What is a chatbot used for?
Chatbots are used in applications such as ecommerce websites or SaaS customer service, call centers, or customer support and generally in businesses where automation can bring back efficiency. For example, building a chatbot for customer service can be very powerful. Chatbot software used for these purposes is typically limited to conversations regarding a specialized purpose and not for the entire range of human communication. The best experience is the ability to combine a conversational experience using an automated chatbot to qualify a user's request and then to offer a human to resolve the defined problem.
How good are chatbots?
Messaging chatbot and live chat agents work better as a team. Combined, they whizz through more interactions, more efficiently. Integrating automated chatbot software into a conversational experience means that the end user gets a quick, slick experience – without any friction or frustration. The customer starts off talking to a bot and once the problem is identified, the user is redirected toward the right team seamlessly. Chatbots help your team save time and bring back efficiency within your customer service. Chatbots are also the perfect tool to bring consistency into a business as it's available 24/7, even when your teams are asleep. Furthermore, chatbot solutions bring consistency for cross-platform or multi-platform experience, enabling you to build one scenario for multiple channels, such as a WhatsApp chatbot or a Facebook Messenger chatbot.
What are the types of chatbots?
There are various types of chatbots. However, bot platform software generally offers 3 types that are supposed to meet your requirements when building an automated chatbot. Scripted Chatbots: scripted chatbot is one where interactions with the customers happen through a predefined set of workflow. NLP Chatbots: They use AI technology to bring the user experience to another level. NLP chatbots have the ability to create user input, understand the user request and then construct the most accurate answer before sending the right information to the customer. Social Messaging Chatbots: These are bots integrated within social media and messaging apps like Facebook Messenger, Slack, Telegram, WhatsApp, etc. fall in this category. However, this category can be included in the scripted chatbot category.
