What is a chatbot? What can this technology do for your business? Undoubtedly one of the most talked-about topics in the business environment, in recent years, chatbots have emerged as a trend for sectors such as customer service, marketing, and sales of companies.
A chatbot is a software that can simulate a conversation with a user in natural language through messaging apps and websites. And if you have doubts about accepting the tool among your customers, know that they are more prepared for this type of relationship than you might think. A Drift, Salesforce, and SurveyMonkey study found that 69% of consumers prefer to use chatbots for quick communication with the brands they interact with. In addition to accepting to interact with the “robots,” most users prefer this type of contact, compared to the traditional connection between humans.
Just look at the facts a little more carefully, and we’ll understand why this type of preference:
- a chatbot will never be rude to a user;
- a chatbot will always look for the most effective solution for the customer;
- a bot does not keep sending the customer from operator to operator, nor does it leave a customer waiting for hours on a call;
- A bot is available 24/7, solving customer or lead problems when they need it, and so on!
In no way do we want to give the impression that a human attendant does not act professionally in the search for solutions to customer demands; however, the fact is that the automated system does not go through issues such as stress at work, for example.
However, contrary to what you may be imagining, what is a chatbot was not created to replace humans but to assist them in some types of functions. The interaction between humans and chatbots can create an even better user experience for customers and leads.
What Is A Chatbot?
A chatbot is a program created to simulate conversations with human users, using the internet as a path. Chatbot systems are installed on websites, messaging apps, and other systems and can interact with a company’s contacts and its customers.
In general, a bot can act actively, initiating an interaction with a contact, or it can receive messages and, from there, interact with the user.
Why Are Chatbots Important For Today’s Businesses?
We still live without chatbots. Yes, but we also lived until the 90s without a computer on every desk in an office. Even if you didn’t work in the days of the typewriter, it’s not hard to agree that computers have changed business dynamics, reducing the time spent doing daily tasks and increasing the entire company’s productivity. Just imagine your day-to-day life without a computer. Difficult? Well, that’s what I’m talking about when I explain what a chatbot is and why it should be part of your company’s plans.
Resistance to new technologies is quite common, and the thought “we live without it so far” is a reality. However, this attitude will not help your business, on the contrary, soon, without adopting chatbots for some areas of your business. The company, you may lose competitiveness.
But going back to the reasons why a business should consider what a chatbot is, a Hubspot survey shows that 47% of consumers said they would buy items from a chatbot. Also, according to other research, an e-commerce chatbot can increase the conversion rate by up to 25%. Of course, it’s not just virtual businesses that can gain from adopting this tool.
The Future Of Automation
Now that you know what a chatbot is, you must understand that there is not just one type of chatbot. In general, you can choose to:
- rule-based bots;
- bots with artificial intelligence.
While rule-based chatbots work based on predetermined keywords, AI-powered chatbots can understand the user’s language and learn from it. Chatbots with AI and NLP (Natural Language Processing) understand a user’s intent and respond more naturally and completely.