Chatbots… whether good or bad, we’ve all had experiences with them. After last weeks Learnathon with Brendan it gave me some new insights into chatbots. I came across an article today, that exemplifies all the reasons chatbots aide in the customer experience. I know for me, when I have an issue or question, I’d rather just message with a chatbot, yet I get frustrated when the bot doesn’t understand what I am trying to say. Brands who use bots need them to be personalized and customizable. People are more willing to communicate with bots so the brand needs to make sure the bots represent them and communicate effectively with consumers. We already know that chatbots save us, as well as businesses time, but it also changes how business is done.
The quick pace of business today legitimizes why consumers need to get things done quickly with little interference.
Chatbots are very versatile. Bots can act as your personal assistant by scheduling or cancelling meetings, receive or send e-mails for you, and alert you when you have appointments on your calendar. Chatbots can also send a poll or survey to help you gather information on clients or employees. Bots also help keep you informed by offering news feeds and reminders.
Chatbots can help automate a huge variety of business processes from a multitude of departments within your company. For example, your chatbot could alert relevant team members when someone has marked a task as complete.
Where in the future do you see chatbots being useful? Does your business use chatbots? What are some of the pros and cons to chatbots? Have you ever had any bad experiences with a chatbot? How about a positive experience?
The reason chatbots have become such powerful time-saving and life-changing tools is due to the artificial intelligence (AI), natural language processing (NLP), and machine learning that powers them. This enables them to learn from every conversation without requiring someone to program each conversation they have.