Chatbot is an Artificial Intelligence (AI) software that simulates human interaction as naturally as you can imagine, meeting your needs quickly and assertively. The chatbot can be used to sell, ask questions about your products and services, capture information or even identify which stage of the funnel the Lead is in.
Currently, it is possible to create chatbots integrated with platforms such as: WhatsApp; Facebook; Messenger; Telegram; websites in general; call center systems; and virtual stores.
The purpose of chatbots is to allow customer service work to be scalable and contribute to the customer experience.
Every chatbot is made up of 3 elements
– Channel: the location where the conversation will take place — WhatsApp, Facebook Messenger, Telegram, etc.
– Content: The resources used in the conversation, such as text, emojis, and media files.
– Software: the program that dictates the rules of the conversation.
A chatbot doesn't have to be built with just AI. It can work in three different ways:
– Chatbot based on rules: accepts only predetermined responses;
– Chatbot with NLP (Natural Language Processing): uses Artificial Intelligence to learn from user responses;
– Hybrid chatbot: mix of rules with NLP.
Many people still wonder if chatbots will replace humans. The answer is no! They must not replace people. In fact, they should (and will) help them do what they do best: think. Chatbots came to help with customer service and marketing.
A survey conducted by Salesforce found that 80% of customers believe that the experience they have with a company is as important as its products and services.
Chatbots for businesses are ways to improve this experience and offer quick service and solutions to the needs and problems of consumers and prospects. Furthermore, a company can benefit in different ways by adopting bots in their industries.
