Online businesses are using chatbots to solve queries of users in real-time. They play a crucial role in the success of a business, and in the future, more and more businesses will use AI-powered bots. Nearly 80% of businesses are using chatbots in 2020.
There are two categories of Chatbots:
- Command based chatbots
- AI Based/ Machine Learning ChatbotsCommand Based Chatbots
Command based chatbots
Command based chatbots use a databank of replies. Command based chatbots can’t create new texts. They match an answer to the context of a query. Since these chatbots can answer only a limited number of queries, for out of the box questions, there is a requirement of manual help at the back-end. In order to provide an answer to a question, chatbots first understand the question and use dynamic search or template search t understand and answer the question.
AI Based/ Machine Learning Chatbots
AI-based/ Machine learning chatbots are equipped with the ability to answer all types of questions; they don’t depend on a databank of replies. These chatbots answer queries with the help of natural language processing. Not only that, they are equipped with learning ability, they learn from past questions and answers, and with time they become smarter.
Let’s see the many business benefits of chatbots:
Save Human Resources for other Quality Tasks
Chatbots are available seven days a week to assist your customers for a specific task. The thing about chatbots is that they don’t get bored and tired. Unlike some humans, they are not rude to customers. Chatbots for business are great as people get a great service around the clock, which means that human resources are free, and they can be used for other quality tasks. It will save cost.
Do you find it difficult to keep the business around the clock? Everyone seems to be having this problem. But thanks to chatbots, you can do that easily and effectively. You lose potential customers when they try to get in touch, but there is no response from your side, especially small and medium-size businesses need to be available for customers to increase ROI. You can trust chatbots to reply to your customers’ queries. Chatbots ensure that your business remains open all the time in some form or the other. Even if a customer comes to your site at 2 am, a chatbot will be there to assist him.
A chatbot can give information about your business, products, services, make reservations, etc.
The development cost of Chatbots is Cheap
Not only are chatbots efficient and work 24/7, but their development cost is also cheap when compared to app development. It is an investment that helps you provide a great experience to users. When you value your customers, you get customer loyalty.
With chatbots, you can handle more customers’ queries than ever before. If you are using human resources to handle queries of customers, you can only handle a limited number of customers as humans need a break, they get tired, the enthusiasm level changes, among other things.
When you use chatbots in addition to human resources, you can easily scale your business and handle a vast number of customers effectively.
When you use chatbots, you will see more user queries and more customers.
Answering customers’ questions build Trust
How would you like it when you ask a brand some questions related to its products and services, and nobody cares to answer? Would you like to trust such a business? Definitely not! When you know there is such fierce competition; you can’t afford to lose customers. Queries, no matter how small, should be answered quickly. When you attend to customers quickly, there are high chances of a sale, and old customers become loyal when they see the business values them. Chatbots provide instant replies, which is a plus point for your brand.
Humans are not capable of providing instant replies to each and every query, and they are not available 24/7.
Chatbots Provide Better User Interaction
Chatbots have text or voice chats with customers like a human agent. They keep users engaged in your platform by providing them specific solutions. When a user goes to your site, the chatbot greets the user. If the user has some queries, he can get answers by the chatbot. Mostly users are provided answers from the database, but it looks like a real human interaction. After every answer, the user is provided with a list of options, and the user has to choose one, which makes the whole conversation efficient. Emirates engagement rates increased by 87% after deploying chatbots.
Chatbot development companies say chatbots are here to stay! They are the new face of customer support. Also, many people prefer to get help from a bot than from customer care executives. People like to send a quick message and get instant replies instead of waiting many hours to get the right answer to their query. Chatbots are user-friendly and are a great and easy way to know about a brand, its products, and services. The 24-hour availability of chatbots is a favorable point for both businesses and customers. They are a great way to provide a great user experience to your users and earn the trust of clients.