How does a chatbot work?

When you’re browsing a website and bumping into a question, you’ll soon be inclined to consult the chat. For a company, it can be quite time-consuming to operate this chat manually. A chatbot will provide an outcome. The chatbot is the latest customer service trend. Where you used to be spoken to by an employee of the company in question, the ‘virtual employees’ are now taking over. But what exactly are chatbots? And how do you effectively deploy these chatbots on your website? You’ll read it in this blog!

What is a chatbot?

Chatbots work like this; the chatbot participates in a conversation. This conversation is often a dialogue with a website visitor. The visitor types his/her question and the chatbot answers them.

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Artificial Intelligence (AI) is an important part of a chatbot. AI helps the chatbot to answer the customer’s question. The chatbot looks into the database and finds the right answer to a particular question. The matching rate must be high enough otherwise the question will not be answered sufficiently. If there is no clear answer to a question, a company employee can take over the conversation. So a chatbot can be a great addition to your business because they take work off their hands.

Machine learning also helps the chatbot to recognize questions or parts of a question. Over time, the chatbot is becoming more autonomous because it recognizes more and more things. The chatbot basically trains itself.

Read also : How to Make a Chabot

Types of chatbots

Chatbots can fall into a variety of categories. You can divide the chatbots into three categories:

  • Rule-based/Diffft Bots

This type of chatbot works on a specific pattern. A scenario that cannot be deviated from has been devised beforehand. Additional questions and options excluded.

  • AI bot

Using Artificial Intelligence, the chatbot is getting smarter and able to formulate answers to customer questions. Machine learning helps the chatbot to optimize itself. A bot with this function analyses the question and then responds with an appropriate answer from the database.

  • Generalist bots and specialization bots

Generalistic bots have access to many types of data and use this data to serve the customer as best as possible. Specialization bots offer a specialized task. This bot can’t respond to customer queries, but thank you, for example, when you place an order.

Why use a chatbot?

More and more companies are using chatbots to take over part of their customer service. For example, chatbots may be frequently asked questions from the answer customer or website visitor. But chatbots are also increasingly deployed to generate leads, storytelling, and ad deployment.

People are a lot to find online nowadays, and a good customer experience is very important. Where you were previously helped in the store to find the right pair of shoes, the Customer Journey is now taking place online. Instead of the store employee, the chatbot now needs to provide a positive customer experience. The chatbot gives the customer the attention that the customer is looking for in a digital way.

Advantages

What are the benefits of using a chatbot?

  1. A chatbot is available at any time, so a customer doesn’t have to wait long for a reply
  2. It’s a cheaper way of customer service.
  3. They get information from the database fast/easy
  4. They communicate the same way an employee would.
  5. Use them information from previous conversations to self-optimize

Getting started with a chatbot;

The chatbots developments, as mentioned earlier, have a great impact on customer service, marketing, and even sales. But how do you develop such a chatbot for your business? The steps below explain how to create and develop a chatbot.

1. Determine goal

Beforehand, it’s important to know what to use the chatbot and what problems the chatbot should solve for your business.

2. Training

When you have a clear idea of what the chatbot should mean for your business, it’s important to teach the chatbot to understand what you mean. Technologies help chatbots identify the purpose of the message and also filter data from the message to help them speak well to the customer. So the chatbot is trained to understand messages.

3. Stay in Control

In this step, you’ll tell the chatbot where to get information from in order to answer the questions. Chatbots are smart and can be self-learning. However, it’s important that you keep in control and check if your chatbot answers questions correctly and if you might need to make some adjustments to them.

4. Pairing with external systems

The more information the chatbot has, the better it can speak to the customer. By linking the chatbot to an external system, the chatbot gets a clear view of the customer. For example, you can link the chatbot to your CRM system.

5. Generate Answers

Generate answers so that as a company, you can influence the chatbot’s tone of voice. Historical data can be obtained examples for the generation of answers.

6. Testing

To see if the chatbot is really working it’s important to keep testing him at all times. Testing the chatbot is very important because it helps you better understand what it means to the customer and the business. The chatbot has a great impact on customer satisfaction and therefore needs to work well.

7. Launch

The goal is clear, the chatbot is working and tested if everything works optimally. So the chatbot can now be launched. The chatbot can be deployed on different channels. Check for yourself which platform the chatbot can be the most useful.

Convinced of chatbots?

Convinced of the use of chatbots? Get started yourself! If you have any questions about this blog, we will be happy to help you. Feel free to send them to info@markating.nl.

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