A chatbot is computer software that simulates human conversation online over a chat channel. The chatbot is programmed to give certain answers to questions that consist of a set of keywords. When it detects these words, it gives the answer related to them. It might not completely answer the customer’s question or solve the matter, but it can guide them through to the solution.
To make the chatbot work, you need to create a built-in template or a scenario and the chatbot will follow it while chatting to the customer.
The chatbot can be used for many things to make the customer service experience better and faster for both sides - the agent and the customer. You can use the chatbot for FAQs, sales, out-of-office hours, lead generation, basic transactions etc.
Here are some of the chatbot's benefits:
- Quick response - the chatbot replies instantly to the questions the customer has asked. As soon as the customer submits the question, the bot sends the answer in accordance to the keywords used by the customer.
- Availability - the chatbot can be available 24/7 - they need no sleep and they never get tired
- No limit with the chats they can handle simultaneously - they handle thousands of chats at the same time and this will not lower their quality or their speed
- Accurate messages - the chatbot cannot make any spelling mistake while in a hurry to type the answer and send it to the customer. They send the drafted and well-checked answers and that makes them mistakes-free. This is also very important for the customer service satisfaction
Together with industry leaders in AI, we’re currently developing an automated flow builder that allows you to quickly set-up conversational flows and allow your customers to talk with a chatbot. Thanks to machine learning and natural language processing it will get better every day and you can tweak it along the way.