Introduction to Chatbot
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The document discusses the benefits of using chatbots for marketing. It begins by defining chatbots as software applications that mimic human conversation to simulate interactions. It then explains that chatbots work using natural language processing to parse user inputs, interpret meaning, and determine appropriate responses. The main benefits discussed are that chatbots can save time and money by automating customer service, generate leads and revenue by gathering user information, guide users to better outcomes through qualifying questions, provide 24/7 support, and offer a unique engagement experience for customers.
Introduction to Chatbot
- 1. THE COMPLETE GUIDE TO CHATBOTS FOR MARKETING NUPURANDWORLD
- 2. What Are Chatbots? Chatbots – also known as “conversational agents” – are software applications that mimic written or spoken human speech for the purposes of simulating a conversation or interaction with a real person. There are two primary ways chatbots are offered to visitors: via web-based applications or standalone apps. Today, chatbots are used most commonly in the customer service space, assuming roles traditionally performed by living, breathing human beings such as Tier-1 support operatives and customer satisfaction reps.
- 3. Conversational agents are becoming much more common partly due to the fact that barriers to entry in creating chatbots (i.e. sophisticated programming knowledge and other highly specialized technical skills) are becoming increasingly unnecessary. Today, you can make your very own chatbot that you can use in Facebook Messenger, for example – all without a pricey Computer Science degree or even much prior coding experience – and there are several sites that offer the ability to create rudimentary chatbots using simple drag-and- drop interfaces.
- 4. How Do Chatbots Work? At the heart of chatbot technology lies natural language processing or NLP, the same technology that forms the basis of the voice recognition systems used by virtual assistants such as Google Now, Apple’s Siri, and Microsoft’s Cortana. Chatbots process the text presented to them by the user (a process known as “parsing”), before responding according to a complex series of algorithms that interprets and identifies what the user said, infers what they mean and/or want, and determine a series of appropriate responses based on this information. Some chatbots offer a remarkably authentic conversational experience, in which it’s very difficult to determine whether the agent is a bot or a human being.
- 5. The Value of Chatbots One way to stay competitive in modern business is to automate as many of your processes as possible. Evidence of this is seen in the rise of self-checkout at grocery stores and ordering kiosks at restaurants. 1. Save Time & Money By automating conversations that would otherwise require an employee to answer, organizations save time and money that can then be allocated to other efforts. Instead of having your reps spending all of their time answering inbound questions, those individuals reallocate time to proactively finding relevant conversations to join with social listening tools.
- 6. 2. Generate Leads & Revenue Chatbots use direct messages to gather information necessary to provide effective support. For example, asking users why they’re visiting your page is one question that is likely asked in every engagement. Automating this initial interaction allows users to share the information needed for the agent to better serve them without requiring a human to ask for it.
- 7. What problem are you trying to solve? What are your goals? Where are you located? What department are you in? What industry are you in? Would you like personal support? 3. Guide Users to Better Outcomes Customers don’t always know where to go to find the information they’re interested in. In fact, your customers may not even know what it is they’re interested in. Maybe they just heard your brand name in passing and decided to explore. By asking a series of qualifying questions, you route users to the best place for them to find the information they want. Think through some of the questions to ask that will route your visitor to the best possible solution. These questions vary by business type, but some common ones are:
- 8. 4. Provide ‘After Hours’ Support As we saw from the Drift data, the most popular use of chatbots is to provide quick answers in an emergency. However, organizations that don’t offer 24- hour support won’t provide answers when the office is closed. By using a robust chatbot when your business is closed, customers still gain access to the information they need. 5. Engage Users in a Unique Way Traditionally, customer questions were routed to businesses via email or the telephone, which made user experiences fairly standard and non-customized. But chatbots offer a new, fun and interactive way to engage with brands.