. Manage product sales through the chatbot. And even give the chatbots its own personality.

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Let us advise you

There are many other chatbot platforms out there for each industry and categories. But for now, this our list of chatbots platform you can rely on to build chatbots to interact with your potential clients and current customers. Keep in mind that the biggest challenge with chatbots is not the technology but finding the right way to program and structure the conversation.

That's where we jump in; our advice is based on the specific needs of your company. At Six & Ten Productions we can help you find the best strategy to grow your business. Come chat with us to set up your appointment!

 

 

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